Ombudsman Specialist - Legal Liaison

About the Role

This position as Ombudsman Specialist involves leading the team tasked with managing sensitive escalations, including cases involving the Better Business Bureau and Attorney General inquiries. The specialist will handle complex case investigations, coordinate with leadership teams and external organizations, and maintain strong communication channels to ensure thorough resolution.

Primary Responsibilities

• Conduct detailed research and resolution of complicated case matters.
• Communicate clearly with internal leaders and outside agencies.
• Create reports and analyze relevant data points to aid case management.
• Develop responses with a focus on member support and satisfaction.
• Manage processes related to gift memberships and employee account oversight.

Qualifications and Skills

• At least an Associate's degree complemented by over three years of experience in contact center operations or correspondence management.
• Proficient in Microsoft Office applications.
• Strong verbal and written communication skills with problem-solving and analytical capabilities.
• Detail-oriented with excellent organizational skills.

Additional Information

• Must be adept at prioritizing multiple urgent and high-visibility requests.
• Collaborates effectively with cross-functional teams and adjusts readily to changing environments.
• Requires onsite presence three days per week in a hybrid work model.
• Exhibits leadership qualities and a commitment to personal ownership of responsibilities.