Kirsten Carambot

Fraud Analyst Support | Ally Bank

• Supported Fraud Operations during high-volume periods by reviewing accounts using SAS, FACT AI, FACT VI, CMX, and EasyAdmin.
• Analyzed customer account activity to identify suspicious patterns, verify legitimacy, and determine appropriate fraud actions.
• Created and escalated CMX alerts/cases with clear documentation for investigator review.
• Managed restricted holds, verifying customer identity and clearing or escalating accounts based on findings.
• Handled inbound fraud calls, performing real-time authentication and resolving fraud concerns quickly and accurately.
• Reduced backlog and improved case turnaround through efficient workflow management and strong attention to detail.
• Reviewed and evaluated checks for potential fraud, including endorsement mismatches, altered items, counterfeit indicators, and unauthorized deposits.

• Analyze and investigate customer accounts for fraudulent activity within Ally's Risk Review department.
• Utilize Salesforce, WebCSR, FraudNet, Compass, and LexisNexis to research and validate customer information, assess risk, and make informed case decisions.
• Conduct detailed case reviews for failed authentication, contacting customers to verify identity and prevent unauthorized access.
• Mentor and train new team members transitioning into Risk Review, ensuring adherence to policy and accuracy expectations.
• Maintain a consistent 98% quality score, demonstrating exceptional attention to detail and compliance with all security procedures.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Utilized various software and tools to streamline processes and optimize performance.

I was able to pivot from my general agent position to assisting with Ally Banks ATO ( account take over team) on handling the wire fraud outbreak.

Due to this quick, temporary transition, this led me to develop new skills in following ATO procedures and processes. This has made me think more outside the box and analyst fraud and risk.

• Trained to handle trust accounts and assist with decedent calls and cases.
• Trained to handle IRA customers' account needs.
• Premier trained to properly handle our premier customer needs

• Organized and packaged medical supplies while maintaining compliance with safety and industry standards.
• Supported cross-functional operations to ensure timely fulfillment and shipment accuracy.

• Supported restaurant and event operations by maintaining clean, organized environments.
• Assisted with table resets, event setups, and closing duties, ensuring high-quality guest service.