Modupe Onaivi

AML/CTF-certified financial crime investigator with hands-on experience detecting, analyzing, and resolving fraud and financial crime risk within a high-volume banking environment at RBC. Skilled in investigating flagged transactions, applying regulatory frameworks (Visa/Mastercard operating rules) to assess risk and validate claims, and using data analysis and pattern detection to identify anomalies and financial crime indicators. Experienced managing high alert/case volumes against strict Service Level Agreements while maintaining precision and documentation accuracy.

Strong cross-functional collaborator with fraud, risk, and compliance teams, with a proven record of adapting quickly to evolving regulatory requirements and internal systems. Eager to apply investigative rigor and regulatory-compliance discipline to AML alert investigation, transaction monitoring, and enhanced due diligence at Wealthsimple.

Specialist, Credit Card Dispute Resolution / Fraud Analyst at Royal Bank of Canada (RBC) (2025-04 – Present)

• Investigate flagged and disputed transactions by analyzing cardholder claims, merchant documentation, transaction history, and supporting evidence to determine legitimacy and identify fraud/financial-crime indicators.
• Apply Visa Operating Regulations and Mastercard Rules — a comparable regulatory-compliance framework to AML/CTF obligations to validate cases, challenge exceptions, and support risk mitigation and recovery efforts.
• Conduct detailed transaction investigations using data analysis and pattern detection to identify unauthorized activity, anomalies, and potential financial crime risk.
• Manage a high volume of concurrent cases across multiple dispute/fraud reason codes while consistently meeting Service Level Agreements (SLAs) and productivity/quality targets.
• Review documentation for completeness, accuracy, and regulatory compliance prior to case disposition, maintaining audit ready records.
• Utilize VROL, MasterCom, TS2, and internal banking/investigation systems to research, document, and resolve cases.
• Collaborate cross-functionally with fraud teams, risk partners, and operational units to resolve complex cases and strengthen client protection outcomes.
• Maintain high accuracy and productivity in a fast-paced, deadline-driven environment, consistently exceeding quality and handling-time metrics.

Senior Banking Advisor at Royal Bank of Canada (RBC) (2022-11 – 2025-04)

• Investigated client concerns relating to account transactions, digital banking activity, card usage, and potential fraud events, ensuring timely resolution and escalation of higher-risk cases.
• Managed risk by adhering to compliance routines and regulatory processes while protecting client interests and maintaining efficient service delivery.
• Educated clients on secure use of digital banking channels, supporting fraud prevention awareness.
• Resolved concerns at first point of contact and escalated complex situations to specialized partners in line with internal protocols.

Customer Service Manager at Ecobank Nigeria Ltd. (2019-09 – 2022-09)

• Provided banking operations activity assurance within set SLA timeframes; participated in sprint planning, testing, and process retrospectives.
• Partnered with strategy teams on process-gap analysis and improvements, contributing to a 70% increase in internet banking adoption.
• Maintained a Satisfactory branch audit rating year-over-year through strong internal control practices.

Customer Service Officer at Ecobank Nigeria Ltd. (2008-08 – 2019-08)

• Led achievement of performance goals for customer service, quality, and productivity, providing guidance to team members.
• Contributed to raising Net Promoter Score (NPS) from 85% to 96% through consistent service excellence.

Diploma in Business Administration in Business Administration – National Open University, Nigeria (2019-04 – 2021-06)

Bachelor in Agricultural Engineering – Federal University of Agriculture, Makurdi, Nigeria (1999-01 – 2004-08)