Ashlee Todd
Charlotte,NC
Summary
I am a highly motivated, and hardworking employee with a desire to take on new challenges. I have a strong work ethic, customer service, multitasking, adaptability, and exceptional interpersonal skills. I am eager to utilize my time management and organizational skills across diverse settings, while contributing to company growth. I am devoted to ensuring customers' accounts are safe. I am adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Investigator
Wells Fargo
Charlotte, NC
04.2020 - 10.2024
- Collaborated to establish and document research standards for a wide range of allegation types.
- Participated in complex initiatives and identified opportunities for process improvements within the scope of responsibilities.
- Independently conducted investigations and gathered comprehensive evidentiary materials on cases with moderate to high risk or complexity related to individual allegations within compliance of Enterprise Investigations.
- Made risk-based decisions in compliance with company-based legal and regulatory requirements, and recommended actions in response to investigations.
- Ensured proper documentation was delivered and presented high-quality findings and recommendations for case resolution within the case management system in a timely manner.
- Provided examination of complex allegations and diverse staff relation problems using independent judgment based on in-depth review of company policy and procedures and employment law legislation.
- Functioned under a moderate degree of guidance and supervision, with limited exposure to client senior management, to complete work within a fast-paced, deadline-driven environment.
- Created and provided communication to investigators and senior leaders.
- Collaborated with staff relations, business management, and other resources to offer decision recommendations based on investigation results.
- Utilized operating knowledge of bank systems, processes, and contacts as resources for conducting research.
- Served as the primary contact on assigned casework, but functions under a moderate degree of guidance and supervision.
- Dealt with international and/or domestic products and services, including wire transfers and Automated Clearing House (ACH) type transactions.
- Assisted co-workers and managers with other assigned tasks, projects, and initiatives.
- Advanced proficiency with the following fraud and company systems but not limited to Universal Workstation (UW), Document Imaging Process and Redesign (DIPR), Enterprise Complaint Management Office (ECMO), People Recognition Engagement Vision Excellence Integrity Teamwork (PREVENT), Verint Video Inspector (VVI), Neptune Intelligence Communications Engineering (NICE), Consumer Underwriting Sales Portal (CUSP), Case System Tracking and Resolution (CSTAR), Extensible Process Management (XPM), Disputes Automated Tracking (DAT), Operations Image Browser (OIB), Investigative Research on Demand (IROD), Business Direct Credit Application (BDCS), Image Routing and Retrieval Information System (IRRIS), Classify Enrich Decision Action Resolve (CEDARS), Imaging and Content Management Platform (ICMP), Customer Information View (CIV), Service Vision Platform (SVP), HOGAN, First Track, FDR, Lexis Nexis, Excel, Word, Power Point
Lead Fraud and Claims Operations Representative
Wells Fargo
Charlotte, NC
01.2020 - 04.2020
- Utilized strong analytical and technical skills, and high attention to detail while due diligently researching and analyzing complex activity and data using multiple online systems and research techniques to determine liability and impact of cases, including mitigation of financial losses and/or business interruptions, and compliance under Risk Assessment Management, Bank Fraud, and Fraud Investigation Act, while making sound risk decisions in a high production and quality field.
- Produced reports/projects for management, with the ability to manage multiple responsibilities and tasks simultaneously, while utilizing prioritization skills and time management, while working independently in a high production standard.
- Utilized systems such as VROL, HOGAN, Fast Data, OIB, Softphone, UW, CIV, Currency Converter, DAT, DIPR, MARS, PVSI Portal, SQL, Microsoft Office: Outlook, Excel, Access, Project Spreadsheets, and Power Point Presentations.
- Strong computer skills, able to quickly learn and utilize multiple internal and external tools and systems to collect information and conduct research and reporting.
- Investigated customer transactions and documented large amounts of complex data and correspondence to detect potential risks/fraud situations while handling confidential material and information.
- Acted as an escalation point of contact for teammates, utilizing verbal, written, and interpersonal skills, as well as quality assurance.
- Identified trends, potential fraudulent activity, violations, and take appropriate actions.
- Documented and maintained fraudulent activity records, database, and reports for case management.
- Interviewing skills for direct dealings with customers and merchants.
- Advanced knowledge in the Bank Secrecy Act, Fraud, Regulation E and Z, Anti-Money Laundering, Visa Regulations, Customer Contact Management (CCM), Customer Service Applications (CSA), SAS, and SQL.
- Facilitated projects, discussions, and team meetings within the department to assess growth and process improvements while working with others.
- Participated in the Liaison Committee in 2019, where I gave feedback and recommendations on the development and maintenance of process improvements to better mitigate risks, to better assist our customers.
- Conducted trainings and developed PowerPoint presentations to help with the teachings (SME).
Team Member Work Director Development Program
Wells Fargo
Charlotte, NC
10.2019 - 01.2020
- Audited/Quality Reviewing of Team Members' claim work to ensure adherence to departmental policies.
- Acted as an escalation point of contact for teammates, utilizing motivational oral, written, and interpersonal skills, as well as quality assurance.
- Facilitated multiple projects, discussions, and team meetings.
- Conducted trainings and developed PowerPoint presentations to help with the teachings (SME - Subject Matter Expert).
- Produced reports, projects, and presentations based on data findings for management. Able to manage multiple responsibilities and tasks simultaneously while being flexible and adapting across all organizational levels. Utilized prioritization skills and time management while working independently to maintain a high production standard.
- Worked with key partners on all levels of the departmental organization in leveraging data to help effectively make business decisions in regards to issue remediation and loss.
Education
Bachelor of Science - Rehabilitation Services
Winston Salem State University
Winston-Salem, NC07-2007
Skills
- Report Preparation
- Evidence collection
- Data review
- Surveillance techniques
- Risk Assessment
- Interview techniques
- Due diligence
- Deadline and results-oriented
- Claims resolution
- Research skills
- Compliance Assessment
- Records Management
- Research abilities
- Risk Analysis
Accomplishments
- Gold Coin Recipient October 2018
- 2018 Recognition Reward for Incredible Growth
Languages
English
Full Professional
References
References available upon request.
Timeline
Investigator
Wells Fargo
04.2020 - 10.2024
Lead Fraud and Claims Operations Representative
Wells Fargo
01.2020 - 04.2020
Team Member Work Director Development Program
Wells Fargo
10.2019 - 01.2020
Bachelor of Science - Rehabilitation Services
Winston Salem State University