Performance Specialist

Ombudsman Specialist Location: Washington, DC. Job Description The ideal candidate should have a strong background in customer service, particularly in a call center environment. The ability to adapt to a fast-paced and dynamic work environment is crucial, as well as having the capacity to work well under pressure. Ability to manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels. Communicates professionally and confidently with Senior Leadership, Members of the Board, and management. Must be able to creatively and confidently solve problems, balancing the needs of the members with the constraints of the Association. Exhibits 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 brand in mind. Individuals must possess the skills required to compile reports and provide analysis. Must be able to effectively collaborate, initiate action and adapt to change. Able to make tough decisions and accept challenging assignments. Handling a high volume of customer inquiries via phone, and email in a professional and efficient manner. Providing accurate information about products and services. 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. 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. 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 Client. Serves as departmental liaison to senior Client leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern. Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports. Ensure that the statistical reports produced are accurate, complete, and presentation ready. Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team. Maintains excellent knowledge of Client initiatives, legislative positions and policies and can clearly and professionally communicate Client's position both verbally and in writing. Responsible for researching and resolving complex membership complaints escalated through the contact centers as well as items sent directly to Client Leadership. Must be able to clearly articulate resolution both verbally and in writing, strengthening member's confidence in Client. 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. Individuals must be able to solve problems in a fast-paced environment and make time sensitive decisions independently. Attention to detail must be impeccable to mitigate negative impact on the Association's reputation. Must have the ability to prioritize multiple high-profile requests, meeting deadlines with a superior product. 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. Demonstrates Client 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. Ability to multitask and work efficiently in a fast-paced setting. Skilled in using personal computers, 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 work flexible shifts as well as flexibility to handle out-of-hour activity. Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities. #J-18808-Ljbffr