Streamlining Authentication in the Contact Center: MassMutual’s Trusted Identity Program

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Robert Waterman, CFE

Rob Waterman serves as Head of Fraud Operations at MassMutual Financial Group. Fraud Operations is accountable for the MassMutual’s fraud management program which includes setting and executing fraud management strategy, designing/recommending fraud controls and conducting fraud surveillance and monitoring. Key areas of focus includes future state design of customer identity proofing, authentication and risk assessment and modeling across all MassMutual lines of business and customer channels.

Rob joined MassMutual in 2000 after 10 years at Phoenix Mutual focusing on leadership roles across a variety of operational functions in the Life & Annuity businesses. In addition to Fraud Prevention, he currently leads all reporting and analytics for MMUS Insurance Operations focusing on the modernization of data acquisition & visualization for all operational functions.

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Judy Burt

Judy Burt serves as the Director of Fraud Prevention Technology within Fraud Operations at MassMutual Financial Group. Fraud Prevention Technology is responsible for developing, integrating, and supporting customer identity-proofing and enhanced authentication solutions, as well as orchestration, across the various channels in the enterprise in order to detect and prevent fraud and improve the customer experience. Her team also supports the Fraud Surveillance team at MassMutual through development of proactive monitoring and reporting of fraud alerts and cases.

Judy joined MassMutual in 2018 after more than two decades as a Program and Project Management consultant, delivering Technology and Infrastructure projects for large Financial Services companies. Her prior experience covers domains such as application integration, data warehousing, M&A, and infrastructure security across multiple global platforms. 

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Russ Anderson, CFE

Russ is currently responsible for leading LL Global, Inc’s. Financial Crimes Services program and tasked with identifying, defining and building shared business solutions, to help the industry better combat fraud. Russ is a Certified Fraud Examiner with 30 years of industry experience working in and leading various auditing, compliance, finance, risk management and fraud operations teams.