Nicole Martin

• Recovered ~$800,000 per month annually in Visa Chargeback arbitration claims through strategic dispute resolution, protecting corporate revenue and minimizing losses
• Reduced overtime by 98%, increasing operational efficiency and fostering a stronger work-life balance across all dispute teams
• Optimized workforce efficiency, achieving a 20% reduction in headcount while increasing productivity through process automation, Verint, and strategic restructuring
• Led four departments with over 100 employees, aligning teams for cross-functional collaboration and improved efficiency
• Processed 20,000+ transactions monthly within a high-stakes Non-Fraud Disputes portfolio, ensuring compliance and risk mitigation
• Implemented third-party vendor partnerships, reducing operational costs and increasing productivity by 30% across dispute operations
• Collaborated with Treasury Management executives to enhance corporate customer relationships, bringing new revenue opportunities and strengthening retention
• Surpassed industry benchmarks in dispute resolution recoveries and chargebacks, outperforming peer financial institutions in efficiency, compliance, and customer satisfaction
• Maintained same day first touch for customer claims processing, exceeding industry standard by 7 days
• Developed and promoted high-potential leaders, creating a sustainable executive talent pipeline capable of managing multiple business lines
• Partnered with senior executives to execute enterprise-wide operational strategies, aligning dispute resolution frameworks with corporate financial goals
• Assisted with the development of automation initiatives (PEGA), leveraging technology to reduce manual processing times and improve resolution speed by 40%
• Incorporated Ethoca and Verifi dispute resolution tools, reducing chargeback volume by 20% and improving fraud detection accuracy, leading to faster case resolutions
• Leveraged Ethoca and Verifi alerts to proactively resolve disputes before escalation, cutting representment cases by 15% and enhancing customer satisfaction with faster refunds
• Redefined the low-dollar write-off threshold and policy, enabling the bank to recover more funds by increasing chargebacks while implementing a frequent flyer list to track and prevent abuse, resulting in $85,000 monthly cost savings and improved dispute integrity

• Drove significant reductions in fraud losses, achieving a 30% decrease across the bank’s debit and credit card units by implementing a comprehensive fraud prevention framework that enhanced detection and improved response strategies
• Developed and implemented a new procedure for charging back T&E "No Authorization" disputes, enabling the bank to recover funds more efficiently and reduce losses
• Managed end-to-end Reg E dispute processing across multiple products, including debit card transactions, ATM disputes, ACH transactions, Zelle payments, and A2A disputes, ensuring regulatory compliance, timely resolutions, and cost-effective chargeback strategies
• Oversaw the design and implementation of a comprehensive fraud prevention framework for PNC Bank, successfully enhancing financial security and operational efficiency
• Directed the development of enterprise-wide robotic fraud detection enhancements, securing digital banking operations against emerging cyber threats, which fortified our security infrastructure and protected client data
• Partnered with the Analytics team to ensure all Reg E disputes met regulatory timeframes by validating acknowledgment letters, customer notifications, and timely processing of credits, reducing compliance breaches
• Initiated and led a leadership mentorship program, which increased internal promotions by 15% in two years by focusing on targeted career development, thereby fostering a culture of professional growth and leadership readiness within the organization
• Strategically reduced attrition from 22% to 3% for two consecutive years, significantly boosting analyst confidence and stabilizing our workforce, which contributed to improved operational performance and team morale
• Developed and implemented enterprise-wide fraud mitigation strategies, reducing operational risks and increasing customer confidence, which enhanced PNC Bank's brand reputation and bolstered customer loyalty, leading to sustained business growth
• Aligned fraud resolution processes with regulatory compliance, ensuring that all dispute-handling procedures met industry standards, thus maintaining regulatory goodwill and minimizing legal risks, protecting the bank from potential sanctions and enhancing its compliance posture
• (BBVA acquisition)

• Partners with Technology to create an SMS text alert system for immediate fraud notification, which drastically improved the speed of fraud detection and response
• Oversaw compliance and operational enhancements under Regulation E and Z, managing all facets of ACH, wire, and online banking fraud
• Streamlined chargeback and dispute resolution processes, leading to more efficient case handling and a reduction in wrongful chargeback costs
• Launched the 3rd Shift Card Fraud Detection Department, successfully hiring, training, and developing a dedicated team, which led to the prevention and mitigation of over $20 million in potential losses from diverse fraud schemes including ATM fraud, elder abuse, account takeovers, directly enhancing the financial security of the organization
• Developed and implemented advanced fraud detection analytics, including heat maps and real-time reporting tools
• Re-engineered business workflows, improving dispute resolution efficiency and increasing case closure rates by 35%
• Spearheaded a leadership acceleration initiative, developing key leaders for future leadership roles and succession planning
• Enhanced fraud prevention training programs, increasing detection accuracy and reducing false-positive dispute claims
• Streamlined the resolution of a significant disputes backlog, implementing strategic process improvements and enhancing team productivity through targeted training and technology integration

• Managed third shift enterprise-wide fraud monitoring, developing strategies that increased fraud detection rates by 50%
• Developed and enforced stringent fraud monitoring protocols, which included the integration of advanced analytical tools and training programs
• Championed a culture of continuous improvement and innovation within the fraud detection center, fostering a proactive approach to fraud management that adapted to emerging threats and technological advancements
• Led regulatory adherence initiatives, ensuring compliance across fraud monitoring teams and eliminating audit discrepancies
• Implemented stringent verification processes for "Off Us" check deposits, integrating positive pay systems and advanced check inspection techniques. Implemented review protocols for MICR lines and watermarks, significantly reducing check fraud incidents
• Led the adoption and enhancement of sophisticated monitoring systems, including CheckSystems, to detect unusual activities indicative of fraud across account transactions and ATM withdrawals. Set strict transaction limits and developed targeted alerts that significantly reduced fraudulent occurrences
• Elevated enterprise-wide fraud detection capabilities, strategically developing and implementing detection strategies that increased detection rates by 50%
• Served as the BSA/AML Compliance Coordinator for all of Enterprise Fraud, ensuring that all fraud detection and prevention strategies aligned with BSA/AML regulations
• Streamlined fraud case escalation procedures, reducing resolution times and significantly enhancing the customer experience
• Optimized system performance by conducting regular maintenance checks and updates
• Assisted with the integration of real-time analytics and machine learning algorithms to swiftly identify patterns indicative of deposit fraud. Implemented a robust monitoring system that tracked transaction anomalies in real-time, allowing for immediate intervention. This strategic approach not only halted multiple high-risk fraud attempts but also facilitated a quantifiable reduction in fraud incidents by 17%, as measured by year-over-year comparisons of fraudulent transactions
• Reviewed incident reports, analyzing trends in order to recommend preventative measures for future occurrences
• Developed comprehensive documentation for all aspects of the monitoring process, resulting in increased transparency and accountability among team members.

• Dramatically optimized fraud dispute resolution workflows, leading to a 40% improvement in resolution speed and a significant reduction in fraud case backlogs
• Implemented robust risk assessment protocols across all fraud products, including credit cards, debit cards, wires, ACH, online banking, ID theft, Western Union fraud, and check fraud
• Trained staff on VISA chargeback rules and dispute resolution best practices, enhancing team expertise and reducing processing errors, while also assisting with the chargeback backlog, improving efficiency and ensuring timely case resolutions.
• Managed high-volume fraud investigations with a focus on precision and regulatory compliance
• Conducted regular audit checks and collaborated with the audit team to ensure all fraud detection and resolution activities met internal and external standards
• Led a diverse team in the training and supervision of fraud detection and resolution, enhancing their skills in handling a wide range of fraud types
• Fostered a culture of continuous improvement and collaboration within the fraud resolution team, encouraging open communication and the sharing of best practices
• Managed month-end reporting and key performance metrics for upper management, providing data-driven insights on Reg E dispute volumes, chargeback recovery rates, compliance adherence, and operational efficiency to support strategic decision-making
• Served as the primary point of contact for high-level escalations, resolving complex cases quickly and effectively
• Analyzed trends in customer concerns, proactively addressing potential issues before they escalated further
• Identified a fraud trend involving Western Union transactions, leading to the implementation of enhanced fraud controls that resulted in $450,000 in savings and strengthened the bank’s fraud prevention strategy. Recognized with a monetary award for contributions to mitigating fraud and protecting bank assets
• Developed comprehensive training materials for the department and led training sessions on fraud detection and dispute resolution processes, improving staff proficiency and ensuring compliance with Reg E and fraud prevention protocols
• Served on the Morale Team, organizing initiatives and events to boost employee engagement, foster a positive work environment, and enhance team collaboration, contributing to increased workplace satisfaction and retention
• Conducted monthly audits and one-on-one coaching sessions with staff to ensure Reg E compliance, accuracy in dispute processing, and adherence to fraud prevention protocols, leading to improved team performance and reduced errors
• Demonstrated expertise in navigating NACHA regulations, ensuring compliance in ACH transactions and effectively resolving disputes through established protocols
• Managed customer disputes related to unauthorized ACH debits, adhering to the 45-day reporting standard set by NACHA and Regulation E, while implementing internal processes for items outside these standards
• Enhanced team performance through consistent coaching and development of employees.

• Developed and implemented innovative fraud risk management strategies, reducing financial losses significantly and strengthening security protocols across the institution
• Led large-scale fraud operations teams, fostering cross-functional collaboration and ensuring streamlined dispute resolution
• Implemented dispute resolution best practices, which greatly improved regulatory compliance and reduced case backlogs
• Served as Assistant Branch Manager and QA in the Call Center, where I implemented quality control measures that boosted customer service ratings and streamlined operations
• Managed Home Equity Lines of Credit (HELOCs), overseeing all aspects from application to approval
• Managed Branch ATMs and Vaults, ensuring optimal operational efficiency and security
• Built strong customer relationships and successfully sold banking products, consistently ranking as a top performer in sales
• Trained and supervised teams across multiple departments, developing a skilled workforce adept at handling complex customer needs and operational challenges
• Provided training to employees on essential compliance topics, increasing overall awareness and understanding.
• Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
• Streamlined processes for increased efficiency in monitoring and reporting compliance activities.
• Served as liaison between management and staff on matters related to ethics, integrity, and compliance concerns or inquiries.
• Conducted thorough audits to identify areas for improvement in regulatory adherence.
• Compiled internal information for compliance audit by reviewing company policy documentation, non-compliance reports, and investigations into questionable conduct.

In Process