Ombudsman Specialist

Job Title

Location: Pasadena, CA Duration: 12 Months Work Mode: Hybrid Schedule (3 days onsite / 2 days remote)

Responsibilities:

• Manage highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership.
• Resolve complex, high-profile member complaints and external cases while ensuring responses align with the company's policies, goals, and brand.
• Serve as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the company and ensure swift, thorough, and accurate resolution in accordance with established service levels.
• Manage escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.
• Communicate confidently and professionally with Senior Leadership, Board Members, management, members, and external entities including Attorney General and BBB offices.
• Collaborate across the company, including coordination with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives and positively represent the company.
• Provide feedback on emerging trends to help reduce future escalations and identify opportunities for additional coaching or process improvements.
• Research and resolve complex membership issues, clearly articulate outcomes both verbally and in writing, and strengthen member confidence in the company.
• Manage employee membership accounts, process gift membership requests, and handle escalated external cases with follow-up to ensure completion within service levels.
• Gather, extract, review, and consolidate information from multiple sources to produce accurate, complete, and presentation-ready operational reports.
• Compile data, identify trends, and provide meaningful analysis to Leadership.
• Prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and accept challenging assignments in a fast-paced environment.

Requirements:

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