Ombudsman Specialist (W2 and Local only) District of Columbia
Company: Sharp Decisions
Posted on: September 21, 2023
A client of Sharp Decisions Inc. is looking for an Ombudsman
Specialist to be based in Washington, DC. The position is HYBRID
(onsite Monday - Thursday) and the contract duration is 18 months.
*W2 and Local only.
Ability to manage highly sensitive and potentially volatile
escalated communications on behalf of senior leadership through a
variety of channels. Communicates professionally and confidently.
Must be able to creatively and confidently problem solve, balancing
the needs of the member with the constraints of the Association.
Exhibits a keen attention to detail, ensuring that work product is
factually accurate and written with both the personal brand of
senior leadership as well as the client's brand in mind. Individual
must possess the skills required to compile reports and provide
analysis. Must be able to prioritize and resolve escalations from
multiple channels. Must be able to effectively collaborate,
initiate action and adapt to change. Able to make tough decisions
and accept challenging assignments.
1. Responsible for research and resolution. Ensures 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.
2. Responds 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.
3. Collaborates 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
4. Serves as departmental liaison to senior leadership,
communicating with poise, confidence, and providing resolution that
goes beyond the scope of the initial concern.
5. Must be able to gather, extract, review, and consolidate a
variety of information and statistical data and prepare standard
and ad hoc operational reports. Ensures that the statistical
reports produced are accurate, complete, and presentation
6. Crafts well written, researched, and member focused responses
for correspondence received by the Ombudsman team. Maintains
excellent knowledge of initiatives, legislative positions and
policies and is able to clearly and professionally communicate
client's position both verbally and in writing.
7. Responsible for researching and resolving complex membership
complaints escalated through the contact centers as well as items
sent directly to client's Leadership. Must be able to clearly
articulate resolution both verbally and in writing, strengthening
member's confidence in client.
8. Responsible for all aspects of service to the legacy company
gift membership program to include providing direct liaison with
company administrators to resolve concerns.
9. Responsible for employee membership accounts, including requests
for gift memberships.
10. Responsible for the processing of escalated external cases to
include follow-up with business partners to ensure completion of
request within service level. Collaborates with contact center
operations to provide feedback regarding emerging trends and
identify potential opportunities for additional coaching to
minimize future escalations.
11. Individual must be able to problem solve in a fast paced
environment and make time sensitive decisions independently.
12. Attention to detail must be impeccable to mitigate negative
impact to the Association's reputation.
13. Must have the ability to prioritize multiple high profile
requests, meeting deadlines with a superior product.
14. Position requires superior interpersonal skills and the ability
to collaborate with individuals in multiple locations, developing
partnerships across the Association which enables Ombudsman team to
meet service level commitments.
15. Demonstrates Leadership Behaviors in all interactions.
DESIRED EDUCATION, WORK EXPERIENCE AND COMPETENCIES
--- 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.
--- Skilled in using personal computer, 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 travel, work flexible shifts as well as flexibility
to handle out of hours activity.
Keywords: Sharp Decisions, Washington DC , Ombudsman Specialist (W2 and Local only) District of Columbia, Other , Washington, DC
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