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This profile was last updated on 7/1/15  and contains information from public web pages and contributions from the ZoomInfo community.

Susan L. Castaneda

Wrong Susan L. Castaneda?

Assistant Vice President

Local Address:  San Diego , California , United States
The Hartford

Employment History

7 Total References
Web References
Susan Castaneda ..., 27 Mar 2008 [cached]
Susan Castaneda
Susan ..., 28 Mar 2008 [cached]
Susan CastanedaO Underwriting Director The Hartford Financial Services Company P.O. Box 719005 Santee, CA 92072-9005 Phone: (619) 219-2673 Fax: (619) 219-2681
ICAE Visit ICAE-ville -- Conference agenda [cached]
Member Showcase , presented by Susan Castaneda, Director of Compliance, The Hartford
ICAE Catalyst newsletter Fall 2007, 1 Oct 2007 [cached]
Susan Castaneda, director of compliance for The Hartford, engages Exchange attendees as she walks through The Hartford's consumer affairs experience.
Susan Castaneda, Director of Compliance for The Hartford, served as an engaging and spirited speaker as she took Exchange participants through The Hartford's consumer affairs experience. Eminently qualified to speak to the group, Castaneda has been with The Harford 16 years and, since 1994, has handled regulator complaints in some fashion.
Castaneda pointed out that the protocol is innovative, but the basics remain the same. She has her consumer affairs professionals review complaint files with the specific standards in place. On average, her staff spends more than three hours to research all aspects of each issue or complaint. Managers in this unit spend 70 percent of their day coaching and are required to thoroughly review a minimum of 10 files each month-from soup to nuts. Castaneda herself keeps tabs on the re-contact rate between her staff and the DOIs (defined as how often regulators had to contact The Hartford to get a complete response). She uses this as a touch point indicating how well her staff members are doing their jobs.
Castaneda believes the sphere of consumer affairs influence is growing and will continue to grow. Appropriately, she believes that consumer affairs professionals should be proactive in touching and influencing all parts of the company. She cited several examples of how and where consumer affairs professionals can keep business units informed of process issues, anticipate product development disconnects or provide research on how the marketplace and consumers react to specific changes. In short, consumer affairs can provide best practices via the consumer, thereby giving the consumers a voice. In addition, she's knows that consumer affairs professionals form customer-centric relationships with regulators, enabling faster problem-solving for the benefit of the consumer.
Fall 2007 Conference Highlights : ICAE, 1 Oct 2007 [cached]
Susan Castaneda, Director of Compliance, The Hartford
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