Records Technician Customer Service
Resume:
MIKA HALE
Topeka, Ks *****
****.****@*****.***
Background
Experienced compliance and risk analyst with a passion for fraud deterrence and a knack for identifying deficiencies and opportunities to improve operations.
Nine years of exemplary customer service experience in finance and retail, with two years in customer service management.
Confident in abilities to problem solve, analyze, detect patterns of activity, and serve as a liaison for communication with various departments and personalities.
Skills
Soft Skills: Detail Oriented, Problem Solving, Critical Thinking, Creativity, Teamwork, Takes Initiative, Communication, Advocacy.
Technical Skills: Internal Control Management, Common Operating Systems, Data Analysis, Risk Management and Assessment, Financial Fraud Analysis.
Industry Specific & Commonly Used: Verafin, Logic Manager, Case Management, Sharefile, Google Workspace, Microsoft Office, Adobe for PDF.
Experience
OCT 2022 - APR 2023
CBW Bank, Topeka, Kansas - BSA Compliance Analyst
-Provides analytic support for the business activities of CBW Bank by analyzing business, compliance and financial information on companies and individuals.
-Ensures overall bank documentation and file administration is complete and consistent with the bank's policy and procedures.
-Monitors transactions to ensure proper documentation and compliance with respect to BSA, AML and OFAC policies and procedures.
-Identification and investigation of suspicious activity.
-Conducts business and financial analyses to support policy guidelines or other analytical projects as assigned.
DEC 2021 - OCT 2022
Envista Credit Union, Topeka, Kansas - Quality Assurance Specialist
-Supports the lending and member service operations of Envista through various record, report, and control functions. Performs basic clerical support tasks of minimal to moderate complexity in accordance with standard procedures and under limited supervision
-Verifies accuracy, completeness, and consistency of member and account information received.
-Organizes and scans documents which may include: consumer, indirect, and mortgage loan documents, signature cards, and various other member-related forms.
-Perform detail-oriented work in a timely fashion and with a high degree of accuracy in a fast-paced environment while working under minimal direct supervision.
-Review the quality and compliance of documents and procedures.
OCT 2020 - JUL 2021
State of Kansas - Department of Health & Environment, Topeka, Kansas - Fraud Manager, Healthcare Finance
-Ability to comprehend and implement Medicaid regulations and contracts.
-Comprehensive knowledge and application of 42 CFR § 438.608
-Coordinate with department leaders to fulfill the requirements of the program integrity unit
-Ability to detect, investigate, prevent, and report issues of suspected fraud, waste, or abuse.
-Accurately document all activity and communications related to FWA investigations using a proprietary case tracking system.
-Ability to handle and maintain confidential and sensitive information pertaining to providers.
-Creation and review of policy, procedures, desktops and health plan addendums
-Maintain the Annual Fraud Plan, Risk Assessments and Work Plan including any health plan addendums
-State reporting oversight and submission
-Oversight and Coordination of Vendor FWA activities
OCT 2019 - OCT 2020
Capitol Federal Savings Bank, Topeka, Kansas - Risk Management Analyst
-Supported Compliance and Risk Management department efforts in compliance monitoring, including but not limited to BSA/Red Flags, and all required lending operations assessments for the origination, processing, servicing, and oversight of all loans.
-Managed the internal control environment for Capitol Federal Savings Bank, with a current asset value of just below ten billion dollars, using various control databases, including Logic Manager, and advanced proficiency in Microsoft Excel. *During Capitol Federal’s acquisition of Capital City Bank
-Worked closely with Executive and Senior Management to ensure appropriate personnel or delegated officers are informed of key operating issues affecting the Bank or any operations, and action is being taken to minimize risk or potential loss.
-Responsible for maintaining Sarbanes’s Oxley (SOX) program; Semiannual SOX Materiality Risk Analysis and Quarterly Self-Assessments for all Process Control Owners and Business Control Owners.
-Scheduled and facilitated Enterprise Risk Management (ERM) program Risk Assessments with each department within the Bank.
-Sarbanes’s Oxley and Enterprise Risk Management areas of oversight include but are not limited to: ACH & Overdraft; Lending Operations; Banking & Deposit Operations and Bank Secrecy Act/Red Flags/Identity Theft.
SEP 2018 - OCT 2019
Capitol Federal Savings Bank, Topeka, Kansas - Fraud Strategy Analyst
-Used various platforms to detect a wide range of fraud including but not limited to the core system, interdiction software (Verafin), Falcon Card Services, VISA Card and Transaction Services, VISA Prepaid Account Services, and VISA Debit Processing Services.
-Reviewed alerts and reports for irregular activity, geographic discrepancies, new or suspicious deposit accounts, inactive or flagged accounts, mobile banking security, ACH or bill pay activity, and ATM fraud.
-Investigated reports of potential or confirmed and stolen, counterfeit, forged, or altered checks or negotiable instruments, and situations of potential, suspicious or confirmed identity theft or fraudulently opened accounts.
-Worked directly with customers and employees of the Bank to gather information concerning reported fraudulent or unauthorized activity, and organizations externally to investigate and/or obtain evidence such as local and federal law enforcement and financial institutions.
-Maintained close working relationships with law enforcement agencies including the Sheriff’s Office, Secret Service, and US Postal Inspectors. *Served on the Application Committee for IAFCI, and regularly attended IFO meetings as a representative for Capitol Federal.
AUG 2017- SEP 2018
Capitol Federal Savings Bank, Topeka, Kansas - Floating Customer Service Associate
-Provide staffing coverage when needed for the banks centrally located branches.
-Accurately process, deposits, withdrawals, and payments
-Balance cash drawer daily with accuracy and efficiency.
-Actively support our customers by identifying customer needs and suggest banking products and services for their solution
-Maintaining bank and customer accounts, including opening and closing accounts, and overseeing transactions.
-Preparing documentation to open or close accounts, including obtaining signatures, and assigning account numbers, when necessary.
Education
MAY 2014
Santa Fe Trail High School, Carbondale, Kansas - High School Diploma
JAN 2021 - Current, exp. 2025
The American Women's College, Baypath University, Longmeadow, Massachusetts - Forensic Psychology with Victim Advocacy Studies
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