Alethia Jordan

• Manage high-level customer escalations with professionalism, composure, and sound judgment, ensuring fair and compliant resolutions.
• Conduct thorough investigations into complex policy concerns, identifying internal errors and process gaps to improve service outcomes.
• Partner with Underwriting to support complex policy call-outs and resolve underwriting blocks efficiently.
• Facilitated outbound calls for the Complaints team and handled regulatory complaints, ensuring clarity in customer communications.
• Supported billing-related inquiries and payment processing issues, ensuring compliance and accuracy in policy servicing requests.
• Collaborate with leadership to maintain service quality standards and strengthen operational processes.
• Share best practices with peers, contributing to a supportive, solutions-focused team culture.
• Step in proactively during high-volume or challenging service moments to maintain performance standards and customer satisfaction.

Led the Jacobson Producer Team, overseeing day-to-day operations and performance management.

• Conducted candidate interviews and played a key role in team selection and hiring decisions.
• Performed Case QA reviews to ensure quality, compliance, and service standards were consistently met.
• Provided coaching and performance feedback to support professional development and skill enhancement.
• Delivered training and onboarding support to new and existing team members.
• Managed Slack channel coverage and team workflow coordination to maintain service responsiveness and operational efficiency.
• Fostered collaborative team culture aligned with company service standards, promoting accountability and shared values among team members.

• Managed contract databases, ensuring accuracy in record-keeping and implementing timely updates.
• Trained team members on contract management best practices, enhancing overall team knowledge and compliance.
• Conducted risk assessments on contractual obligations to mitigate potential issues.
• Developed templates and standard operating procedures for consistent contract execution.
• Monitored contract performance, identifying and recommending process improvements for increased effectiveness.
• Maintained up-to-date knowledge of government procurement regulations and practices.
• Conducted thorough investigations to locate missing individuals and assets.
• Analyzed public records and social media to gather leads on subjects.
• Maintained detailed documentation of investigative processes and findings.