Internal Investigator
Resume:
Dena Bagby
**** ****** *** *** *, South St Paul, MN, 55075 (c) 515-***-**** ****.*.*****@**********.***
PROFESSIONAL SUMMARY
A skilled professional over 10 years of financial crimes, including investigation & resolution and 3 years supervisory experience:
High attention to detail in researching and analyzing complex allegations
Experience in handling escalated issues and situations
Conducts detailed investigations of internal fraud/misconduct activity
Significant experience providing coaching and feedback
Excellent verbal, written, and communication skills
Self-starter, with ability to work with little oversight
Excellent decision-making skills
Ability to handle multiple assignments, prioritizing, and follow-through in meeting commitments
Able to adapt to changes in all types of situations
Understanding of policies and procedures in regards to regulatory compliance
Ability to partner with management in multiple lines of business
EDUCATION
Concordia University, St. Paul, MN December 2020
Bachelor of Arts – Criminal Justice, High Distinction
PROFESSIONAL EXPERIENCE
Wells Fargo July 2013 - present
Wells Fargo Enterprise Investigations, Woodbury, MN July 2019 – present
Internal Investigator
Examine, research, and review employee allegations received from different lines of business
Build cases based around allegations received by Enterprise Investigations
Document and record all key findings regarding case
Interview team members accused of misconduct
Gather information and facts to substantiate or unsubstantiated allegation
Submit findings to Human Resources
File Suspicious Activity Reports through FinCen
Stay current will all changes to the business process
Work on special projects assigned by Management
Partner with other lines of business for assistance when needed
Wells Fargo Internal Investigations, St. Louis Park, MN May 2018 – July 2019
Internal Investigations Analyst
Research and gather important information for all cases/allegations
Build new cases based on allegations received by Internal Investigations
Assist Investigators with information needed for cases
Stay current will all changes to the business process
Work on special projects assigned by Management
Partner with other lines of business for assistance when needed
Wells Fargo CFS, West Des Moines, IA September 2015 – May 2018
Financial Crimes Analyst
Research and review complex fraud claims for team members
Review and analyze documents provided by merchants and customers
Contact merchants and customers to gather more information regarding claim
Assist with interviews and hiring of new employees
Assist in covering supervisor duties daily
Complete side by sides with team to improve quality and production
Provide feedback and coaching to team members daily/monthly
Motivate and engage team with recognition and contests
Manage escalations and respond in timely manner to customers and representatives
Review team member production and quality results
Monitor daily and monthly service levels, metrics, and compliance
Communicate policy updates, trends and common errors to the team
Actively participate in department/site activities
Wells Fargo CFS, West Des Moines, IA January 2015 – September 2015
Financial Crimes Specialist 2-Claims
Review and research fraud claims using multiple systems, tools, and sources
Use fraud detection knowledge to recognize fraud trends and patterns
Assist managers with special projects as needed
Prioritize account processing based on team goals
Researched claim to provide decision accuracy
Used research skills to correctly accept or deny claims
Wells Fargo CFS, West Des Moines, IA July 2013 – January 2015
Financial Crimes Specialist 3-Detection
Recognized as top performer with exceptional attention to detail and quality
Reviewed and verified customer transactions to detect/prevent fraud
Took inbound customer calls to verify activity and file fraud claims if necessary
Assisted managers with special projects as requested
Utilized as a Subject Matter Expert in New Hire training
Completed the Fraud Operations Mentoring program
Acted as mentor new hires as well as seasoned team members
Nationwide Sales Solutions, Des Moines, IA May 2008 – June 2012 Retention Agent July 2009-June 2012
Compiled and analyzed data for customers
Made outbound calls to customers to discuss insurance coverage and benefit of increasing limits
Given responsibility to train fellow team members on complex systems
Proficient in all underwriting policies to prevent loss for the company
Handled inbound calls from customers interested in purchasing new lines of coverage
Sales Agent May 2008-July 2009
Educated new customers about the insurance policies Nationwide offered
Wrote new business policies for the company
Audited different types of customers for insurance and ensured their policy fit their needs
ADDITIONAL EXPERIENCE
Buggs Bar March 2019 – current
Bartender
Make drinks and provide excellent customer service to guests
Assist with customer requests, complaints, and concerns
Handle closing responsibilities, i.e. security, money handling, safety
The Garden Nightclub July 2014 – June 2018
Bartender/Assistant Manager
Assist with training and mentoring new staff
Provide performance feedback
Assist with customer requests, complaints, and concerns
Handle closing responsibilities, i.e. security, money handling, safety
Wells Fargo August 2006 -April 2008
Credit Card Customer Service
CERTIFICATIONS
CFE (Certified Fraud Examiner)
SYSTEMS
EAP, FDR, Hogan, SVP, OIB, MARS, IROD, SVT, Infogix ER, CIV, Innovis, Provenir, 3VR, ICMP, IRRIS, Fast Data, First Track, Fact, PeopleSoft, Lexis Nexis, PREVENT, XPM, Microsoft Office, Microsoft Excell
VOLUNTEER EXPERIENCE
Big Brother/Big Sister volunteer 2007-2016
Member of the Wells Fargo Pride Group since 2013
Habitat for Humanity
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