Legal - Ombudsman Specialist

Mindlance; Washington (District of Columbia); Hybrid; USD 85,000 - 120,000; Full time

Job summary

The Ombudsman Specialist at Mindlance provides expert handling of sensitive escalations for senior leadership, balancing policy with brand alignment. The hybrid role combines on-site collaboration with remote responsiveness, requiring clear, professional communication across board members, management, and external agencies.

Responsibilities include resolving complex member complaints, managing BBB and Attorney General cases, and producing timely, accuracy-focused reports.

Qualifications

• Bachelor’s degree in Business, Communications or related field.
• Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environments.
• Exceptional written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems.
• Strong ownership mindset with consistent follow-through.

Responsibilities

• Manage highly sensitive and potentially volatile escalated communications.
• Resolve complex member complaints and external cases in line with policies and brand.
• Serve as primary owner for BBB and Attorney General complaints.
• Collaborate with leadership, centers, and partners to ensure consistent responses.
• Produce accurate, presentation-ready operational reports from multiple sources.

Skills

Written and verbal communication

Analytical abilities

Ownership mindset

Fast-paced environment

Outlook

Word

Excel

PowerPoint

Education

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

Tools

Outlook

Word

Excel

PowerPoint

Job description

Ombudsman Specialist

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 position has significant internal and external visibility and requires sound judgment, professionalism, and the ability to operate independently. The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association and ensures swift, thorough, and accurate resolution in accordance with established service levels. This role also manages escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process. The individual communicates confidently and professionally with Senior Leadership, Board Members, management, members, and external entities including Attorney General and BBB offices. Collaboration across the Association is essential, including coordination with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives and positively represent the Association. Feedback on emerging trends is shared to help reduce future escalations and identify opportunities for additional coaching or process improvements. This position requires the ability to research and resolve complex membership issues, clearly articulate outcomes both verbally and in writing, and strengthen member confidence in the Association. Responsibilities also include managing employee membership accounts, processing gift membership requests, and handling escalated external cases with follow-up to ensure completion within service levels. The Ombudsman Specialist must gather, extract, review, and consolidate information from multiple sources to produce accurate, complete, and presentation-ready operational reports. Strong analytical skills are required to compile data, identify trends, and provide meaningful analysis to Leadership. Success in this role requires exceptional attention to detail, ensuring that all work products are factually accurate and reflective of both the Senior Leadership personal brand and the Association brand. The individual must be able to prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and accept challenging assignments in a fast-paced environment. Strong interpersonal skills, adaptability, initiative, and a high level of accountability are essential. The role demands independence, self-motivation, and the ability to conceptualize complex issues and tailor communications appropriately for a wide range of audiences. Frequent interaction with Board Members, Senior Leadership, and members is required, as well as high external visibility through Attorney General and BBB complaint resolution. Flexibility to work outside standard business hours may be required.

Qualifications

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

EEO

“Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”