Ombudsman Specialist

Role Overview

The Ombudsman Specialist is responsible for managing sensitive, high-level escalations on behalf of senior management, focusing on resolving member complaints and external inquiries with professionalism and discretion.

Key Duties

• Serve as the main liaison for Better Business Bureau (BBB) and Attorney General complaints, ensuring timely and appropriate resolution.
• Handle escalated cases originating from contact centers and executive leadership, maintaining alignment with organizational standards and brand.
• Conduct thorough research into issues raised, clearly document findings, and communicate outcomes effectively to restore member trust.
• Analyze operational data to identify trends and areas for improvement.
• Prepare detailed reports for operational review and collaborate with cross-functional teams to ensure consistent responses.

Qualifications

• Bachelor's degree in Business, Communications, or a related discipline.
• At least six years of pertinent professional experience.
• Exceptional verbal and written communication abilities.
• Proficiency with Microsoft Office applications.
• Strong analytical and problem-solving skills.
• Attention to detail and capability to work autonomously while managing multiple urgent priorities in a fast-paced setting.