Ombudsman and Escalations Specialist (Call Center) - DC- Hybrid

Job Description

Job Description

Ombudsman and Escalations Specialist (Call Center) – Hybrid, Washington, DC
Our client, a major membership-based organization advocating for older adults, seeks an Ombudsman and Escalations Specialist for a 12-month contract position in Washington, DC. The Ombudsman and Escalations Specialist advocates for members by managing complex and escalated inquiries on behalf of senior leadership. This role resolves sensitive cases, including Better Business Bureau (BBB) and Attorney General (AG) complaints, while delivering a high-touch, member-focused experience. The specialist acts as a bridge between members, leadership, internal teams, and external partners, analyzing trends to drive continuous improvement across products and services.

Schedule: Tuesday – Thursday onsite in Washington, DC headquarters; Monday and Friday remote.

Responsibilities

• Research, manage, and resolve escalated complaints received from senior leadership, BBB, AG offices, and other external sources.
• Draft well-researched, executive-level correspondence that is clear, member-focused, and aligned with organizational and leadership messaging.
• Serve as a liaison between members, senior leadership, internal departments, and external partners to achieve resolution that exceeds expectations.
• Track, prioritize, and manage multiple escalations simultaneously, ensuring timely resolution.
• Compile and analyze escalation data to identify trends, emerging issues, and opportunities for process improvement.
• Partner with contact center and product teams to provide feedback on systemic issues and enhance member experience.
• Maintain an in-depth understanding of organizational policies, procedures, and service offerings.
• Support continuous improvement initiatives through insights from member interactions and escalated cases.

Qualifications

• Bachelor’s 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.