Fraud & Dispute Operations

I design workflow solutions for fraud, dispute, and banking operations teams.

Translating frontline process pain points into clear logic, documentation, controls, and implementation-ready handoff concepts.

My background is rooted in regulated financial operations: Reg E disputes, check fraud, wire recalls, branch fallout, ledger balancing, case documentation, SOPs, training, and process defect review.

Over time, that work evolved into a stronger focus on workflow design and automation: finding where processes break, mapping what should happen, documenting the logic, and building or presenting solutions that operations teams and technical partners can understand.

View Career History Explore Solution Prototypes

13 hrs to 20 mins

Weekly Effort Reduced

Via branch fallout root-cause analysis and engineering fix recommendation.

$960K+

Ledger Exposure Managed

$275K identified and $685K+ prevented through strengthened controls.

$75K

Fraud Activity Connected

Identified linked-account patterns to help intercept illicit activity.

Real-World Operations Experience

Click each role to explore the operational context and process improvements I delivered.

Sr. Operations Production Coordinator

Capital One | Feb 2025 – Present

The Operational Environment

I support ATM dispute operations with strict Reg E and Reg CC considerations. My daily scope includes managing branch fallout, ledger balancing, end-of-day (EOD) review, process defects, and cross-team operational inquiries. I regularly interface with Branch and Finance teams, participate in merger-related process discussions, and function as a process SME for peers by coaching analysts, reviewing colleague defects, updating SOPs, and creating training materials and job aids.

Key Initiatives & Impact

Ledger Mapping Root-Cause Analysis

The Problem: Cash deposits were being handled alongside check deposits in branch fallout, causing recurring balancing and funds-tracing issues. This required approximately 13 hours of weekly resolution effort across three teams: ~5 hours for dispute ops, ~5 hours for the branch team, and ~3 hours for the finance team.
The Action: I spearheaded root-cause analysis across the teams, identified a critical ledger-mapping oversight, and recommended a backend engineering correction.
The Impact: Following the backend engineering fix, the weekly resolution effort was reduced from 13 hours to approximately 20 minutes. Through issue analysis and strengthened controls, I identified $275K in ledger exposure and helped prevent $685K+ in additional misapplied funds.

VBA ATM Dispute Claims Tracker

To address manual workflow friction, I designed and pre-tested a VBA-based ATM dispute claims tracker utilized by approximately 6 analysts. The tool actively routes work across Recon, TRIPS, Refile, Branch Request, and ATM Video workstreams. It features dashboard views, queue-specific pending lists, status update buttons, and EOD eligibility logic, laying the operational groundwork for broader workflow automation.

Process Transfer & Training Leadership

Led the end-to-end transfer of an operational process to another department. Serving as the process SME, I created the training materials, delivered the training, managed knowledge transfer, and provided ongoing post-transition support to ensure continuity.

IBM FileNet via ICN Documentum VBA Macros 🏆 ISpy Award: Identified $40K in fraudulent checks (Q1)

Bank Fraud Investigator

Discover Bank | Jan 2023 – Feb 2025

The Operational Environment

Operating within Fraud Operations, I investigated cases across the dispute lifecycle. My workload included Regulation E disputes, check fraud claims, and wire recalls. I navigated fraud intake, case pre-screening, and final case disposition workflows while analyzing trends using internal fraud platforms and Discover Network tools.

Key Initiatives & Impact

Linked-Account Fraud Disruption

The Problem: While reviewing queues, I noticed repeated accounts utilizing the same or highly similar addresses and phone numbers exhibiting identical fraud behavior.
The Action: I compared address, phone, and claim behavior patterns across profiles. I compiled these account lists, supportively documented the behaviors, and escalated the findings.
The Impact: The compiled metadata helped investigators connect the dots on linked-account fraud, intercepting approximately $75K in illicit activity.

Trend Monitoring & Audits

Supported department fraud trend monitoring and audit projects. By reviewing case activity to identify recurring patterns, I escalated process and control concerns within Fraud Operations to support investigative consistency and reduce repeat financial exposure.

FIS LexisNexis IBM Case Intake Discover Network Tools

Associate Consultant

TCS (Morgan Stanley Project) | Jan 2022 – Jan 2023

The Operational Environment

Deployed within a post-closing department, our team handled quality control processes. The existing workflow relied heavily on a manual, analog checklist process. Because review requirements changed dynamically based on the specific type of mortgage being audited, the manual handling of these repetitive checklists resulted in significant operational friction.

Key Initiatives & Impact

Workflow Automation & Rollout

To replace the manual process, I led the design, testing, training, and rollout of a formula-driven Excel workflow for a 12-user team. I built checklist logic that automatically adjusted review requirements by mortgage type. This improved standardization, reduced manual handling, and supported completed checklist attachment to stakeholder emails.

Documentation & Quality Assurance

I authored the Standard Operating Procedures (SOPs) and training materials, trained all 12 users, and provided post-rollout support for defects, questions, and enhancement requests. I partnered closely with TCS team leads and QA teams to validate workflow logic, standardize review steps, and improve quality review consistency.

Advanced Excel Formula-Driven Logic SOP Generation

Customer Relationship Consultant

U.S. Bank | Jan 2020 – Dec 2021

The Operational Environment

In this customer-facing role, I managed retail branch operations, handling complex account inquiries, fraud escalation, and project coordination. Working on the front lines provided foundational context for how customer behavior directly translates into backend ledger discrepancies and fraud alerts.

Key Initiatives & Impact

FEVA Escalation & Coordination

While reviewing customer transaction patterns, I identified highly concerning behaviors indicative of the Financial Exploitation of a Vulnerable Adult (FEVA). I documented the concerns and submitted the findings for formal fraud review, escalating suspected activity involving approximately $25K.

Branch Decommissioning Logistics

Coordinated on-site branch decommissioning activities. I handled customer communication, vendor handoffs, audit support, and operational follow-through, partnering directly with branch leadership and a regional operations manager.

Branch Operations Risk Escalation Vendor Handoffs

Solution Prototypes & Concepts

The examples below illustrate how operational knowledge can become better process design, stronger controls, and clearer technology handoffs.
*Note: These are functional prototypes utilizing sanitized, synthetic data to demonstrate workflow logic. They are not live production systems.

Concept I

ATM Dispute Resolution Hub

A prototype tracker tool conceptualizing how complex investigation data can be centralized to eliminate disconnected pend spreadsheets and automate evidence backup generation.

📄 View Architecture Spec 💻 Launch Prototype Sandbox
Concept II

Mortgage QC Verification Logic

A logic mockup demonstrating how context-aware digital forms can dynamically enforce compliance routing based on state and loan type, rather than relying on manual paper checklists.

📄 View Architecture Spec 💻 Launch Logic Sandbox
Concept III

Check Exception Workflow

A conceptual design illustrating how unifying mainframe reports, image repositories, and internal ledgers into a single execution workspace could shift operations to be 100% decision-focused.

📄 View Architecture Spec 💻 Launch Concept Sandbox

Skills & Education

The ability to improve a process starts with understanding the tools and rules that govern it.

Certifications

  • Certified Anti-Money Laundering Senior Specialist (CAMS / CAMLSS)
  • ABA BSA/AML Compliance Certificate
  • SQL for Data Science (UC Davis)

Education

College Coursework in Business Administration

Fraud & Dispute Systems

  • FIS & Fiserv
  • LexisNexis
  • Salesforce
  • IBM case intake tools
  • Discover Network tools
  • IBM FileNet / ICN
  • Documentum

Data & Automation

  • Advanced Excel (Formulas)
  • VBA Macros & Forms
  • Python & pandas
  • HTML & SQL fundamentals
  • Dashboard & report review
  • SharePoint & Miro
  • Monday.com

Regulatory & Risk

  • Reg E & Reg CC
  • NACHA & BSA/AML
  • Fraud investigations
  • Check fraud & wire recalls
  • Dispute operations
  • Branch fallout & ledgers
  • Audit findings & defect review

Let's Connect

I am interested in roles across fraud product operations, dispute systems, business systems analysis, workflow automation, operations transformation, and case-management platform support.

kylejallen22@gmail.com Connect on LinkedIn