Ombudsman Specialist Legal 3 days onsite
The Consortium, Inc., Washington, District of Columbia, United States
Job Overview
Hybrid Schedule (3 days onsite / 2 days remote). The Ombudsman Specialist manages highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership. This role is responsible for resolving complex, high‑profile member complaints and external cases while ensuring responses align with the Association’s policies, goals, and brand.
The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association, ensuring swift, thorough, and accurate resolution in accordance with established service levels. The role also manages escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.
Communication with Senior Leadership, Board Members, management, members, and external entities is essential, as is collaboration across the Association, including coordination with Media, Contact Center Operations, and business partners. Feedback on emerging trends is shared to help reduce future escalations and identify opportunities for additional coaching or process improvements.
Additional responsibilities include researching and resolving complex membership issues, managing employee membership accounts, processing gift membership requests, and handling escalated external cases with follow‑up to ensure completion within service levels. The role requires gathering, extracting, reviewing, and consolidating information from multiple sources to produce accurate, complete, and presentation‑ready operational reports.
Success depends on exceptional attention to detail, the ability to prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and operate effectively in a fast‑paced environment. Strong interpersonal skills, adaptability, initiative, high accountability, independence, and the ability to tailor communications for diverse audiences are essential.
Key Responsibilities
Manage highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership.
Serve as the primary owner for all BBB and Attorney General complaints, ensuring swift, thorough, and accurate resolution to established service levels.
Manage escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation throughout the process.
Communicate confidently and professionally with Senior Leadership, Board Members, management, members, and external entities.
Coordinate with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives and positively represent the Association.
Research and resolve complex membership issues, and strengthen member confidence in the Association.
Manage employee membership accounts and process gift membership requests.
Prepare accurate, complete, and presentation‑ready operational reports by gathering, extracting, and reviewing information from multiple sources.
Provide strong analytical insights to Leadership by compiling data, identifying trends, and offering meaningful analysis.
Qualifications
Preferred: Bachelor’s degree in Business, Communications, or a related field.
Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience.
Exceptional written and verbal communication skills.
Strong problem‑solving and analytical abilities.
Ability to quickly develop expertise in policies, procedures, and issue positions.
Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools.
Strong ownership mindset with consistent follow‑through.
Ability to work in a fast‑paced, results‑oriented team environment.
Incumbents may be required to perform additional duties or special assignments as organizational needs evolve.
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Hybrid Schedule (3 days onsite / 2 days remote). The Ombudsman Specialist manages highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership. This role is responsible for resolving complex, high‑profile member complaints and external cases while ensuring responses align with the Association’s policies, goals, and brand.
The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association, ensuring swift, thorough, and accurate resolution in accordance with established service levels. The role also manages escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.
Communication with Senior Leadership, Board Members, management, members, and external entities is essential, as is collaboration across the Association, including coordination with Media, Contact Center Operations, and business partners. Feedback on emerging trends is shared to help reduce future escalations and identify opportunities for additional coaching or process improvements.
Additional responsibilities include researching and resolving complex membership issues, managing employee membership accounts, processing gift membership requests, and handling escalated external cases with follow‑up to ensure completion within service levels. The role requires gathering, extracting, reviewing, and consolidating information from multiple sources to produce accurate, complete, and presentation‑ready operational reports.
Success depends on exceptional attention to detail, the ability to prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and operate effectively in a fast‑paced environment. Strong interpersonal skills, adaptability, initiative, high accountability, independence, and the ability to tailor communications for diverse audiences are essential.
Key Responsibilities
Manage highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership.
Serve as the primary owner for all BBB and Attorney General complaints, ensuring swift, thorough, and accurate resolution to established service levels.
Manage escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation throughout the process.
Communicate confidently and professionally with Senior Leadership, Board Members, management, members, and external entities.
Coordinate with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives and positively represent the Association.
Research and resolve complex membership issues, and strengthen member confidence in the Association.
Manage employee membership accounts and process gift membership requests.
Prepare accurate, complete, and presentation‑ready operational reports by gathering, extracting, and reviewing information from multiple sources.
Provide strong analytical insights to Leadership by compiling data, identifying trends, and offering meaningful analysis.
Qualifications
Preferred: Bachelor’s degree in Business, Communications, or a related field.
Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience.
Exceptional written and verbal communication skills.
Strong problem‑solving and analytical abilities.
Ability to quickly develop expertise in policies, procedures, and issue positions.
Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools.
Strong ownership mindset with consistent follow‑through.
Ability to work in a fast‑paced, results‑oriented team environment.
Incumbents may be required to perform additional duties or special assignments as organizational needs evolve.
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