Sofilda Totoni
Summerville,SC
Summary
Cross-departmental trained and collaborating with Fraud Department over the last 8 years as a personal banker has granted me the passion and the dynamic-approach to learning how to detect and prevent fraud in order to protect customers and the bank from any financial losses. Ready to leverage my knowledge of risk management, ever-changing regulatory laws and compliance to obtain a position as a Fraud Specialist within an organization that values my growth and career path.
Work History
Sales and Service Representative, Sr
United Bank
04.2021 - Current
- Ability to implement company's internal controls and apply personal discernment in preventing 200K in financial losses from bad actors and other fraudulent schemes
- Assist customers in daily transactions while maintaining compliance by filing SAR for transactions over 10K or any suspicious activity pertaining the transaction
- Act as liaison between individuals/business customers and Fraud Department in the event there is an account takeover (ATO) or business email compromise (BCE)
- Collaborate with Wire Department to prevent outgoing international wire from customer victim of a romantic scam, resulting in recovering 15K of their personal funds
- Utilize time management, problem-solving, and multi-tasking to complete assignments on time, consistently meeting or exceeding performance standards
PERSONAL BANKER, SMALL BUSINESS ADVOCATE
Wells Fargo Bank
03.201 - 03.2021
- Built and maintained relationships with members by regular follow-ups, phone conversations and thank you-emails resulting in a 5% increase in service satisfaction
- Provide education on financial products and services for small business owners based on specific needs and conduct financial literacy for their employees
- Participated in customer meetings with key partners such as Financial Advisors and Home Lending Partners to collaborate on financial solutions for customers
- Promoted mobile application and website features to assist customers in utilizing self-serve digital options increasing online traffic by 35%
- Delivered exceptional customer service and mitigated risk by reaching to members regarding suspicious account activity and fraud claims filing to assist preventing 1.5M in financial losses
ADMINISTRATIVE COORDINATOR
Charleston Dorchester Department of Mental Health
04.2014 - 02.2015
- Completed data entry, submitted claims, and resolved denied claims in timely manner to maintain accurate business financials
- Processed accounts receivables, prepared invoices, and compiled profit and loss data for management reports to support financial planning
- Administered billing based on accurate calculations of services rendered and facilitated collections to maintain 15% or less aged accounts
Education
Bachelor of Arts - English Literature and Language
05.2014
Bachelor of Arts - English-as-a-Second-Language Education
01.2003
Skills
- Risk Management
- Regulatory Compliance
- Knowledge of BSA/AML/OFAC/USA Patriot Ac, etc
- Strong knowledge of FIS systems, Verafin, RDI and IBS
- Strong Analytical and Negotiation Skills
- Effective Communicator
- Detail-oriented
- Deadline-driven
Languages
Albanian
Native or Bilingual
Italian
Professional Working
Timeline
Sales and Service Representative, Sr - United Bank
04.2021 - Current
ADMINISTRATIVE COORDINATOR - Charleston Dorchester Department of Mental Health
04.2014 - 02.2015
College of Charleston - Bachelor of Arts, English Literature and Language
University of Korca - Bachelor of Arts, English-as-a-Second-Language Education
PERSONAL BANKER, SMALL BUSINESS ADVOCATE - Wells Fargo Bank
03.201 - 03.2021
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