patricia stevenson contributes to industry education

ATLANTA, GEORGIA, UNITED STATES – February 23, 2009 – Patricia Stevenson has made a valuable contribution to education
for the financial services industry by volunteering as a textbook reviewer for the second edition of LOMA’s Foundations of Customer
Service. In her role as text reviewer, Pat contributed her expertise and a great deal of time to an extensive review of the course outline
and chapter drafts.

“The industry experts who volunteer their time to review LOMA textbooks play a crucial role in ensuring the accuracy and relevance of
our courses,” notes Kathy Milligan, FLMI, ACS , ALHC, Vice President of LOMA’s Education and Training Division, “The members of this
text review panel included not only customer service experts, but also representatives from many other functional areas, such as
information technology, new business, insurance administration, broker/dealer operations, legal and compliance, claim administration,
and accounting. Through their suggestions, advice, and varied perspectives, the reviewers made many important contributions to the
course’s content and presentation.”

Miriam Orsina, FLMI, PCS , AAPA, ARA , PAHM, LOMA senior associate and co-author of the text, states, “I’ve been very fortunate to
have worked with Pat on several different LOMA projects. She has been an excellent reviewer and I thoroughly enjoyed working with her
on this text revision. Her feedback on the chapter drafts and answers to our questions helped us improve many different sections of the text.
Her industry experience was especially valuable to the development of meaningful examples and figures.”

By sharing her time and expertise, Pat helped LOMA meet the educational needs of current and future industry employees. Only through
the volunteer efforts of expert reviewers is LOMA able to offer high quality, cost-effective materials on a timely basis.

According to Pat, “Other people at Baltimore Life have also worked with LOMA on course books. I feel we should take the opportunity to help
with the education of those new to the industry whenever possible. Not only do we help to share information that is current and relevant, but
it is also a learning experience when we can network with our peers.”

The textbook provides a comprehensive introduction to the knowledge, skills, and perspective every person in a financial services company
needs to know to work effectively with internal and external customers. The text incorporates input from industry experts to reflect current
industry practices and standards for the customer service activities of insurance companies, banks, investment companies, securities
brokerages, finance companies, and other financial institutions. The second edition updates the text, expands the customer service technology
information, and adds information on customer privacy issues.

Foundations of Customer Service, Second Edition, is assigned reading for LOMA’s globally recognized Associate, Customer Service ( ACS )
Program. ACS is a self-study, examination-based program for professional, managerial, and staff employees who interact with internal and
external customers. Many ACS designees further their knowledge of customer service by earning LOMA’s Professional, Customer Service
designation.

About LOMA
Established in 1924, with 1,200 plus member companies in over 80 countries, LOMA is committed to a business partnership with its world-wide
members in the insurance and financial services industry to improve their management and operations through quality employee development,
research, information sharing and related products and services. For more information, visit: www.loma.org.