Legal - Ombudsman Specialist

Role Overview: Responsible for managing escalated communications and resolving cases related to the Better Business Bureau and Attorney General, ensuring timely and accurate responses that uphold the organization's reputation.

• Research, resolve, and respond to complex cases from BBB and Attorney General, ensuring quality and service level adherence.
• Collaborate with internal teams and external agencies to facilitate effective communication and positive outcomes.
• Prepare detailed reports and analyze data to support operational improvements.
• Draft professional, member-focused correspondence, maintaining strong knowledge of policies and legislative positions.
• Handle member complaints, gift memberships, and external escalations with thorough follow-through.
• Prioritize multiple high-profile requests, make independent decisions, and adapt to changing priorities.
• Exhibit leadership, strong interpersonal skills, and effective collaboration across teams.

• Bachelor’s degree in Business or Communications with at least 6 years’ relevant experience in a contact or correspondence center.
• Proficiency in MS Office applications and familiarity with company software and knowledge bases.
• Outstanding written and oral communication, problem-solving, and analytical skills.
• Ability to work in a fast-paced environment, manage multiple priorities, and demonstrate ownership and follow-through.
• Strong interpersonal skills for effective collaboration and leadership.