Mindlance · 1 week ago
Legal - Ombudsman Specialist
Washington, DC
Full-time
Hybrid
Senior Level
6+ years expMindlance is a company seeking a Legal - Ombudsman Specialist to manage escalated communications and provide support to senior leadership. The role involves handling customer inquiries, preparing reports, and collaborating with various departments to ensure effective resolution of membership complaints.
Human Resources
Responsibilities
Handling a high volume of customer inquiries via phone, and email in a professional and efficient manner
Providing accurate information about products and services
Ensures all service levels to escalating agencies are met, ensuring quality and content of response, providing thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers
Responds to escalated cases received from AARP Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously
Collaborates with key contacts from across the Association including media to ensure that the “CEO’s” response is in line with the goals of the Association and positively promotes the image of AARP
Serves as departmental liaison to senior AARP leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern
Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports
Ensures that the statistical reports produced are accurate, complete, and presentation ready
Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team
Maintains excellent knowledge of AARP initiatives, legislative positions and policies and is able to clearly and professionally communicate AARP’s position both verbally and in writing
Responsible for researching and resolving complex membership complaints escalated through the contact centers as well as items sent directly to AARP Leadership
Must be able to clearly articulate resolution both verbally and in writing, strengthening member’s confidence in AARP
Responsible for the processing of escalated external cases to include follow-up with business partners to ensure completion of request within service level
Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations
Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently
Attention to detail must be impeccable to mitigate negative impact to the Association’s reputation
Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product
Position requires superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments
Demonstrates AARP Leadership Behaviors in all interactions
Qualification
Required
Strong background in customer service, particularly in a call center environment
Ability to adapt to a fast-paced and dynamic work environment
Capacity to work well under pressure
Ability to manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels
Communicates professionally and confidently with Senior Leadership, Members of the Board, and management
Ability to creatively and confidently problem solve, balancing the needs of the member with the constraints of the Association
Exhibits a keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the AARP brand in mind
Skills required to compile reports and provide analysis
Ability to effectively collaborate, initiate action and adapt to change
Able to make tough decisions and accept challenging assignments
Handling a high volume of customer inquiries via phone, and email in a professional and efficient manner
Providing accurate information about products and services
Ensures all service levels to escalating agencies are met, ensuring quality and content of response, providing thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers
Responds to escalated cases received from AARP Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously
Collaborates with key contacts from across the Association including media to ensure that the 'CEO's' response is in line with the goals of the Association and positively promotes the image of AARP
Serves as departmental liaison to senior AARP leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern
Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports
Ensures that the statistical reports produced are accurate, complete, and presentation ready
Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team
Maintains excellent knowledge of AARP initiatives, legislative positions and policies and is able to clearly and professionally communicate AARP's position both verbally and in writing
Responsible for researching and resolving complex membership complaints escalated through the contact centers as well as items sent directly to AARP Leadership
Must be able to clearly articulate resolution both verbally and in writing, strengthening member's confidence in AARP
Responsible for the processing of escalated external cases to include follow-up with business partners to ensure completion of request within service level
Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations
Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently
Attention to detail must be impeccable to mitigate negative impact to the Association's reputation
Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product
Position requires superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments
Demonstrates AARP Leadership Behaviors in all interactions
Completion of a Bachelor's degree in Business or Communications and a minimum of 6 years of relevant experience in a correspondence or contact center environment or an equivalent combination of training and experience related to the duties of the position
Ability to multitask and work efficiently in a fast-paced setting
Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint
Able to navigate and interpret company software and knowledge based tools
Outstanding written and oral communication skills
Excellent problem solving and analytical skills
Ability to achieve a strong understanding of AARP's policies, procedures and issue stances with a designated timeframe
Ability to work in a team environment that is fast paced and results oriented while achieving performance standards
Strong ownership mindset and resolve to follow-through
Ability to work flexible shifts as well as flexibility to handle out of hours activity
Company
Mindlance
Mindlance is a Staffing and Recruiting company which provides multi-vertical staffing services
1001-5000 employees
H1B Sponsorship
Mindlance has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (71)
2024 (53)
2023 (37)
2022 (72)
2021 (36)
2020 (40)
Funding
Current Stage
Late StageLeadership Team
R
Rajat Paul Dhall
Co-Founder & Managing Director
V
Vik Kalra
Co-Founder and Managing Director
Recent News
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