OMBUDSMAN – WASHINGTON, DC

OMBUDSMAN SPECIALIST – WASHINGTON, DC

Our client, a major membership-based organization advocating for older adults, seeks an Ombudsman Specialist for an 18-Month contract position in Washington, DC. You will be managing sensitive and potentially volatile escalated communications on behalf of senior leadership via various channels, resolving Better Business Bureau and Attorney General cases, and communicating professionally with different parties. The job requires good problem-solving skills, attention to detail, report compilation and analysis, and prioritization of multiple escalations. The job also requires collaboration, adaptability, and the ability to make tough decisions.
Schedule: You will work in the Washington, DC office Tuesday – Thursday. Monday and Friday you will work remotely.

 Responsibilities
 

• Research and resolve of all Better Business Bureau and Attorney General cases sent to the organization. 
• Respond to escalated cases received from leadership ensuring that swift action is taken, and the escalation process is followed.
• Collaborate with key contacts from across the organization including media to ensure that the “CEO’s” response is in line with the goals of the organization and positively promotes the image of the organization.
• Communicate professionally and confidently with senior leadership, members of the Board, management, the Attorney General, and Better Business Bureau offices.
• Serve as departmental liaison to senior leadership and provide a resolution that goes beyond the scope of the initial concern.
• Craft well-written, researched, and member-focused responses for correspondence received by the Ombudsman team.
• Research and resolve complex membership complaints escalated through the contact centers as well as items sent directly to Leadership.  Must be able to clearly articulate resolution both verbally and in writing.
• Process escalated external cases including follow-up with business partners.
• Collaborate with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.

Qualifications
 

• Bachelor’s degree with 3 years of relevant experience in a correspondence or contact center environment.
• Outstanding written and verbal communication skills.
• Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint.  Able to navigate and interpret company software and knowledge based tools. 
• Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports.
• Must be able to creatively and confidently problem solve, balancing the needs of the member with the constraints of the organization.
• Exhibit keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the organization’s brand in mind.
• Experience compiling reports and providing analysis.
• Able to collaborate, initiate action, and adapt to change.
• Able to make tough decisions and accept challenging assignments.
• Able to problem solve in a fast-paced environment and make time-sensitive decisions independently.
• Ability to achieve a strong understanding of the Organization’s policies, procedures, and issue stances.
• Ability to work in a team environment that is fast-paced and results-oriented.
• Strong ownership mindset and resolve to follow through.
• Ability to travel, work flexible shifts as well as flexibility to handle out of hours activity.