Ombudsman Specialist

Ampcus Inc.•Washington, DC

9d•Hybrid

About The Position

Ampcus Inc. is seeking a highly motivated Ombudsman Specialist to join their team. This role involves managing sensitive and escalated communications on behalf of senior leadership, communicating professionally with senior stakeholders, and solving problems creatively while balancing member needs and association constraints. The specialist will be responsible for compiling reports, providing analysis, handling high volumes of customer inquiries, and ensuring service levels are met for escalated cases. This position requires meticulous attention to detail, strong problem-solving skills, and the ability to work independently in a fast-paced environment.

Requirements

Strong background in customer service, particularly in a call center environment.
Ability to adapt to a fast-paced and dynamic work environment.
Capacity to work well under pressure.
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 Client brand in mind.
Must be able to effectively collaborate, initiate action and adapt to change.
Able to make tough decisions and accept challenging assignments.
Completion of a bachelor’s degree in business or communications.
A minimum of 6 years of relevant experience in a correspondence or contact center environment or an equivalent combination of training and experience related to the duties of the position.
Ability to multitask and work efficiently in a fast-paced setting.
Skilled in using personal computers, proficient in Outlook, Word, Excel, and PowerPoint.
Able to navigate and interpret company software and knowledge-based tools.
Outstanding written and oral communication skills.
Excellent problem solving and analytical skills.
Ability to achieve a strong understanding of Client’s policies, procedures and issue stances with a designated timeframe.
Ability to work in a team environment that is fast paced and results oriented while achieving performance standards.
Strong ownership mindset and resolve to follow-through.

Nice To Haves

Ability to work flexible shifts as well as flexibility to handle out-of-hour activity.

Responsibilities

Manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels.
Communicate professionally and confidently with Senior Leadership, Members of the Board, and management.
Creatively and confidently solve problems, balancing the needs of the members with the constraints of the Association.
Compile reports and provide analysis.
Effectively collaborate, initiate action, and adapt to change.
Handle a high volume of customer inquiries via phone and email in a professional and efficient manner.
Provide accurate information about products and services.
Ensure all service levels to escalating agencies are met, ensuring quality and content of response.
Provide thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers.
Respond to escalated cases received from Client Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
Collaborate with key contacts from across the Association including media to ensure that the “CEO’s” response is in line with the goals of the Association and positively promotes the image of Client.
Serve as departmental liaison to senior Client leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern.
Gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports.
Ensure that the statistical reports produced are accurate, complete, and presentation ready.
Craft well written, researched, and member focused responses for correspondence received by the Ombudsman team.
Maintain excellent knowledge of Client initiatives, legislative positions and policies and can clearly and professionally communicate Client’s position both verbally and in writing.
Research and resolve complex membership complaints escalating through the contact centers as well as items sent directly to Client Leadership.
Clearly articulate resolution both verbally and in writing, strengthening member’s confidence in Client.
Process escalated external cases to include follow-up with business partners to ensure completion of request within service level.
Collaborate with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.
Solve problems in a fast-paced environment and make time sensitive decisions independently.
Prioritize multiple high-profile requests, meeting deadlines with a superior product.
Develop partnerships across the Association which enables the Ombudsman team to meet service level commitments.