Ombudsman and Escalations Specialist (Call Center) - DC- Hybrid

Ombudsman and Escalations Specialist (Call Center) - Hybrid, Washington, DC
Our client, a major membership-based organization advocating for older adults, seeks an Ombudsman and Escalations Specialist for a 12-month contract position in Washington, DC. The Ombudsman and Escalations Specialist advocates for members by managing complex and escalated inquiries on behalf of senior leadership. This role resolves sensitive cases, including Better Business Bureau (BBB) and Attorney General (AG) complaints, while delivering a high-touch, member-focused experience. The specialist acts as a bridge between members, leadership, internal teams, and external partners, analyzing trends to drive continuous improvement across products and services.

Schedule: Tuesday - Thursday onsite in Washington, DC headquarters; Monday and Friday remote.

Responsibilities

• Research, manage, and resolve escala...