Ombudsman Specialist

About the role

Ombudsman Specialist responsible for managing escalated member and client inquiries, providing resolution, and ensuring high-quality customer service in a fast-paced environment.

Responsibilities

• Handle high-volume inquiries via phone and email, delivering accurate information and professional communication.
• Manage sensitive escalations on behalf of senior leadership, ensuring swift and appropriate responses.
• Collaborate with internal teams and external partners to address complex complaints and track case resolutions.
• Compile reports, analyze data, and prepare operational and performance reports.
• Research, craft well-written responses, and maintain knowledge of policies, initiatives, and legislative positions.
• Identify trends, provide feedback, and support process improvements to minimize escalations.
• Build partnerships across departments, demonstrating leadership and excellent interpersonal skills.

Requirements

• Bachelor’s degree in business or communications and at least 6 years of relevant experience.
• Proficient in Microsoft Office Suite and familiar with company software tools.
• Outstanding written and verbal communication, problem-solving, and analytical skills.
• Ability to multitask, prioritize, and make independent, time-sensitive decisions.
• Strong attention to detail, ownership mindset, and flexibility to work outside standard hours.

Skills

• Adaptability
• Professionalism
• Creative problem-solving
• Collaboration
• Commitment to high service standards