Ombudsman & Escalations Specialist

Ampcus Inc; Washington (District of Columbia); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Ampcus Inc is seeking an Ombudsman Specialist in Washington, DC to manage sensitive escalated communications on behalf of Senior Leadership. In this role, you'll resolve complex member complaints and external cases, ensuring that responses align with the Association’s policies and brand.

This position requires exceptional analytical skills to compile data and produce accurate operational reports, along with strong communication abilities to interact with Senior Leadership and other external entities. A Bachelor's degree and six years of related experience are required for this challenging role.

Qualifications

• Minimum of 6 years of relevant experience in correspondence or escalation management.
• Ability to quickly develop expertise in policies, procedures, and issue positions.
• Strong ownership mindset with consistent follow-through.

Responsibilities

• Resolve complex, high-profile member complaints and external cases.
• Ensure swift, thorough resolution of BBB and Attorney General complaints.
• Manage escalations from Contact Centers and Leadership.

Skills

Exceptional written and verbal communication skills

Strong problem-solving abilities

Analytical skills

Proficiency in Outlook, Word, Excel, PowerPoint

Ability to work in a fast-paced environment

Education

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

Job description

Ampcus Inc is seeking an Ombudsman Specialist in Washington, DC to manage sensitive escalated communications on behalf of Senior Leadership. In this role, you'll resolve complex member complaints and external cases, ensuring that responses align with the Association’s policies and brand.

This position requires exceptional analytical skills to compile data and produce accurate operational reports, along with strong communication abilities to interact with Senior Leadership and other external entities. A Bachelor's degree and six years of related experience are required for this challenging role.