Legal & Compliance Specialist
6/2022Present
Boon Administrative Services, Inc.
- Conducted comprehensive research on state policy mandates and federal regulations, including the Affordable Care Act (ACA), HIPAA, and ERISA, ensuring up-to-date compliance and informed decision-making.
- Efficiently managed and responded to Department of Insurance complaints and attorney-submitted subrogation files, record requests, subpoenas, and other correspondence, maintaining a high level of professionalism and accuracy.
- Collaborated with insurance carriers to assess the applicability and impact of state mandates and regulations on BAS's book of business, influencing policy and procedural adjustments.
- Interfaced with BAS business units to address compliance matters, achieving 100% compliance with relevant regulations and standards.
- Developed clear and concise documentation to support compliance initiatives, facilitating seamless communication and understanding across departments.
- Utilized strong analytical skills to interpret complex regulatory information, providing actionable insights to senior management.
- Maintained consistency in reporting and communication, ensuring a professional and error-free presentation of compliance-related materials.
- Proactively identified potential compliance risks and implemented strategies to mitigate them, safeguarding the company's interests and reputation.
Insurance Specialist
4/20216/2022
Marsh McLennan
- Supported the core brokerage renewal process, ensuring timely and consistent information and communication flow between Marsh, carriers, and clients throughout the policy life cycle.
- Gathered and reviewed required client information, capturing it in appropriate systems to enable client teams to present operational recommendations effectively.
- Utilized in-depth insurance knowledge to handle carrier documents, including quotes, binders, and policies, ensuring accuracy and compliance.
- Facilitated seamless communication between stakeholders, enhancing the efficiency of the renewal process and improving client satisfaction.
- Collaborated with cross-functional teams to develop and refine operational strategies, resulting in a 10% increase in client retention rates.
- Maintained consistency and clarity in all communications, avoiding industry jargon to ensure comprehensibility for all stakeholders.
- Diligently proofread all documentation and communications, ensuring they were error-free and professionally presented.
P&C Customer Support Specialist
8/20204/2021
BOLT Insurance Agency
- Built strong relationships with clients by leveraging trust and in-depth product knowledge, enhancing customer satisfaction and loyalty.
- Engaged with prospective clients to accurately assess and address their insurance needs, contributing to increased sales and client retention.
- Collaborated closely with Underwriting and Sales teams to ensure comprehensive service delivery, effectively meeting each caller's needs.
- Efficiently processed policy payments and endorsements, maintaining accuracy and timeliness in all transactions.
- Delivered first-call resolution for a wide range of inquiries and scenarios, improving customer experience and reducing follow-up calls.
- Maintained consistent and professional communication, ensuring clarity and understanding in all client interactions.
Renters Insurance Specialist
12/20196/2022
Mainstreet Renewal
- Conducted thorough reviews of Renters Insurance non-compliance reports, ensuring accurate verification and application of non-compliance fees, enhancing compliance by 15%.
- Managed daily communication for the Renters Insurance email inbox, ensuring timely and effective responses to inquiries and issues.
- Coordinated bi-monthly non-compliance reporting, maintaining consistency and accuracy in accordance with renters insurance policies and procedures.
- Developed and dispatched applicable notices, ensuring adherence to established renters insurance guidelines and improving policy compliance.
- Utilized clear and concise communication to explain complex insurance terms and procedures, ensuring understanding among clients and stakeholders.
- Maintained consistent formatting and style in all documentation, enhancing professionalism and readability.
- Diligently proofread all communications and reports, ensuring they were error-free and accurately conveyed the intended message.
Business Owner
3/201912/2019
Highlander Agent
- Prepared to market and sell various insurance products for various carriers as an independent/self-employed agent.
Senior Compliance Analyst
9/20183/2019
Continental, LTC
- Spearheaded the administration of company compliance programs, ensuring adherence to laws, regulations, and rules from federal, state, and self-regulatory organizations, significantly reducing non-compliance exposure.
- Analyzed new or revised statutes and efficiently implemented new requirements companywide through the regulatory change management process.
- Conducted thorough research on policyholder complaints, providing responsive and accurate information to policyholders and respective state Departments of Insurance.
- Managed the company's reporting requirements for all regulatory entities, ensuring timely and accurate submissions.
- Led initiatives to enhance compliance processes, resulting in a 20% improvement in compliance efficiency and reduced risk exposure.
- Developed and maintained comprehensive documentation of compliance procedures, ensuring consistency and clarity across all departments.
- Collaborated with cross-functional teams to ensure seamless integration of compliance requirements into business operations.
Regulatory Compliance Analyst
6/20179/2018
DXC Technology
- Analyzed and responded to regulatory inquiries from state regulators with a 98% accuracy rate, ensuring uniform and timely communication.
- Conducted comprehensive statutory reviews of laws and regulations, assessing business impact and completing accurate risk assessments to develop actionable recommendations.
- Communicated findings and recommendations to management, enhancing decision-making processes and regulatory compliance.
- Deciphered compliance and regulatory data trends to identify root causes, providing detailed reports to business or project teams for informed strategy development.
- Investigated and resolved compliance issues by devising corrective action plans, effectively mitigating future risks and enhancing regulatory adherence.
- Maintained consistency and clarity in all communications, avoiding industry jargon to ensure comprehensibility for all stakeholders.
- Ensured error-free documentation and reporting, contributing to a professional and reliable compliance framework.
- Led initiatives to improve compliance processes, resulting in increased efficiency and reduced regulatory risks.
Senior CSR Representative (temporary)
2/20176/2017
Aerotek Professional Services
- Leveraged departmental resources to efficiently address inquiries from providers concerning claims, eligibility, covered benefits, authorizations, and pharmacy-related matters, ensuring comprehensive support.
- Achieved first-call resolution by collaborating with appropriate internal and external resources, enhancing customer satisfaction and operational efficiency.
- Responded to policyholders' questions regarding policy benefits, providing clear and accurate information to facilitate understanding.
- Documented all activities meticulously in the Customer Relationship Management (CRM) application, ensuring accurate quality and metrics reporting.
- Maintained high performance and quality standards by adhering to established call center metrics, including turn-around times, contributing to overall service excellence.
- Utilized effective communication skills to convey complex information in a clear and concise manner, avoiding industry-specific jargon for better comprehension.
- Adapted quickly to the temporary role, demonstrating flexibility and a strong ability to meet the demands of a fast-paced work environment.
Disaster Recovery Liaison (6 month contract)
9/20162/2017
City of Austin Homeland Security/Emergency Management
- Assisted city departments in compiling project funding documentation for grant closure, ensuring compliance and accuracy during the audit process.
- Participated in site inspections to verify completion of project work according to specified scope, enhancing project accountability and transparency.
- Developed and implemented a comprehensive process for documenting disaster recovery costs, resulting in improved accuracy and effectiveness for city departments.
- Compiled a detailed manual outlining the new documentation process, facilitating better understanding and adoption among city departments.
- Served as a subject matter expert in insurance, providing specialized knowledge and guidance to enhance disaster recovery efforts.
- Maintained consistent and clear communication with all stakeholders, ensuring a smooth and efficient audit process.
Business Analyst (time limited contract)
10/20157/2016
Independent Contractor
- Identified and documented business and functional requirements during the design and build process, ensuring proprietary software modifications aligned with client business needs.
- Acted as a liaison between end users and the software development team, participating in system testing, data validation, and documenting over 300 software bug reports.
- Supported both U.S. and offshore teams in various testing phases, including application, integration, product, regression, and user acceptance testing.
- Engaged in multiple phases of the product life cycle, such as analysis, design, and testing, for a major insurance carrier’s universal life policy systems.
- Delivered project requirements and service levels in a deadline-driven environment to manage project requirements.
- Maintained consistency and clarity in communication, avoiding technical jargon to ensure understanding across diverse teams and stakeholders.
Assistant Recovery Officer
10/201410/2015
Texas Division of Emergency Management
- Enhanced grant processing efficiency by 25% through effective time management and task organization, ensuring timely and efficient closure of grant files.
- Conducted comprehensive applicant site surveys, utilizing attention to detail and critical thinking to validate the grant's scope of work and ensure compliance with FEMA grant statutes and funding agreements.
- Executed over 20 Preliminary Damage Assessments in collaboration with FEMA, providing critical insights for disaster response planning.
- Led over 20 Initial Applicant Briefings with government officials following a Presidential Disaster Declaration, facilitating clear communication and understanding of disaster recovery processes.
- Coordinated and conducted training sessions for applicants on federal assistance requirements, ensuring successful FEMA grant applications from initiation to completion.
- Maintained consistent and clear communication with stakeholders, avoiding jargon to ensure comprehensibility of grant processes and requirements.
- Ensured all documentation and reports were error-free and professionally presented, enhancing the credibility and reliability of grant management activities.
- Demonstrated adaptability and problem-solving skills in dynamic emergency management environments, contributing to the overall success of recovery efforts.
Associate Compliance Analyst
4/20133/2014
Texas Windstorm Insurance Association
- Evaluated and monitored Texas Windstorm Insurance Association's activities to ensure compliance with regulatory standards, addressing consumer and state complaints effectively.
- Conducted statutory reviews of laws and regulations, completing accurate risk assessments and developing actionable recommendations communicated to management.
- Provided compliance input on business action plans and projects, ensuring alignment with regulatory requirements and operational objectives.
- Analyzed compliance and regulatory data trends, identifying root causes and reporting findings to business or project teams for informed decision-making.
- Achieved a 20% reduction in response time for complaint and inquiry responses to the Texas Department of Insurance Consumer Protection and Fraud/Investigative Division.
- Managed and responded to over 200 consumer and regulatory inquiries, maintaining a high standard of efficiency and accuracy.
- Processed and closed over 100 open records requests within established timeframes and procedural guidelines, ensuring compliance and transparency.
Insurance Specialist/Compliance Analyst/Program Administrator
10/20034/2013
Texas Department of Insurance (TDI)
- Evaluated consumer insurance policies and claims for compliance with the Texas Insurance Code, demonstrating strong proficiency in policy interpretation and claims handling.
- Resolved consumer complaints and inquiries by applying a solid understanding of company underwriting procedures and concepts.
- Strategically planned and executed file inventory reduction projects, successfully closing over 200 consumer insurance complaint files ahead of schedule.
- Led electronic data collection projects for TDI, identifying over 2,000 stakeholder companies and updating standard operating procedures, consistently delivering projects 90% ahead of schedule.
- Developed and implemented modifications for over 100 web pages to meet W3 accessibility standards, completing the project three months early.
- Coordinated disaster response efforts as TDI’s disaster team lead, facilitating fieldwork at FEMA Disaster Recovery Centers and liaising with Texas Disaster Coalition members.
- Monitored project quality control, ensuring all scope deliverables were validated before project closure, maintaining a consistent track record of early completion.
- Communicated effectively with stakeholders, ensuring clarity and understanding of complex insurance and compliance issues.
Bachelor of Science Business Management
20172018
Western Governors University
Project Management Certificate
20142014