Ombudsman Specialist

Position Overview

The Ombudsman Specialist is tasked with handling highly sensitive and complex escalated communications on behalf of senior executives. This role focuses on resolving intricate member complaints and managing significant external cases such as those involving the Better Business Bureau and Attorney General inquiries.

The specialist acts as the primary contact point for escalations originating from contact centers and leadership teams, ensuring prompt resolutions along with comprehensive documentation of all actions taken.

Key Duties

• Coordinate across multiple departments to guarantee consistent and accurate responses to escalated issues.
• Provide analytical feedback based on complaint trends to help prevent future occurrences.
• Investigate complex member concerns to reinforce confidence and satisfaction.
• Manage employee membership accounts and handle requests for gifts.
• Compile detailed operational reports with data insights for leadership review.
• Prioritize high-profile requests, make decisions swiftly in a dynamic environment, and maintain professional communications with both internal staff and external stakeholders.

Qualifications and Skills

• Bachelor's degree in Business, Communications, or a related discipline.
• A minimum of six years’ experience in escalation management, contact center operations, or a similar context.
• Outstanding written and oral communication abilities.
• Strong skills in problem-solving, analytical thinking, and organization.
• Proficient with Microsoft Outlook, Word, Excel, PowerPoint, and various internal platforms.
• Self-driven with a high sense of ownership, thorough follow-through, and efficiency in contributing to team results.