Sr. Special Agent Heidi J. (18 Years of Service)
What was your occupation prior to joining the NICB?
Prior to NICB, I was with the Hanover Insurance Company for eight years within the claim department. Most of the claims I investigated involved complex coverage issues, commercial liability and fatalities. I was very fortunate in my career there to have supervisors who allowed me to run with an investigation rather than referring the claim over to SIU whenever fraud was found.
Prior to that, I had a background as a medical assistant. However, one of the key things that helped me was having a brother who was eight years older than I. One of us was always under the hood of a vehicle that needed mechanical attention or that we'd damaged. That could have been a car, truck or snowmobile. So, I always had an interest in anything with an engine.
Why did you decide to work for the NICB?
In my years at Hanover, I thoroughly enjoyed the complex investigations. However, investigations were not necessarily the focus of my position. One of Hanover's long-time SIU investigators knew that I had a strong interest in investigations and recommended me for the position when NICB's "New England Region" office had an opening for New Hampshire. It was a perfect fit as I had just moved to New Hampshire. I've always appreciated NICB's willingness to take the chance on me given that I did not have a law enforcement background.
What were your early experiences as an agent?
One experience that I'll always remember was spending a frozen New England winter day with a former NICB/NATB (National Auto Theft Bureau) Agent who walked me through a salvage yard for hours and hours, looking at SVINs on every model of vehicle imaginable. I wondered how I could ever retain all of the information. I also recall working on the largest vehicle theft and fraud case the State of New Hampshire ever had. Part of the investigation allowed me to participate in a federal wire tap as a civilian 'expert.' Not coming from a law enforcement background was a mental challenge for me in getting my foot in the door with numerous agencies. I always had a comfort level interacting with the member companies. Once the officers knew that I was willing to be in the mud or snow or under a burned vehicle to identify it, enabling them to stay clean, they were very welcoming.
What has been the most important thing that you've learned in your time as an agent?
I've learned to be flexible and willing to learn something new every day. Criminals have plenty of free time each day to initiate new schemes, so it's a challenge to keep up with the trends. Also, each day you think you will be doing A, B and C. But at the end of the day, you've completed C, D and part of E!
What advice would you give to future women agents?
Recognize that you have a unique skill set that you bring to the job. Be tenacious and never give up. Being able to provide assistance and expertise is very rewarding. You will be treated as an equal and a respected partner in your investigations. It's an interesting and challenging job. And after almost 18 years, I can honestly say I still love it and wouldn't want to do anything else.