Manager Insurance

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PROFESSIONAL SUMMARY

Expert in developing effective and coherent business strategy while aligning it into business operation processes. Well versed in various industry regulations, policies, and procedures to conduct market-trend research, analysis and initiate effective solutions. Proficient in interpreting industry law to increase business efficiency and to ensure regulatory compliance. Experienced in the entire scope of project management procedures and staff administration. Astute communicator able to build strategic relations with clients for productive advocacy and complaints management, to liaise with government agencies, and to handle contract negotiations. An exemplary leader able to mobilize diverse professionals into high-performing teams and to transform executive leadership value sets. Outstanding analyst equipped with strong technology skills that enhance business capability and overcome challenges. ACCOMPLISHMENTS

Performed all functions of Chief Compliance Officer and developed a robust compliance foundation for a new insurance company

Worked closely with legal counsel, government relations, and state legislators to modify existing regulation related to unfair assignment of benefits, which resulted in protection of policyholder rights

Acted as corporate facilitator and liaison for all regulatory exams, applying a disciplined and honest approach with regulators, which resulted in a significant reduction in fines/penalties (i.e., 7 exams resulted in a combined total of fines of less than $30,000 vs. prior exams yielded fines of roughly $2 million)

Worked closely with state regulators to build trust through transparency and developing sound corrective action plans when violations were proactively identified

Reorganized a team of compliance professionals and streamlined all processes by eliminating unnecessary, non- value added steps, which resulted in 45% greater efficiency

Developed guidelines for compliance professionals to follow in responding to regulatory exams and inquiries, which resulted in 100% compliance (and 0% error rate) with state regulations/expectations related to accuracy, timeliness and completeness of responses

Created clear, written policies and procedures with embedded controls for department personnel that resulted in 75% fewer errors and 50% reduction in repeat/follow up complaints

Established a culture of honesty, integrity and trust that resulted in a 65%+ increase in department wide employee satisfaction within first 4 months of employment RELEVANT EXPERIENCE

PRESIDENT

Milner & Associates Regulatory Compliance Consulting –Atlanta, GA December 2016-Present https://www.mdmilnerandassociates.com/

My career has been rooted in developing and fostering a strong, ethical compliance foundation to ensure the highest standards for corporate integrity, consumer service and protection, as well as brand and image protection. Most recently

(December 2016 – current), I have served as Chief Compliance Officer for a new supplemental insurance company. Responsibilities include:

Development of a matrix of all applicable laws and regulations, to include interpretation of laws/regulations and the impact to business operations

Creation of all corporate compliance policies and procedures: o AML

o Privacy

o OFAC

o GLBA

o FCPA

o Code of Conduct and Ethical Behavior

o Producer Compliance

o Anti-Fraud

M O N I C A D. M I L N E R

3362 Renfro Street, Marietta, GA 30066

Tel.: 706-***-****

Email: ***********@*****.***

2

M O N I C A D. M I L N E R Relevant Experience – Continuation

Review, advise and approval of all policy language to ensure compliance with state and federal regulations

Draft compliance memos to investors, partners and regulators to advise of status updates on all projects

Review and approval of contract agreements with potential third party administrators to ensure compliance and protection of company interest

Development of annual risk management and audit strategies About my consulting firm:

I have over 20 years’ experience in the insurance industry, and I am committed to providing the highest level of service to my clients. I partner with regulators, agencies and companies to ensure consumer protection through ethical compliance with the letter and spirit of each state’s laws and regulations. I provide a comprehensive array of services to assist my clients in achieving their regulatory compliance goals. As a compliance professional, I offer expert services in Life, Accident and Sickness lines of business, as well as HIPAA and privacy matters. My services include:

• Proactively identifying and mitigating market conduct issues

• Facilitating regulatory exams

• Conducting organizational compliance reviews

• Performing risk assessments

• Developing and implementing corrective action plans

• Addressing consumer complaints

• Creating policy and procedure documents

• Conducting readiness exams

• Identifying industry best practices

• Performing legal research and aligning business practices

• Providing regulatory/compliance oversight related to:

Producer/agent activity

Advertising and marketing

Policy review

Fraud investigations

SENIOR MANAGER, CORPORATE COMPLIANCE, INSURANCE AND TESTING Altisource –Atlanta, GA June 2016-March 2017

Responsible for legal and regulatory guidance and oversight to ensure corporate compliance and mitigation of risks. Leverage knowledge of all federal, state and local laws, ordinances, regulations, GSE guidelines and client requirements to develop an applicable law matrix and ensure adherence for each business unit supported to include Human Resources, Vendor Management, Insurance Services, and Testing/Audit.

Conduct legal and regulatory research using various sources, such as Westlaw or state websites, to assess applicability of laws and regulations to the company’s business functions

Perform risk assessments to identify, rank and mitigate corporate risks

Review, advise and approve all regulatory matters related to insurance (licensing, advertising, HIPAA, premium collection, policy delivery, etc.), human resources/labor laws, and third-party vendors

Coordinate regulatory, legal and compliance projects to fulfill due diligence requests, regulatory exams, audits and CFPB preparedness

Design effective controls and appropriately map to associated risks to ensure compliance with regulatory and contractual requirements

Devise and maintain control-based testing methodology and collaborate with operations to ensure compliance and follow proper escalation procedure as needed

3

M O N I C A D. M I L N E R Relevant Experience – Continuation

Oversee business unit’s legal and contractual compliance and assess performance, reporting regularly on results to create visibility and transparency to executive leadership

Develop and drive implementation of corrective action plans and mitigation strategies as needed when gaps, violations, or non-conformances are identified

Review and respond to inquiries from state and local regulators, including CFPB and departments of insurance

Continuously identify areas of deficiency and develop creative solutions for process improvement

Manage and approve forms, templates and documents and establish policies, processes and procedures

Gather data and generate reports detailing compliance metrics in a timely and accurate manner

Utilize various technology platform on a day-to-day basis, such as Microsoft Excel, Word and PowerPoint, as well as Proviti, DocuSign and Crystal Reports

SENIOR MANAGER

GreenSky Credit – Covington, KY / Atlanta, GA March 2015-June 2016 Administration of daily operations of the Customer Resolution and Dispute/Chargeback teams to oversee resolution of customer and regulatory complaints and escalation of inquiries related to customer service, customer protection, merchant management, and sales.

Delivered leadership, coordination, and education to the Customer Resolution and Dispute/Chargeback front- line managers located in two company facilities

Developed compliance programs and management controls to ensure business unit adherence to compliance procedures; developed audit processes to monitor behavior, identify improvement opportunities, and developed corrective action plans

Provided oversight of daily operations to manage timely resolution of escalated customer complaints (via CFPB, Attorneys General, BBB, bank partners, and other regulatory agencies) and to ensure department’s compliance with KPI metrics

Collaborated with Workforce Management and Legal and Compliance departments to ensure regulatory compliance, and to interpret and apply industry law (Fair Credit Trade Act, and other applicable banking and credit laws/regulations), and interpret and apply MasterCard Dispute rules and regulations

Provided feedback on departmental performance to internal management, and handled regular reporting to company banking partners

Served as a subject matter expert to provide professional advice and guidance, to assign tasks, and to give instructions

Fostered team professional development though designing training materials in collaboration with Learning and Development staff

Assisted QA with enhancement of service delivery in complaint resolution and call center operations

Stayed abreast of latest industry trends and legislation to provide excellent customer advocacy

Displayed understanding of company products, operational processes, and systems while initiating improvement solutions to reduce customer complaints 4

M O N I C A D. M I L N E R Relevant Experience – Continuation MANAGER MARKET CONDUCT DOI COMPLAINTS AND REPORTING Aflac, Inc. – Columbus, GA 2000-March 2015

Employed to provide oversight and coordination of daily business unit operations through solutions development, correction of action plans, and audit of multiple business needs and challenges in compliance with organizational objectives. Managed regulatory compliance, customer satisfaction, market conduct insurance audit, mandatory regulatory reporting, problem analysis and reporting, and risk identification, assessment, and mitigation.

Established a culture of trust, respect, and cooperation to ensure employees’ active and effective engagement in performance aligned with organizational goals and customer requirements

Conducted market research and analysis on latest trends, and developed efficient strategies and action plans

Delivered inspiring leadership through setting a personal example, prioritizing goals, assigning tasks, developing and mentoring employees, and delivering overall guidance to meet business growth targets

Performed project management including, but not limited to tactical planning, cost evaluation, feasibility analysis, implementation, and follow-up to recommend enhancement solutions to service turnaround time, quality, and productivity

Built strategic partnerships with industry and government agencies along with state insurance departments to provide inquiry responses, resolve issues, interpret laws and regulations, prepare to audit investigations, and negotiate settlement agreements

Established collaboration with Government Relations staff and lobbyists to determine, amend, and draft legislation for the company’s success and business sustainability

Maintained update with relevant industry-related legislation and various state-specific regulations, policies, mandates, and reporting deadlines via continuous track of bulletins, advance regulation notices, etc.

Conducted review of company practices, processes and trends, and analyzed statistical reports to detect fraudulent activity and insolvent practices, and initiated corrective solutions to senior management

Executed risk assessment and mitigation to spearhead workflow processes and to contributed to compliance initiatives development, and provided efficient respond to regulatory investigations and audits

Developed solutions aimed at improving and maintaining a company’s positive brand/image

Represented the company at professional and industry association meetings, seminars, and conferences, such as NAIC, IRES, ACLI, AICP, and ICAE

5

M O N I C A D. M I L N E R Relevant Experience – Continuation OTHER EMPLOYMENT

Supervisor – Operations Risk Management (6 years)

Financial Analyst II/Operations Analyst II, HRIS Analyst (3 years) Assistant Credit/Collections Manager (6 years)

Office Manager (4 years)

EDUCATION

Bachelor of Science in Organizational Leadership, Cum Laude• Northeastern University, Boston, MA Associate of Science in General Studies (GPA: 3.4) • Columbus State University, Columbus, GA CERTIFICATIONS

Certified Risk and Compliance Management Professional (CRCMP)

Associate in Insurance Regulatory Compliance (AIRC), in progress

Manger Certification, Franklin Covey, 4DX (Four Disciplines of Execution)

Market Conduct Management (MCM) Designation

Lean Six Sigma Green Belt

PROFESSIONAL MEMBERSHIP

Sustaining Member and Board of Directors Nominee of Insurance regulatory Examiners Society (IRES)

Member of Association of Insurance Compliance Professionals (AICP)

Member of Insurance Consumer Affairs Exchange (ICAE)

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