Business Analyst Client Relations

KAREN G. DUNBAR

240-***-****

karengdunbar**gmail.com

LinkedIn/in/KarenDunbar

Client Relations Specialist Business Analyst Senior Underwriter

~ Proven leader in flood insurance underwriting, federal compliance, and stakeholder engagement ~ Experienced insurance professional with over 15 years of success in flood insurance underwriting, business analysis, and client relationship management. Expert in evaluating risk, managing policy portfolios, and interpreting complex FEMA regulations. Adept at aligning underwriting decisions with business goals, improving operational workflows, and delivering exceptional service to agents and policyholders. Recognized for driving regulatory compliance, fostering agency partnerships, and supporting high-volume environments with precision and professionalism. Experienced in managing the Annual Arrangement process for Write-Your-Own (WYO) Companies, including profile updates, performance tracking, and compliance documentation in coordination with FEMA guidelines. OST Global Inc., Hyattsville, MD

Write Your Own (WYO) Business Analyst Senior Underwriter March 2019 – Present Serve as a liaison between clients and development teams by gathering, documenting, and translating business and software requirements into functional deliverables. Develop a wide range of documentation including user stories, workflow diagrams, and data models to support FEMA's insurance systems. Leveraged deep underwriting knowledge to ensure accuracy in risk data and policy administration across FEMA's national insurance programs.

» Engage client to gather software requirements/business rules and ensure alignment with development teams.

» Translate stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams.

» Prepare company monthly and annual profiles, claims, and arrangements for major insurance companies.

» Obtain direct contact with the principal coordinators of the right-to-own insurance companies.

» Conducted underwriting-level analysis of complex insurance data submissions to ensure accuracy, risk viability, and compliance with National Flood Insurance Program (NFIP) standards.

» Reviewed and provided guidance on underwriting documentation, including policy terms, rate justifications, and historical risk profiles, to support FEMA system enhancements. Schatz Publishing, Hyattsville, MD

Client Relations Specialist August 2008 – February 2019 Served as a key liaison for NFIP agents and clients by providing responsive, regulatory-aligned support for FEMA’s National Flood Insurance Program (NFIP). Built and maintained strong relationships with agency partners while guiding them through complex federal policy changes and program updates. Actively contributed to client satisfaction, agent education, and NFIP program growth through hands-on support and problem resolution. Collaborated cross- functionally to ensure accurate policy interpretation and foster trust-based partnerships.

» Provided detailed guidance on FEMA regulations and NFIP policy requirements, including Biggert-Waters and HFIAA reforms.

» Supported agents through the NFIP application process, ensuring clarity around eligibility, documentation, and compliance.

» Acted as a trusted point of contact for agents across FEMA regions, resolving complex policy inquiries and maintaining service excellence.

» Helped agencies navigate policy changes and program enhancements, contributing to retention and growth of NFIP Direct business.

» Facilitated communication between internal teams and agency representatives to streamline responses and improve outcomes.

» Delivered regulatory updates and clarification through personalized support and ongoing relationship management.

Electronic Data Services (EDS), Rockville, MD

Senior Flood Insurance Underwriter January 2005 – August 2008 Managed a portfolio of flood insurance policies by evaluating risk, underwriting applications, and ensuring compliance KAREN G. DUNBAR

240-***-****

karengdunbar34gmail.com

LinkedIn/in/KarenDunbar

with federal guidelines and internal standards. Partnered with agents and brokers to assess the acceptability of risks, support marketing strategies, and contribute to business growth through sound decision-making and portfolio management.

» Underwrote new and renewal flood insurance applications, endorsements, and cancellations, applying FEMA standards and actuarial guidelines to determine premium accuracy and policy structure.

» Reviewed and interpreted Elevation and Flood Proofing Certificates, calculated accurate rates, and ensured documentation aligned with underwriting requirements.

» Collaborated with agents and customer service teams to present underwriting decisions and address technical questions or policy concerns.

» Supported internal fraud prevention efforts by reviewing documentation and vendor reports to detect inconsistencies or suspicious activity.

» Maintained accurate underwriting records and ensured all decisions were documented in accordance with regulatory requirements and organizational policies. EDUCATION AND CERTIFICATIONS

High School Diploma High Point High School, Maryland SOFTWARE AND TECHNOLOGY

Mac OS and PC, Microsoft Office - Word, PowerPoint, Excel, Outlook, QuickBooks, Adobe Creative Suite

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