Sheldon Singh
Financial Crimes Investigator/Quality Control Manager
Buffalo,TX
Overview
23
23
years of professional experience
Work History
Financial Crimes Investigator
MBO PARTNERS at PwC
Houston, Texas
01.2024 - 04.2025
- Conduct daily fraud investigations, legal compliance, risk management reviews and identify fraud types.
- Review monetary and non-monetary fraud transaction and analyze transaction data to detect fraudulent or unusual patterns as trends in support of the investigative process and remediation.
- Perform thorough analysis of evidence including KYC/KYB, Reg E, UDAAP Reg Z, Dodd-Frank, and all financial regulations.
- Utilize knowledge of the Bank Secrecy Act, USA Patriot Act, SAR Reports, applicable laws and regulations, company policies and best practices in the investigative field to organize investigate results.
- Prepare cases for criminal prosecution, obtain and preserve evidence, and present evidence to appropriate law enforcement agency for prosecution.
- Identify and partner with tenured investigators to resolve issues; identify appropriate issues for escalation such as fraudulent trends, vulnerabilities causing increased fraudulent activity and/or larger than normal losses.
- Serve as a liaison with law enforcement agencies and other institutions to ensure the bank is informed of all relevant potential risks and all appropriate actions are taken, including SAR filing.
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures.
- Handle special remediation projects, review and recommend process improvement, led cross training initiatives and implementation, ongoing risk monitoring, and data analytics.
- Supporting USAA Bank
Senior Risk Operations Analyst
BILL.COM
Houston, Texas
08.2020 - 04.2023
- Manage daily function and quality control of off-shore vendor team of approximately 16 agents.
- Responsible for assisting in key processes and activities associated with Risk Operations for Bill.com.
- Investigating and analyzing fraud/risk in-depth. Review and analyze daily transaction alerts for loss exposure.
- Contact customers regarding needed clarification to verify documents and/or transactions and KYC/KYB.
- Analyze credit reports to evaluate risk and make appropriate credit decisions. Possesses strong regulatory compliance, fraud strategy, data analysis and investigative reporting skills.
- Assist with daily OFAC scans, SAR filing and Liens. Expert in credit card risk and the Adyen platform.
- Help implement process improvements related to fraudulent activity and risk monitoring.
- Collaborate with cross-functional teams to elevate and improve risk mitigation strategies and remediation.
- Identify, research and highlight trends, making mitigation recommendations to management and strategy.
- Participate in fraud/risk related meetings, trainings, and webinars daily.
- Handle escalations with both customers and internal stakeholders. Ability to make decisions, resolve conflicts, and provide feedback thoughtfully.
- Strong experience in managing escalations both internally and externally.
- Ability to make sound judgment calls in an autonomous, fast-paced work environment.
- Perform mitigation and remediation activities while utilizing multiple applications and platforms in support of fraud operation activities to alleviate any potential impact to members and/or the organization.
Quality Control Team Manager
JP MORGAN CHASE BANK
Houston, Texas
01.2014 - 04.2018
- Direct and coordinate daily operations of team of 10-26 staff members including assigning work and setting workflow priorities, introducing new procedures, tracking performance, and monitor daily business output.
- Develop and implement performance metrics to drive employee performance and optimize resources.
- Serve as an escalation point for complex issues that cannot be resolved by members of team.
- Handle exception items, regulatory compliance, review and recommend system modifications and process improvement while monitoring quality assurance for the Executive Office who is responsible for CEO/Executive level complaints for the entire bank (Auto Finance, Mortgage Banking, Credit Card and Consumer Banking) including Reg E, UDAAP, Reg Z, Dodd-Frank, AML/BSA.
- Recommend Human Resource actions such as hiring, terminations, salary actions, and promotions.
- Coordinate with all levels of management to resolve problems and work on special projects.
- Maintain optimum quality within the Executive Office by partnering with multiple lines of businesses and delivering performance metrics, trending, and driving process improvement.
- Post requisitions, screened and interview candidates to maintain optimum staffing levels.
- Coach and develop staff, prepare and deliver monthly scorecards, Mid-year and EOY performance reviews metrics and corrective actions documents.
Risk Operations Manager - Loss Prevention - Fraud Hotline - Resolutions (AVP)
JP MORGAN CHASE BANK
Houston, Texas
01.2011 - 01.2014
- Launched the first Houston “Problem Resolutions” team focused to improve the customer experience and define the Chase values in response to firm wide “game changer” initiative.
- Managed the Fraud Hotline Escalations/Resolutions team consisting of 28-34 advanced agents skilled which takes all types of escalated calls and provide peer coaching and support.
- Maintained staffing levels and service levels for the Houston Resolutions team.
- Supported all other LOBs within Loss Prevention such as Deposit Review, In-clearing Check Fraud, Electronic Money Movement, New Account Screening/Patriot Act, AML/Compliance, and Branch Operations.
- Optimized resources by implementing straight skilling and skill segregation for Resolutions to better manage/maintain service level targets down to a 30-minute interval.
- Partnered with my agents, branch managers, district managers, other lines of businesses, as a customer advocate to better service our clients and provide optimal customer experience while protecting the bank from risk, exposure, and losses.
- Managed site headcount and attrition for approximately 185 agents.
- Assisted in hiring and training new Fraud Hotline managers and team leaders.
Risk Operations Manager - Loss Prevention – In-clearing Check Fraud (Officer)
JP MORGAN CHASE BANK
Houston, Texas
01.2009 - 01.2011
- Launched the first ASI-16/In-clearing check Fraud Review Team at the Houston site.
- Develop a keen understanding of business including customer and loss impacts.
- Responsible for adequately staffing areas and ensuring that personnel are appropriately trained, developed, and meeting production targets.
- Proposed salaries, off-cycle promotions, and led budgeting initiatives.
- Led coaching, counseling, and development initiatives for my direct and indirect employees.
- Explore, develop, and implement new methods and procedures to ensure daily operations run more efficient and effective. Aim to constantly drive improvement.
- Handel exception items, resolve complex issues, and assist with departmental projects.
- Fill in/substitute for Risk Operations Manager and prepare monthly staff/headcount trending and forecasting reports for multiple business sites.
- Ensure capacity plan and schedules are fully optimized. Led forecasting initiates to attain maximum queue penetration with minimal resources.
- Utilized firm’s staffing and forecasting partners to create and implement the first flex schedule capacity model for In-clearing check fraud to optimize resources.
- Created new scorecard metrics/reporting and establish criteria to measure department success.
- Prepared monthly business letters using raw data from our analytics team, running Crystal reports and Microsoft Access to deliver during business reviews.
- Reviewed and partnered with my risk partners to revamped policy and procedures, risk tools, and suspect parameters to be more effective and minimize negative client impact.
Risk Operations Manager - Loss Prevention - Deposit Check Fraud
JP MORGAN CHASE BANK
Houston, Texas
01.2007 - 01.2009
- Supervising, coordinating, and directing the daily operation of a team of non-exempt off-shore vendor of 25-54 agents as well as managing on-shore teams at the same time.
- Traveled both domestically and internationally to conduct training, staff meetings, coaching, and audits for both onshore and offshore staff.
- Responsible for analyzing and decisioning transactions and/or account fraud alerts with the goal of preventing losses to the customer and to Chase.
- Making recommendations on hiring, terminations, salary action, and promotions.
- Forecasting and managing financial performance and developing and implementing strategies to achieve long-term business objectives.
- Handling escalated calls from customers and/or bank officers and resolving complex issues involving fraud transactions or high-risk customers and evaluating risks.
- Responsible for screening and recruiting, sometimes in mass hiring to meet staffing levels.
- Recommending system modifications for process improvements.
- Monitor the daily staff levels, production output of the staff, and front-line quality review of input.
- Working with legal department and attorneys on complex cases.
- Coordination with management and other supervisors to resolve problems and work on special projects, including participation on regulatory committees.
- Provide leadership for the team through active recognition of employee success, consistent positive reinforcement, and timely performance feedback.
Risk Operations Team Leader – Loss Prevention - Deposit Check Fraud
JP MORGAN CHASE BANK
Houston, Texas
01.2005 - 01.2007
- Distribute responsibilities by assigning Team Leads and analysts to specific reports and tasks to ensure optimum productivity while monitoring the workflow and queue penetration.
- Reviewed analysts’ quality for all sites by building and running Microsoft Access based queries to ensure the department adheres to corporate compliance guidelines.
- Coached analysts to minimize losses and compliance errors.
- Emphasized leadership by helping supervisors with meetings, facilitating training classes, taking the Daily Production Conference Calls, conducting interviews for new hires, re-evaluations, helping analysts with questions, and acquiring many other stretch roles.
- Created numerous Policies and Procedures for analysts to better understand their job functions enabling them to perform more smoothly and efficiently.
- Composed and sent out fraud alerts viewed by the entire firm.
- Nominated employee of the year 2007.
Risk Operations Analyst – Loss Prevention – Deposit Check Fraud
JP MORGAN CHASE BANK
Houston, Texas
01.2002 - 01.2005
- Prevented losses by profiling over 300 plus high-risk suspect accounts and suspicious activity daily, which were exposed to Fraud by proficiently working all Fraud Prevention Reports.
- Partner with other financial institutions to fight forgery and check fraud.
- Reviewed suspects by using both FLA and LAD effectively along with other bank systems to maximize queue penetration and cross-train on multiple Fraud tools.
- Demonstrated leadership by helping supervisors and teammates with extra activities such as training, scribing meetings, coordinating special events, and participating in the EIA programs.
Electronic Services/Wire Transfer
JP MORGAN CHASE BANK
Houston, Texas
01.2002
- Transferred funds throughout the world to various banks and financial institutions for approximately 400 clients and totaling more than 28 billion dollars weekly.
- Researched and initiated cases for missing or misapplied funds including SWIFT totaling up to one billion dollars for both personal accounts and commercial services.
- Provided excellent customer service to thousands of customers worldwide while constantly on the lookout for fraudulent activity.
Timeline
Financial Crimes Investigator
MBO PARTNERS at PwC
01.2024 - 04.2025
Senior Risk Operations Analyst
BILL.COM
08.2020 - 04.2023
Quality Control Team Manager
JP MORGAN CHASE BANK
01.2014 - 04.2018
Risk Operations Manager - Loss Prevention - Fraud Hotline - Resolutions (AVP)
JP MORGAN CHASE BANK
01.2011 - 01.2014
Risk Operations Manager - Loss Prevention – In-clearing Check Fraud (Officer)
JP MORGAN CHASE BANK
01.2009 - 01.2011
Risk Operations Manager - Loss Prevention - Deposit Check Fraud
JP MORGAN CHASE BANK
01.2007 - 01.2009
Risk Operations Team Leader – Loss Prevention - Deposit Check Fraud
JP MORGAN CHASE BANK
01.2005 - 01.2007
Risk Operations Analyst – Loss Prevention – Deposit Check Fraud
JP MORGAN CHASE BANK
01.2002 - 01.2005
Electronic Services/Wire Transfer
JP MORGAN CHASE BANK
01.2002