Allison Kland Email & Phone Number

• Leveraged extensive Reg E and Reg Z knowledge to drive process automation• Engaged full operational strength and expertise in Fraud and Disputes to combat a growing trend of negative balance customers, generating the lowest monthly losses YTD.• Spearheaded the transition to a new BPO engagement, including defining operational treatment strategies, building a new training curriculum, and providing on-site training and support for the new teams.• Completed successful regulatory reviews of the Dispute process, including conducting extensive evaluations of new risk-scoring strategies and case management systems.

Salt Lake City, Utah, United States

• Led a comprehensive, strategic overhaul of fraud operations involving a full reimagining of team structures, investigation methodologies, workforce planning, training, quality monitoring, and compliance. • Pioneered the transition from process-specific silos to a channel-agnostic framework, boosting customer satisfaction while driving the seamless integration of new products and services. • Fostered innovation and efficiency in all facets of the department's operation, reducing the SOP library 50%, and safely lowering new account closures by 25%• Launched the bank’s pioneering machine learning fraud model, increasing accuracy in fraud prevention.• Oversaw a comprehensive analyst scorecard and leveling process overhaul and transformed staffing and budget models, consolidating processes for cost-effective operations.• Supported the safe and successful launch of critical products, including Column Tax, Zelle and Varo to Anyone • Completed an effective Business Process Outsourcing (BPO) of all RDC operations.• Developed career paths for analysts and created an efficient, agile environment to respond to new fraud alert types, allowing fraud strategy/data science to develop new alert channels to tackle emerging threats.

Salt Lake City, Utah, United States

• Spearheaded the comprehensive planning and successful launch of an architecture firm, overseeing business, marketing, and financial strategies, all executed during the challenges of the pandemic• Directed all aspects of financial and day-to-day operations, including improving new business development• Developed innovative strategies and financial forecasts, continually increasing annual revenues by 60%

Salt Lake City, Utah

• Directed all aspects of operations with a focus on establishing and implementing key goals, strategies, and activities to drive continuous business growth and success.• Cultivated partnerships with cross-functional stakeholders, including risk, fraud strategy, capacity, customer experience, and quality, to ensure a consistent and collaborative approach to improvement.• Oversaw the ongoing analysis and implementation of cost and efficiency opportunities within the division, decreasing operational expenses 10%. • Improved the audit success rate 50% and reduced operational risk categories 10%.

Salt Lake City, Utah

• Led cross-functional operational teams of bank fraud investigators, dispute, and recovery agents with a focus on reviewing fraud strategies/trends, managing process accuracy, and building team performance• Built the Salt Lake City Bank Fraud Unit from the ground up, creating all processes and expanding teams from 12 to 150+ employees delivering on all regulatory requirements, recoveries, and fraud loss mitigation• Directed the consolidation and reduction of core procedures to minimize operational waste• Leveraged prior bank fraud expertise to develop critical fraud strategies/training to optimize performance• Reduced fraud operational losses while safely scaling the operation• Spearheaded the build-out of the Reg-E, quality control, wire investigation, and recovery functions, generating $1M in recoveries within 12 months• Relocated the New Albany, Ohio, Bank Fraud Unit to Phoenix, Arizona, and Salt Lake City, Utah, centers• Performed a mass review/reduction of procedures, optimizing the BFU library from 97 to 45 SOPs• Organized and conducted an extensive Consumer Financial Protection Bureau review of the Dispute process

Slc, Utah

• Led a diverse global fraud analyst and officer team while monitoring for maximized productivity.• Created and delivered detailed analysis and actionable mitigation strategies to decrease fraud losses 15%. • Provided ongoing recommendations to reduce customer friction and improve the overall experience.• Reviewed and managed key fraud case outcomes, ensuring strict compliance with all regulatory guidelines.• Developed and maintained quality analysis structures, case guidelines, and best practices while strategically managing budgets, unit costs, and productivity metrics.• Launched the organization’s first BPO relationship by offshoring a substantial portion of the fraud analyst work and pioneered fraud awareness programs across all six affiliate banks.

Greater Salt Lake City Area

• Developed and managed strong affiliate relationships across six western banks, communicating fraud trends, root cause analysis, and mitigation strategies for each customer footprint.• Provided comprehensive ongoing support and data management to target emerging fraud attacks.• Pioneered fraud and security awareness, addressing and decreasing teller losses 15% by developing and executing engaging front-line training programs.

Greater Salt Lake City Area

• Designed and assessed essential risk management procedures, pinpointing and overseeing operational risks and controls.• Translated complex data insights into actionable risk management strategies to drive informed decisions.• Evaluated risk and control frameworks against key performance indicators, aligning core processes with organizational goals.

Greater Salt Lake City Area

• Oversaw the financial operations of the security division, ensuring optimal fiscal management and resource allocation to maximize profitability. • Established and meticulously reported on annual budgets, unit costs, and fluctuations in the income statement across diverse cost centers.• Applied financial insight to optimize resource distribution, significantly enhancing financial stability and operational effectiveness.

Greater Salt Lake City Area

• Pioneered and implemented an innovative Fraud Awareness communication strategy involving internal and external stakeholders• Researched and wrote targeted awareness campaigns tailored to address emerging fraud

Greater Salt Lake City Area

• Coordinated assignments to provide seamless service to customers and ensure adherence to procedures, federal regulations, and bank policies.• Oversaw the daily processing of work associated with the team, including ACH and wire transfer processing and account analysis.• Proactively researched potential issues and provided strategic solutions.

Greater Salt Lake City Area

• Developed and implemented comprehensive documentation meeting organizational standards.• Wrote user-friendly content meeting the needs of the target audience, turning insights into language for user success.• Built and maintained a detailed database of reference materials, including research, usability tests, and design specifications.

Greater Salt Lake City Area

• Maintained strong workflow by analyzing and refining standard operating procedures, such as budgeting, scheduling, communications, and office layout.• Coordinated internal and external resources to expedite workflow.• Oversaw and achieved all organizational goals while upholding best practices

Mastering Leadership Certification

Bachelor Of Business Administration - Bba, Business Administration And Management, General