Ombudsman (Austin)

About the role

The Ombudsman I position resolves disputes, complaints, and issues related to TWC programs and services. Located in the Customer Relations department at 101 E. 15th Street, Austin, TX.

Responsibilities

• Conduct intake of issues and disputes, log cases, and track progress.
• Respond to inquiries and explain relevant rules, regulations, and procedures.
• Provide assistance to customers by phone, email, or in person.
• Handle inbound customer calls, providing information and support.
• Facilitate communication between parties to promote resolution.
• Review and organize supporting documentation for case review.
• Document all case actions and maintain accurate records.
• Refer complex cases to higher-level staff as appropriate.
• Perform related duties as assigned.

Requirements

• Knowledge of state and federal laws, regulations, and policies related to agency programs.
• Customer service, conflict resolution, and mediation principles.
• Office procedures and records management practices.

Skills

• Communication, mediation, and problem-solving skills.
• Using computers and other office software.
• Managing multiple priorities and meeting deadlines.
• Explain rules and procedures clearly and accurately.
• Analyze information, prepare reports, and identify effective solutions.
• Exercise sound judgment, maintain confidentiality, and handle sensitive issues professionally.
• Learn and apply agency policies and program requirements.

Benefits

Family-Friendly Certified Workplace
Competitive salary: $4,359.79/month
Defined Retirement Benefit Plan
Optional 401(k) and 457 accounts
Medical, vacation, sick, and family care leave benefits
More information at: https://www.ers.texas.gov/Active-Employees/Health-Benefits

How to Apply

To be considered, please complete a State of Texas Application for Employment and apply online at www.workintexas.com or on Taleo (Job Search).