Diligence International Group is a full service leader providing high quality information and investigation service to the financial services industry. Responsible for the development of investigation solutions in an ever-changing environment, providing insights into fraud trends, and providing consultation services for claim and underwriting processes for the detection and prevention of fraud.

Responsible for the oversight of the Individual and Group life and living benefits teams including adminstrative and complex claims, setting strategy to maximize efforts to share best practices and trends with clients, and mentoring team to achieve strategic objectives.

The Marketing and Membership Development Committee for the ICA is responsible for the recruitment of new member companies as well as outreach to existing members.

Responsible for the administration of reinsured group and individual life claims for the United States and Canada. Key to the success of this position has been building relationships with clients and protecting the interests of Swiss Re. I was also part of the North American management board and had responsibilities for business continuity and data protection.• Strengthened financial reporting of claims with volumes of approximately 40,000 claims totaling $2.3 billion annually.• Initiated and implemented processing improvement strategies in the United States that became the model for strategic analysis globally.• Conceptualized and led the implementation of an annual multi-disciplined two-day Client Claims Forum for top clients to promote Swiss Re’s value to the client, and to create a positive environment with clients were information can be shared and exchanged.• Developed and implemented quarterly “claim review” reports as an entrée for a quarterly claims discussion with our top clients to have an open dialogue on trends, learn from clients, and to promote Swiss Re’s value proposition.• Oversaw the implementation of Swiss Re’s Claims Community web portal for our active clients.

Responsible for managing the claims of the purchased blocks of in force business, transitioning the administration to TPAs, and then overseeing the TPAs to insure compliance with insurance regulations and company standards. • Oversaw processes for approximately 5,000 claims monthly administered by TPAs ranging in size from a few thousand dollars to millions.• Developed process changes and controls to bring TPAs into compliance with state and federal regulations, transitioned processes of purchased blocks into TPA-managed processes• Negotiated service standards and penalties for major TPAs, and assisted with drafting language for the service agreements.• Managed direct claim operations of multiple companies including Valley Forge Life (formerly owned by CNA), Guarantee Reserve Life, and Northern Life while transitioning processes to TPAs.

Hired as a manager 11/97, promoted to Assistant Vice President, 5/99, and Vice President 5/2000. Oversaw operations of the life and annuity death claim processing of six companies owned by GE Financial Assurance (GEFA) and one company for which GEFA is a TPA. • “Six Sigma” trained passing Black Belt certification exams. • Orchestrated the integration of 7 company’s claim operations into 1 entity-independent unit.• Developed new claim system to replace non-Y2k legacy system. • Reduced claim systems from 3 to 1 by championing the enhancements to new claim system.• Led a Bullet Train team to reduce professional fees 50% without sacrificing quality.• Increased productivity 50% through six-sigma methodologies and automation of key processes. • Led introduction of product which is expected in yield $600,000 annually using six-sigma tools• Approved and defended the denials of over 38 million dollars in unwarranted death benefit claims.

Managed all aspects of customer service related to claims, annuities, list bills, contract settlements, and business continuation (disaster recovery). This included researching tax issues and assisting the sales representatives with developing sales. It also included the management of death claims, disability claims, and contract settlements. Responsible for setting procedures and guidelines; interpretation and application of policy language; coordinating fraud investigations; and testifying on behalf of Shenandoah Life. • Project leader for my area for converting legacy mainframe system to an AS400 LAN-based system.• Teamed with Marketing Department, Product Development and Actuarial Department to develop a new annuity product series including sales program.• Successfully worked with in-house and external attorneys to defend litigated claim cases.• Provided the best claims processing time in the industry per LIMRA surveys while reducing staff.• Utilized new technologies to convert financial reporting from a manual process to an automated process reducing preparation time from 5 days to less than an hour.• Partnered with IT to develop a SPIA repetitive payment system that increased productivity 50%.