Hybrid Ombudsman Specialist - Escalations & Resolution

The-Consortium-Inc.; Washington (District of Columbia); Hybride; USD 65 000 - 85 000; Plein temps

Résumé du poste

The Consortium is seeking an Ombudsman Specialist to manage highly sensitive escalated communications on behalf of Senior Leadership. This role focuses on resolving complex member complaints and external cases while aligning with policies, goals, and brand.

As the primary owner for BBB and Attorney General complaints, you will coordinate with Contact Centers and Leadership, produce accurate documentation, and deliver timely resolutions within service levels.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field.
• 6+ years of relevant experience in a correspondence, escalation management, or contact center environment.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Outlook, Word, Excel, and PowerPoint.
• Ability to work independently in a fast-paced environment.

Responsabilités

• Manage sensitive escalated communications for Senior Leadership.
• Resolve complex member complaints and external cases per policy.
• Own BBB and Attorney General complaints and ensure timely resolution.
• Prepare operational reports by consolidating data from multiple sources.

Connaissances

Escalation management

Stakeholder communication

Analytical thinking

Policy research

Fast-paced work

Microsoft Office

Formation

Bachelor’s degree in Business, Communications, or a related field

Outils

Outlook

Word

Excel

PowerPoint

Internal systems/tools

Description du poste

The Consortium is seeking an Ombudsman Specialist to manage highly sensitive escalated communications on behalf of Senior Leadership. This role focuses on resolving complex member complaints and external cases while aligning with policies, goals, and brand.

As the primary owner for BBB and Attorney General complaints, you will coordinate with Contact Centers and Leadership, produce accurate documentation, and deliver timely resolutions within service levels.