Customer Service Project

KENNETH JOSEPH-JAMES

**** ****** **** ***** *******, TX 77088 • Tel: 713-***-**** • *******.***********@*****.***

Seeking Employment/Advancement Opportunity

Versatile leader, strategic thinker and problem-solver with more than eleven (11) years of successful

audit/compliance leadership, claims management, IT project management, and customer service

management experience

. A collaborative leader with strong consensus building skills, proven negotiating

skills, motivational ability and excels at combining quantitative tools with qualitative decision-making.

Loyal team player, respected for objectivity and fairness with a winning focus.

ACADEMIC CREDENTIALS

Master of Business Administration in Finance • Avila University • Kansas City, MO 01/07 –

06/09

Bachelor of Arts in Bus Admin: Finance & Mgmt. • Park University • Parkville, MO 08/02

– 07/06

TECHNICAL EXPERTISE

Microsoft Access, Excel, Word, PowerPoint, JDE, SAS, SAP, Project, SiCS/NT, Crystal Report, Lotus Notes

Client, Oracle Financial, Hyperion, PAM, Bloomberg, LEXIS/NEXIS, and Citrix Client.

PROFESSIONAL SYNOPSIS

Management Consultant • The Amplexus Group, LLC • Chantilly, VA 05/10

– 03/13

Oversaw and managed Mortgage Compliance Program, functioning as an independent and objective

Lead Compliance Auditor. Performed staff supervision, mentored, and acted as a source of reference and

conducted trainings. Established project scope control procedures, developed documentation processes,

monitored projects and prepared periodic project status reports in communication with executives.

• Performed comprehensive review of all files for fraud, excessive seller concessions, and property

flipping schemes, as well as straw buyer scenarios, and fraudulent income and asset

documentations.

• Reviewed and evaluated compliance issues/concerns within the Department of Housing and

Urban Development (HUD) - Home Equity Conversion Mortgage Claims Portfolio.

• Conducted quarterly reviews of the banks HMDA data, conducted forensic analyses of customers'

financial background, monitored reports for money laundering, structuring and fraud, and

reviewed files of Suspicious Activity Reports for the company.

• Developed Excel worksheets to collect, report and manage data for the analysis of loan data,

financial loss and recoveries for scoring and trending purposes; worksheets were subsequently

adopted for use by HUD's National Service Center.

• Reviewed and verified the validity of expenses and calculations, and Accounts Receivables due to

HUD from loan servicers. Reviewed and verified loan performance, types of evictions, including

foreclosure methods and or bankruptcies.

• Audited Federal Housing Administration (FHA) Home Equity Conversion Mortgage insurance

claims to ensure claims are compliant with the Federal Department of Housing and Urban

Development regulations.

• Performed in-depth review of all loan files utilizing problem solving skills, as well as risk analysis,

according to company and Fannie Mae selling and DU guidelines.

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KENNETH JOSEPH-JAME

Senior Claims Analyst (AVP) • Swiss Re America • Overland Park, KS

06/08 – 04/10

Managed multifaceted property and casualty claims: environmental, construction defects, and

professional liabilities and workers compensation. Reviewed and analyzed excess of loss treaties, quota

share and facultative agreements. Reviewed large claim files and litigation strategies; managed special

projects and updated senior group managers.

• Developed segregated electronic claims payment approach for ceded insurers in receivership,

selected and assigned workflow to team members, as well as measured project performance and

reported project status to senior management team.

• Utilized SAS fraud detection tools in datasets predictive modeling. Performed datasets linked-

analysis; probability of fraudulent behavior; the dollar amount of fraud and identified other factors

of fraud.

• Performed operational compliance audit, claims data quality and payment controls analysis: claim

reserves, medical billing statements, and attorney fees and audited premiums.

• Developed & implemented peer to peer performance review program - improved quality by 26

percent, researched payment settlements, monitored litigation proceedings and trained claim

professionals.

• Leveraged information technology skills to enhance customer service experience and client

satisfactions within the claims operations group. Led the transformation of web-based claims

management system functionality, paperless and file security that improved document sharing

between our companies (ceded insurers and reinsurance brokers).

• Liaised with Group IT and contributed to the transformation of Swiss Re’s web-based claims

management system functionality. Suggested bulk document transfers (paperless) option and

advanced file security that improved document sharing between Swiss Re, ceded insurers and

reinsurance brokers.

• Reviewed and audited claims reserves, researched billing statements, and attorney fees and

facilitated monthly risk review meetings with Special Investigation Unit and other departments as

needed.

• Improved claim file qualities, customer service and reviewed high value settlement payments in

compliant with Sarbanes-Oxley Act (SOX) requirements.

Senior Claims Adjuster • Zurich Financial Services • Overland Park, KS 07/07 – 05/08

Adjudicated commercial property claims, determined the appropriate course of actions, conducted loss

cause analysis and determined the scope and extent of liabilities . Demanded and reviewed relevant claim

documents, established loss expense and payment reserves, issued payment approval and denial letters.

Supported regional management team and reported loss trends to the underwriting team.

• Determined the appropriate course of actions, conducted loss cause investigations and

determined the scope and extent of liabilities. Demanded relevant documents and issued

approvals and denials of claim payments, as well as established loss expense and payment

reserves.

• Proffered claim settlement solutions, and negotiated claims in the company's interest and actively

participated in litigation proceedings.

• Conducted needs analysis to determine the performance and productivity of staffing and

technology; recommended to upper leader process improvement enhancements leading to 15%

decrease in department spending.

• Adhered to state and federal regulations to ensure policies and procedures were followed,

implemented internal auditing mechanisms to ensure accuracy.

• Managed client accounts including benefit implementations, agendas and meetings, report

analysis and escalated issues.

• Recovered over $890K in unjustified claim settlements by diligently reviewing and reanalyzing

finalized claim files. Supported regional offices and communicated loss trends to the underwriting

team.

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KENNETH JOSEPH-JAME

• Formulated claim correspondence, and maintained effective communication with attorneys

representing claimants and periodically updated internal claim counsels. Consulted with and

analyzed reports from medical, legal, and vocational experts against established guidelines, and

effected appropriate expert claims resolution.

• Led the successful implementation of the claims triage reporting system through collaboration

with Pitney Bowes document management services.

Technical Project Consultant • AlivePromo, Inc. • Kansas City, MO

12/05 – 02/08

Directed and performed strategic project planning, fulfillment, installation, network configuration,

maintenance, and marketing analysis and consulted on equipments and fixture designs and creative

application programming. Established project scope control procedures, developed documentation,

monitored and reported project status, effectively communicate with executives.

• Developed and implemented scalable solutions defined and map project scope, specifications,

project timeline, resources, and budget requirements from point of planning through

implementation.

• Developed the implementation of contingency plans, conducted risk assessments and p erformed

risk analysis and quality assurance to ensure compliance with Service Level Agreements.

Mutual Fund Accountant Intern • State Street Bank & Trust • Kansas City, MO 05/06 –

08/06

Maintained the accounting records for many global mutual funds; calculated and reported their daily Net

Asset Values (the price of the fund). Processed and accounted for all transactions within the fund

including but not limited to: The purchase or sale of domestic and foreign stock, options, futures, foreign

exchange contracts, subscriptions, redemptions, expense payments, daily accruals, and income.

• Full accounting and administration services provided for a wide variety of fund structures including

foreign and domestic equity funds, fixed income, money market, derivative, and REIT funds.

• Required to recognize a wide variety of corporate actions (dividends, stock splits, rights offers

etc.) and apply the correct accounting treatment.

• Reconciled all accounting records with associated bank statements in order to identify cash and

asset breaks and assess the risk of the discrepancy. I am then held accountable for the

investigation and timely resolution of the break.

• Performed the nightly dissemination of fund prices and distribution rates to our clients, NASDAQ,

and other interested third parties.

• Answered any and all queries from clients, auditors, or interested parties regarding the accounting

methods and transaction activity within the funds in a timely and accurate manner.

• Developed a deeper interest and understanding of world financial markets.

IT Project Specialist • Park University • Parkville, MO 08/02 – 07/06

Reported directly to the Assistant IT Director of Information Technology Service. Performed IT

infrastructure assets (hardware and software) reporting and managed relationship with vendors. Lead

and managed a team of twelve resources by effective schedule and resource management strategy and

introducing team building activities. Conducted asset planning, purchasing, systems and software

tracking, controlling, auditing, reporting of asset activities and contributed to IT budgeting. Developed and

maintained processes for managing and tracking the full IT asset, license, and maintenance lifecycle from

procurement to retirement. Maintained defined policies and updated procedures for effective asset

lifecycle management including acquisition, deployment, utilization, de-installation, and reallocation.

• Led the competitive bidding processes (RFP/RFQ) for IT hardware, software, maintenance, and

services. Implemented IT vendor selection criteria and decision-making guidelines.

• Administered Software Maintenance contract renewals process and budget. Conducted thorough

sourcing and rationalization of all maintenance renewals and monitored license compliance.

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KENNETH JOSEPH-JAME

• Conducted systems audit certification for Board of Trustees, reviewed and created checklists for

IT system controls and applications, formulated clear and concise reports and discussed audit

findings with senior IT leaders.

• Audited the Financial Services Department system control, as well as other departments,

Established audit scope, prepared assessment documentations, prepared project status reports.

Identified misstatements, errors, and system weaknesses.

• Tracked and reported software licenses and ensured compliance with contract license

agreements. Managed Microsoft Enterprise Agreement True-Up process, including rationalization

of Microsoft license deployment and annual reporting of usage and cost.

• Facilitated the review of IT vendor contracts and participated in negotiation of contracts terms and

conditions.

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