MO BAJRANGI
Orlando,FL
Summary
A results-driven investigator with a strong moral compass and an inquisitive nature that fuels thorough investigations into complex fraud and compliance matters. Adept at making principled decisions rooted in ethical standards and fostering positive relationships with stakeholders and internal teams to create a cohesive work environment. Skilled in distilling and presenting findings in clear and concise investigative reports, ensuring that findings are well-supported by regulations and easily understood across diverse audiences. Known for proactively identifying risks, mitigating fraud, and contributing to continuous improvement efforts.
Overview
9
9
years of professional experience
Work History
Investigative Specialist II
Florida Department of Business & Professional Regulation
06.2023 - Current
- Investigate complaints against real estate licensees for alleged violations of state statute and/or administrative code such as fraud, misrepresentation, or non-compliance with industry standards.
- Documents findings of fact in comprehensive investigative reports while maintaining impartiality and confidentiality of all complaint information.
- Consistently exceeds 95% compliance rate for investigating complaints within 90 days.
- Serves as team knowledge champion, tasked with communicating relevant statutory and industry updates, maintaining knowledge database articles, and recognizing any trends or weaknesses and communicating to the appropriate team(s) for review.
- Analyzes and audits appraisals and appraiser workfiles for deficiencies or misrepresentations.
- Fosters partnerships with government sponsored entities and other regulatory bodies such as Fannie Mae and Freddie Mac.
- Catalogues and compiles evidence and complaint documentation into exhibits for presentment to the Florida Real Estate Appraisal Board.
- Obtains and verifies evidence by interviewing complainants, subjects and witnesses and inspecting records.
- Issues citations for violations that did not result or ceases to cause any public harm and assesses fines pursuant to state statute.
Regulatory Support Professional (Contract)
Orange County Government
06.2023 - 01.2024
- Managed a project to resolve a significant backlog of enforcement complaints within the Storage Tanks Compliance Program, resulting in the closure of 40% of aged cases.
- Conducted investigations into alleged violations and notified violators of required changes to bring operations into compliance by issuing warning letters, violation notices and consent orders.
- Facilitated the resolution of the Division's 4 longest-standing cases by effectively communicating technical environmental policies and regulations to facility operators.
- Assessed and collected over $105,000 in administrative penalties for compliance violations in accordance with federal law, state statute and county rules.
- Reduced complaint processing time from 196 to 92 days through effective knowledge management and workflow improvements.
- Developed standardized templates, job aids and leveraged automation to decrease enforcement complaint cycle times by 53%.
- Collaborated with the Orange County Attorney's Office to prepare 4 cases for the Special Magistrate, achieving a 100% prosecution rate
Senior Consumer Service Analyst
Florida Department of Business & Professional Regulation
09.2022 - 06.2023
- Company Overview: Division of Real Estate
- Analyzed 600+ complaints per month related to condominium or association complaints, brokers, real estate sales associates, and other real estate professionals
- Managed over 500 case files in compliance with retention policies and state statute
- Improved complaint routing by developing inter-departmental communication channels within Microsoft Teams, reducing case resolution time by 3.4 days
- Proactively identified adverse trends or cases involving significant consumer harm and escalated findings when appropriate
- Division of Real Estate
Technical Business Analyst
Fiserv
01.2021 - 08.2021
- Supported the implementation and maintenance of the AuthentiCare EVV system across 6 states to manage medicare electronic visit verification and payment solutions.
- Identified needed business improvements and collaborated with internal departments to determine appropriate systems required to implement solutions and improve functionality.
- Automated data collection and reporting processes within ServiceNow to measure service level adherence and ensure compliance with the 21st Century Cures Act.
- Authored comprehensive documentation for system requirements, user manuals, and technical specifications that are easily understood across a diverse audience.
- Identified necessary improvements and business needs and established cross-functional partnerships with clients and internal departments to successfully develop and implement solutions that addressed these challenges.
Quality Assurance Specialist
MSC Cruises USA
10.2018 - 10.2020
- Managed Quality Assurance initiatives that monitored adherence to operational guidelines, global travel regulations such as the Jones Act, and data protection laws such as the GDPR.
- Established cross-functional partnerships across multiple business units to update and maintain Confluence knowledge database while enhancing inter-departmental communication and information sharing.
- Played a key role in the expansion of the Reservations team by 147 agents through a strategic partnership with a contracted vendor, providing ongoing training and resolution support.
- Developed and executed action plans for performance improvements resulting in 38% increase in OSAT scores.
- Optimized Confluence and JIRA configurations, resulting in a 40% improvement in information retrieval and improved resolution times.
Consumer and Commercial Card Care Coach
Truist Bank
10.2015 - 05.2018
- Awarded with the SunTrust MVP Award in August 2016 for demonstrating leadership in change management during a period of rapid expansion.
- Managed and trained a cross-functional team of 30+ analysts while ensuring 95% adherence to key performance indicators and compliance with applicable banking regulations and internal SOP's
- Facilitated and led weekly team meetings to recognize individual efforts and boost team morale in addition to leading group coaching sessions and providing individual coaching support.
- Spearheaded investigations into complex fraud cases involving identity theft, credit card payment fraud, and corporate purchasing card fraud.
- Identified gaps in security protocol in the business credit card online portal which led to the identification of over $700,000 in fraudulent credit card rewards claims.
- Conducted sensitive internal investigations related to system access violations, potential employee misconduct, and inappropriate use of company resources while maintaining strict confidentiality.
- Leveraged internal data analytics tools to identify suspicious patterns and anomalies in transaction data, establishing new fraud detection protocols that improved early warning detection rates by 30%.
- Initiated projects to revise department SOP's by collaborating with Underwriting, Fraud, Mortgage, and other lines of business to facilitate sharing of information.
- Maintained knowledge of industry trends and banking regulations such as Anti Money Laundering (AML), Know Your Client (KYC), Truth in Lending Act (TILA), Bank Secrecy Act (BSA), and the Financial Institutions Reform and Recovery Act of 1989 (FIRREA)
Education
USPAP National Certification - Uniform Standards of Professional Appraisal Practice (USPAP)
McKissock Learning
01.2023
JD Candidate -
Barry Law School
Orlando, FL01.2022
Certificate - Hospitality & Tourism Management
Florida Atlantic University
01.2020
Bachelor of Science - Business Administration
University of Central Florida
Orlando, FL08-2013
Skills
- Investigative Analysis
- Risk Assessment & Mitigation
- Compliance Monitoring
- Data Analysis & Reporting
- Case Management
- Complaint Disposition
- Policy & Procedure Writing
- Public Records Management
- Fraud Prevention & Financial Crimes
- Technical Expertise
- Fraud Investigation Techniques
- Insurance Fraud Detection
- Data Analytics Tools
- Financial Crime Investigation
- Investigative Report Writing
- Risk Assessment & Analysis
- Compliance Monitoring
- Case Management Systems
- Digital Forensics
- Database Management
- Evidence Collection Methods
- Interview & Interrogation Techniques
- Policy Analysis
- Process Documentation
- Regulatory Compliance
- BSA/AML Compliance Experience
- Financial Crime
- Investigation Techniques
- Risk Assessment & Analysis
- Public Records Research
- Adverse Media Screening
- Report Writing & Documentation
- Data Analysis
- Process Improvement
- Knowledge Of AML/BSA Regulations
- Public Records/Screening Experience
- Banking & Mortgage Servicing
- Environmental Laws & Regulations
- Attention To Detail
- Critical Thinking
- Decision Making
- Time Management
- Credit Card Fraud
- ACH/Wire Fraud
- Payment Processing Systems (First Data, TSYS)
- SaaS (Slack, Genesys, Oracle, Workday)
- Task Prioritization
- Teamwork
- Customer Service
- Adaptable To Changing Business Needs
Timeline
Investigative Specialist II
Florida Department of Business & Professional Regulation
06.2023 - Current
Regulatory Support Professional (Contract)
Orange County Government
06.2023 - 01.2024
Senior Consumer Service Analyst
Florida Department of Business & Professional Regulation
09.2022 - 06.2023
Technical Business Analyst
Fiserv
01.2021 - 08.2021
Quality Assurance Specialist
MSC Cruises USA
10.2018 - 10.2020
Consumer and Commercial Card Care Coach
Truist Bank
10.2015 - 05.2018
USPAP National Certification - Uniform Standards of Professional Appraisal Practice (USPAP)
McKissock Learning
JD Candidate -
Barry Law School
Certificate - Hospitality & Tourism Management
Florida Atlantic University
Bachelor of Science - Business Administration
University of Central Florida
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