Job Description

Ombudsman Specialist/Customer Experience Escalation Specialist

Pay Rate: $33.50/hr

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 Associations 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 Bachelors degree in Business, Communications, or a related field preferred
• 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.

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