Ampcus Inc · 2 months ago
Ombudsman Specialist
Washington, DC
Full-time
Hybrid
Senior Level
$35/hr - $40/hr
6+ years expAmpcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. They are in search of a highly motivated Ombudsman Specialist to manage escalated communications and provide customer service support. The role involves collaborating with senior leadership and ensuring high-quality responses to member inquiries and complaints.
Data ManagementInformation Technology
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 Client 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 Client
Serves as departmental liaison to senior Client 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
Ensure 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 Client initiatives, legislative positions and policies and can clearly and professionally communicate Client’s position both verbally and in writing
Responsible for researching and resolving complex membership complaints escalating through the contact centers as well as items sent directly to Client Leadership
Must be able to clearly articulate resolution both verbally and in writing, strengthening member’s confidence in Client
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
Individuals must be able to solve problems in a fast-paced environment and make time sensitive decisions independently
Attention to detail must be impeccable to mitigate negative impact on 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 Client Leadership Behaviors in all interactions
Qualification
Required
The ideal candidate should have a strong background in customer service, particularly in a call center environment
The ability to adapt to a fast-paced and dynamic work environment is crucial, as well as having the 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
Must be able to creatively and confidently solve problems, balancing the needs of the members with the constraints of the Association
Exhibits 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 Client brand in mind
Individuals must possess the skills required to compile reports and provide analysis
Must be able 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 Client 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 Client
Serves as departmental liaison to senior Client 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
Ensure 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 Client initiatives, legislative positions and policies and can clearly and professionally communicate Client's position both verbally and in writing
Responsible for researching and resolving complex membership complaints escalating through the contact centers as well as items sent directly to Client Leadership
Must be able to clearly articulate resolution both verbally and in writing, strengthening member's confidence in Client
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
Individuals must be able to solve problems in a fast-paced environment and make time sensitive decisions independently
Attention to detail must be impeccable to mitigate negative impact on 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 Client 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 computers, 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 Client'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-hour activity
Company
Ampcus Inc
Ampcus is a global business, technology consulting and an staff augmentation firm specializing in AI/ML,digital solutions, Cybersecurity & Risk management, Testing, Forensics & Fraud services and human capital management.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Raj Narayan
Sr. Vice President, Strategic Sales
Recent News
2025-08-18
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2025-07-15
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