Experience

The Hartford

• United States
• Financial Services
• 700 & Above Employee

• Assistant Director, Personal Lines Compliance

  • Apr 2017 - Present

• Compliance Manager

  • Jan 2013 - Apr 2017

• Learning Exchange Underwriting Manager

  • Dec 2011 - Jan 2013

  Manage and coach a team of tenured Personal Lines Underwriters Analysis of Underwriting, Quality, and Operational dataFocused development of staff product expertise through extensive quality monitoringEnsure Personal Lines Underwriting philosophy is executed appropriately in all interactionsActively partner with Product, Compliance, Legal, Operations, and Field Sales to achieve company objectives related to growth and policy retentionRecommend product and process enhancements to improve profitability of Personal Lines book of businessFocus on providing exceptional customer experience by incorporating The Hartford Brand into all Underwriting processes and analyses Drive policy and premium retention efforts through attention to balanced decision making and Customer experiencePartner with Operations to design, support, and implement a sustainable model of swinging Underwriting staff to handle Customer Care workload on critical need days Show less

• Aligned Underwriting Manager

  • Apr 2009 - Nov 2011

  Managed and coached a team of tenured Personal Lines UnderwritersAnalysis of Underwriting, Quality, and Operational dataFocused development of staff product expertise through extensive quality monitoringEmphasis on skill building and relationship development in Agency business segmentAssisted Agency and Sales partners with analysis of book of business performance; recommended process and/or business model adjustmentsEnsured Personal Lines Underwriting philosophy was executed appropriately in all interactionsManaged Personal Lines performance for Western Division in partnership with Product, Compliance, Legal, Operations, and Field SalesMonitored market conditions and state regulatory environments Recommended product and process enhancements to improve profitability of Personal Lines book of businessFocused on providing exceptional customer experience by incorporating The Hartford Brand into all Underwriting processes and analyses Show less

• Resource Underwriter

  • Aug 2003 - Apr 2009

  Monitored quality results for call center staff, implemented product and skill-based training where appropriate. Consistently pursued improvements to existing processes in an effort to drive expense reduction and improve quality results. This included identifying/creating common tools for simplifying application processing and implementing creative training techniques for challenging products in both Agency and AARP segments. Created training material and facilitation guides for Underwriting related curriculumEffectively managed a project group; in addition to creating and facilitating all training, responsibilities included ongoing coaching and development of employee thought process and skill.Reviewed loss data and financial results to identify customer, product, and loss trends. Monitored regulation changes in highly volatile state environments; partnered closely with Legal and Compliance to ensure Hartford processes adhered to stringent requirements. Show less

• Learning Exchange Technician

  • Feb 2002 - Aug 2003

• Customer Care Representative

  • May 2000 - Feb 2002