MARY E.

KIST, CPCU, AIC

12117 Ballybrook Court, Raleigh, NC 27614 ▪ Tel: 919-326-2861 ▪ Cell: 919-604-5656 ▪ kistiii@aol.com
http://www.webprofile.info/mkist/

CORPORATE OFFICER – VICE PRESIDENT

Financial Services Industry
Executive-level business driver, strategist, and change agent repeatedly delivering sustainable results in the
highly competitive and regulated financial services industry. Repositioned and led turnaround of
underperforming national valuation services company, returning it to profitability in first 90 days and generating
$37 million in 2007 revenue. Valuable depth of knowledge creating new nationwide insurance claims business
model that delivered $75 million in first-year expense savings. Increased recoveries 137% to achieve highest
rate in company’s history. Entrepreneurial spirit, focus, and energy to leverage resources, increase profits,
minimize risks, and control costs. Respond to operational and financial challenges with confidence and
determination through expertise in:
• P&L Accountability • Continuous Process Improvements
• Multi-Site Operations • Turnaround & Change Management
• Strategic Planning • Business Modeling & Forecasting
• Risk Management • Staff & Organizational Development

CAREER PROGRESSION

AIG, Greensboro, NC 2006 – 2007

Fortune 10 company and world leader in insurance and financial services with $120 billion in annual sales and
operations in more than 130 countries.
VICE PRESIDENT OF CLAIMS / CORPORATE OFFICER
CEO-appointed corporate officer recruited to lead and expand nationwide claims operation in the investigation and
disposition of claims, loss mitigation, recoveries, client relations, and vendor management. Strategically positioned
organization for substantial near-term growth. Briefed President on emerging claims trends, chaired forecasting
meetings, and participated in Risk Committee and strategic planning meetings.
 Saved $230 million in one year by creating and implementing fraud investigation process.
 Pivotal in devising IT solution enabling outsourcing and scale of more than 250% with zero staff increase.
 Achieved 137% increase in recoveries, highest recovery rate in the history of the company.
 Developed and executed forecasting methodology yielding 95%+ reserve accuracy rate.
 Improved productivity 26% and turnaround time 37% by initiating paperless claims process.
 Created claims technology strategy that enabled scalability of more than 200% with real-time customer
interface, transparency, and reporting capability.
 Initiated customer advocacy council meetings with top five customers, contributing to 98% customer
satisfaction survey results.
 Delivered $500,000 in revenue in three months by creating and implementing process for first debt sale in
business unit.

COUNTRYWIDE FINANCIAL CORP. , Simi Valley, CA 2003 – 2005

Diversified financial services provider with a Fortune 91 ranking and $24 billion in 2007 sales.
VICE PRESIDENT OF FORECLOSURE / CORPORATE OFFICER (2004 – 2005)
Recruited internally to direct all foreclosure activities to achieve performance metrics aligned with SLAs and
compliance with legal timeframes and regulatory authorities. Participated in strategic and succession planning.
Supervised 1 AVP, 3 managers, and 40 indirect reports.
 Established and led Fannie Mae cross-functional roundtable, which improved relationships and reduced
charge-offs and losses 23% annually.
 Led business unit in design and deployment of logic-based foreclosure system.
 Effectively scaled operations to accommodate 85% portfolio growth in six months.
MARY E. KIST Page 2 of 2

VICE PRESIDENT OF REAL ESTATE VALUATION SERVICES CO. / CORPORATE OFFICER (2003 – 2004)
Acquired concurrent accountability directing nationwide valuation services company with 3 direct reports, 65 indirect
reports, and full P&L responsibility. Expanded product line, restructured pricing, executed real-time QC processing,
and restored profitability within 90 days of assignment.
 Generated $4 million in new first-year revenue (43% growth) by identifying and creating new product
opportunities that strategically positioned company for substantial future growth.
 Rolled out new nationwide business model that saved $3 million during first year of operation.
 Increased property valuation accuracy 32% by spearheading implementation of real-time audit process.
 Forged new business alliances and restructured contracts, resulting in 20% increase in net margins.

VICE PRESIDENT OF REAL ESTATE MANAGEMENT / CORPORATE OFFICER (2003 – 2004)

Recruited to establish procedures and initiate turnaround for U.S. loss draft, escrow, and property claims operation for
mortgage services firm with $1 trillion portfolio. Managed operations at four locations with strategic placement in tax
abatement locations. Supervised 3 direct and 25 indirect reports.
 Saved $960,000 by cutting expenses 8% and opening satellite operation in tax abatement location.
 Achieved 68% improvement in issue-resolution time by realigning staff and call paths that produced 82%
reduction in call hold times.
 Reengineered process improving check-issuance time from four days to one.

SAFECO INSURANCE CO. , Seattle, WA 1985 – 2002

Seattle-based property and casualty insurance company with $6 billion in sales revenues in 2007.
NATIONWIDE CATASTROPHE MANAGER (2001 – 2002)
Selected by President to launch Home Office Catastrophe Services business unit after presenting vision, business
model, and implementation plan to corporate executives. Managed $11 million budget and supervised four
catastrophe firms, 3 direct reports, and 80 indirect reports providing strategic direction, national operations, and
financial reporting of all catastrophic weather-related events.
 Saved $75 million in first year by building business alliances and executing new nationwide claims model.
 Reduced annual loss cost $2.4 million by developing and executing real-time audit.
 Decreased average cycle time 20% and reduced first notice to pay process from seven to three steps.

REGIONAL CLAIMS MANAGER (1998 – 2001)

Promoted to lead regional claims office for property, casualty, and physical damage. Served on board of directors for
Dallas Alternative Dispute Resolution Center. Managed $12 million budget and supervised 6 direct and 60 indirect
reports across Texas cities. Managed agent relationships for claims handling and interfaced with regulatory and
legislative authorities on all claims issues.
 Decreased loss costs $4.5 million by reducing claim severity 14%.
 Slashed adjustment expenses 11% by leading successful integration following corporate acquisition.
 Initiated post-integration lawsuit reduction effort, which resulted in 25% reduction in acquired lawsuits.
 Saved more than $11 million in loss costs by facilitating ROI on multiple cost-containment programs.
 Interfaced with legislative and regulatory authorities to adjudicate more than $5 million legally contested
foundation claims.

Fast-track promotion through series of increasingly responsible positions including Casualty Manager, Casualty
Unit Manager, Multi-Line Unit Manager, and Claims Representative.

EDUCATION
B.S. B.A., Marketing, KANSAS STATE UNIVERSITY , Manhattan, KS

PROFESSIONAL CERTIFICATIONS
CPCU: CHARTERED PROPERTY AND CASUALTY UNDERWRITER , American Institute for CPCU Society
AIC: ASSOCIATE IN CLAIMS , Insurance Institute of America