Ombudsman Specialist

Ampcus Inc.•Lakewood, CA

9d•Onsite

About The Position

Ampcus Inc. is seeking a highly motivated Ombudsman Specialist with a strong background in customer service, particularly in a call center environment. The role requires the ability to adapt to a fast-paced and dynamic work environment, work well under pressure, and manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through various channels. The specialist will communicate professionally with Senior Leadership, Members of the Board, and management, creatively solve problems, and ensure work product is factually accurate and aligns with leadership and client branding. This position involves compiling reports, providing analysis, collaborating effectively, initiating action, and adapting to change. The role handles a high volume of customer inquiries via phone and email, provides accurate information about products and services, ensures service levels are met for escalating agencies, and provides feedback for process improvement. The Ombudsman Specialist responds to escalated cases from Client Leadership, ensuring swift action and adherence to service levels. They will collaborate with key contacts, including media, to ensure alignment with Association goals and positively promote the Client's image. Serving as a departmental liaison to senior Client leadership, the specialist will communicate with poise and confidence, providing resolutions that exceed initial concerns. The role requires gathering, extracting, reviewing, and consolidating information and statistical data to prepare standard and ad hoc operational reports, ensuring accuracy and presentation readiness. The specialist will craft well-written, researched, and member-focused responses for correspondence received by the Ombudsman team. Maintaining excellent knowledge of Client initiatives, legislative positions, and policies is crucial for communicating Client's position verbally and in writing. Responsibilities include researching and resolving complex membership complaints escalated through contact centers or sent directly to Client Leadership, articulating resolutions clearly to strengthen member confidence. The role also involves processing escalated external cases, following up with business partners to ensure completion within service levels, and collaborating with contact center operations to provide feedback on emerging trends and identify coaching opportunities to minimize future escalations. The individual must be able to solve problems independently in a fast-paced environment, make time-sensitive decisions, and possess impeccable attention to detail to mitigate reputational risk. Prioritizing multiple high-profile requests and meeting deadlines with a superior product are essential. Superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association to meet service level commitments are required. Demonstrating Client Leadership Behaviors in all interactions is expected.

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.
Ability to manage highly sensitive and potentially volatile escalated communications.
Ability to communicate professionally and confidently with Senior Leadership, Members of the Board, and management.
Ability to creatively and confidently solve problems.
Keen attention to detail.
Skills required to compile reports and provide analysis.
Ability to effectively collaborate, initiate action and adapt to change.
Ability to make tough decisions and accept challenging assignments.
Ability to handle a high volume of customer inquiries via phone, and email in a professional and efficient manner.
Ability to provide accurate information about products and services.
Ability to ensure all service levels to escalating agencies are met.
Ability to respond to escalated cases received from Client Leadership ensuring that swift action is taken and escalation process is followed.
Ability to collaborate with key contacts from across the Association including media.
Ability to gather, extract, review, and consolidate a variety of information and statistical data.
Ability to prepare standard and ad hoc operational reports.
Ability to ensure that the statistical reports produced are accurate, complete, and presentation ready.
Ability to craft well written, researched, and member focused responses.
Ability to maintain excellent knowledge of Client initiatives, legislative positions and policies.
Ability to clearly and professionally communicate Client’s position both verbally and in writing.
Ability to research and resolve complex membership complaints escalated through the contact centers as well as items sent directly to Client Leadership.
Ability to clearly articulate resolution both verbally and in writing.
Ability to process escalated external cases to include follow-up with business partners to ensure completion of request within service level.
Ability to collaborate with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching.
Ability to solve problems in a fast-paced environment and make time sensitive decisions independently.
Impeccable attention to detail.
Ability to prioritize multiple high-profile requests, meeting deadlines with a superior product.
Superior interpersonal skills.
Ability to collaborate with individuals in multiple locations.
Ability to develop partnerships across the Association.
Completion of a bachelor’s degree in business or communications and 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.
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, providing 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 escalated 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.
Collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments.
Demonstrate Client Leadership Behaviors in all interactions.