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Rodney Miles
Midlothian
Work Preference
Summary
Experienced compliance and fraud investigator with a strong track record in regulatory adherence and risk assessment. Led high-performing teams, implemented robust AML strategies, and achieved a 98% accuracy rate in SAR submissions, driving operational efficiency and compliance across multiple properties.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director, Compliance
Colonial Downs Group, LLC
11.2024 - Current
- Transaction monitoring covering 7 properties
- OFAC and Exclusion Monitoring
- Identified over $2MM transaction gap in unexecuted transactions
- Oversee Licensing, Compliance and Regulatory processes for all properties.
- Adhered to State and Financial Regulatory requirements
- Compiled and completed multiple State Regulatory license applications
- Review and submit CTR and SARs, all properties
- Implemented and initiated Training across all properties and LOBs for Compliance
- Implemented EDD and KYC Risk assessment reviews
- Worked closely with State and Local Law Enforcement, initiating several investigations
AML Analyst Cryptocurrency QC
MBO Partners – Guidehouse
04.2024 - 11.2024
- Conduct continuous monitoring and assessment of AML risks, identifying and recommending v
- Develop, implement, and maintain AML compliance programs in alignment with regulatory requirements and company standards, with a specific focus on Quality Control (QC).
- Investigate complex Cryptocurrency alerts.
- Blockchain screening, analysis
Fraud Investigator (Contract)
MBO Partners - PwC
11.2023 - 02.2024
- Led in-depth financial crime investigations, resolving complex fraud cases annually with a increased success rate
- SAR submissions, SAR Narrative writing
- Successfully managed and escalated over high-risk cases, ensuring rapid resolution in alignment with risk management protocols
- Case remediation
- Maintained adherence to Service Level Agreements (SLAs), ensuring optimal service delivery across departmental cases monthly
Anti-Money Laundering Specialist Supervisor
Capital One
08.2022 - 10.2023
- Actively managed operational queues
- Directed a high-performing AML investigations team, achieving a 10% improvement in production and a 5% increase in quality metrics
- Supervised a diverse team of hourly and salaried agents, improving team productivity by 15%
- Elevated team morale and performance by adopting a motivational leadership style, resulting in a 25% increase in employee satisfaction
- Ensured high-quality SAR submissions and law enforcement referrals, enhancing accuracy by 98% through meticulous quality reviews
- Completed thorough KYC and CDD investigations for 100+ clients, identifying and mitigating potential risks effectively
- Ensured 100% adherence to BSA guidelines through the implementation of a comprehensive compliance framework
- Delivered comprehensive agent reviews, driving performance improvements by 20% through targeted feedback
Investigations Unit Manager
Capital One
08.2019 - 08.2022
- Actively engaged in hands-on fraud investigations, identifying and mitigating risks to safeguard company assets
- Served as a Subject Matter Expert (SME) on fraud, leading initiatives that significantly reduced fraudulent activities
- Leading a team of 22 investigators
- Led and supervised multiple high-performing fraud investigation teams, achieving a 20% increase in successful fraud detections in Rewards, FEVA, and emerging scam trends
- Escalated and investigated complex fraud rings of Fraud Applications, Account Take Over and synthetic applications to AML
- Led process improvements through Design Thinking, enhancing authentication methods and boosting investigator efficiency by 33%
- Successfully implemented a new operational queue tool, improving case management efficiency and reducing response times by 20%
Senior Coordinator Fraud Investigator
Capital One
08.2017 - 08.2019
- Received the Q2 2018 High Five Award in recognition of exceptional team collaboration and exceeding project delivery expectations
- ID POD 2018 Top Performer Award
- Spearheaded cross-departmental collaboration to secure buy-in for implementing innovative authentication procedures, enhancing security measures
- Led the training initiative for new fraud investigators, enhancing their capacity to handle inbound fraud calls effectively
- Led investigations into multiple fraud rings, successfully intercepting fraudulent activities and safeguarding over $1M in credit lines
Inbound Recoveries Account Manager
Capital One
12.2016 - 08.2017
- Successfully recovered $500,000 in charged-off accounts through strategic payment and settlement negotiations with existing customers
- Improved customer retention by 15% through one-on-one education sessions on account management, significantly reducing account delinquencies
- Achieved a 30% increase in successful payment arrangement completions by effectively overcoming customer objections and securing necessary documentation
Fraud Detection Coordinator
Capital One
02.2015 - 12.2016
- Efficiently processed and evaluated over 200+ customer documents weekly for potential fraud, ensuring accurate assessment and speedy resolution
- Reviewed documents for potential fraud concerns and notated accounts accordingly by clearing concerns or maintaining fraud restriction
- Consistently surpassed departmental performance metrics by 15% each quarter, demonstrating exceptional proficiency and productivity in fraud detection
- Identified and reported over 150 cases of manipulated documents, such as driver's licenses and utility statements, contributing to a 40% decrease in fraud incidents
- Led the identification and referral of 50+ fraud-linked accounts to specialized investigation teams, uncovering complex fraud networks
- Served as the go-to Document Review Expert, leading workshops for 100+ department peers which resulted in a 35% increase in fraud detection skills
Customer Service III Account Specialist- Heavy Spend
Capital One
05.2012 - 09.2015
- Served as an Account Specialist for Work at Home team, focusing on high-value customer servicing to enhance client satisfaction and retention
- Demonstrated exceptional time management by handling customer inquiries 20% faster than the team average, while maintaining a customer service satisfaction rating of 95%
- Acted as a Pulse Ambassador, leading the rollout of the new internal Pulse page, which resulted in a 40% increase in employee engagement and collaboration
- Initiated multiple process improvements through the Pulse 'Fix It' page, leading to a 30% increase in operational efficiency for both agent and customer transactions
- Efficiently handled inbound calls from high-value customers, achieving a 90% first-call resolution rate and maintaining superior customer satisfaction scores
- Administered account services for customers, leading to a 20% increase in customer satisfaction through effective payment solutions, fee waivers, and account upgrades
- Implemented customer service best practices, leading the High-Value Servicing team to achieve top performance metrics and a 98% customer satisfaction rating
Customer Service Agent II - Loyalty
Capital One
01.2012 - 05.2012
- Managed inbound loyalty customer requests for over 1000 travelers, facilitating redemption and scheduling while enhancing customer loyalty.
- Managed customer loyalty accounts remotely, supporting clients with personalized assistance.
- Demonstrated top-tier time management by handling 50+ customer inquiries daily while maintaining a 95% customer satisfaction rating
- Conducted in-depth research on customer accounts to resolve 100+ redemption orders and disputes monthly, improving resolution efficiency by 25%
- Received 'Roar Service Award' in Q4 2012 for exceptional customer service, contributing to a 50% increase in positive feedback.
Education
BSBM - Business Management
University of Phoenix
01-2000
AS - Associate of Science
Richard Bland College of William & Mary
01-1991
Skills
- Regulatory Requirements
- Compliance Auditing
- Risk Assessment
- Transaction Monitoring
- Financial Transactions
- Actimize
- Microsoft Excel
- Workload Prioritization
- Time management
- Attention to Detail
- Compliance Auditing
Certification
- Certified Anti-Money Laundering Specialist (CAMLS), ACAMS
- BPM – Business Process Management, Capital One
Timeline
Director, Compliance
Colonial Downs Group, LLC
11.2024 - Current
AML Analyst Cryptocurrency QC
MBO Partners – Guidehouse
04.2024 - 11.2024
Fraud Investigator (Contract)
MBO Partners - PwC
11.2023 - 02.2024
Anti-Money Laundering Specialist Supervisor
Capital One
08.2022 - 10.2023
Investigations Unit Manager
Capital One
08.2019 - 08.2022
Senior Coordinator Fraud Investigator
Capital One
08.2017 - 08.2019
Inbound Recoveries Account Manager
Capital One
12.2016 - 08.2017
Fraud Detection Coordinator
Capital One
02.2015 - 12.2016
Customer Service III Account Specialist- Heavy Spend
Capital One
05.2012 - 09.2015
Customer Service Agent II - Loyalty
Capital One
01.2012 - 05.2012
BSBM - Business Management
University of Phoenix
AS - Associate of Science
Richard Bland College of William & Mary