Employee Advocacy Manager/Ombudsman (Washington)

Ombudsman Specialist / Member Escalation AdvisorLocation: Hybrid (Washington, DC)Schedule: Remote Monday and Friday; onsite Tuesday, Wednesday, and ThursdayDuration: Initial 24-Month Contract with Anticipated ExtensionsHours: Full-Time, 40 Hours per WeekRate: $42/hr W2Position OverviewWe are seeking a highly empathetic, analytical, and customer-focused Ombudsman Specialist to support a high-volume consumer care and member advocacy organization.This role serves as a critical escalation point for complex member concerns, executive-level inquiries, consumer rights requests, fraud-related investigations, and customer experience issues. The successful candidate will act as a trusted advocate, conducting investigations, managing sensitive cases, collaborating with internal stakeholders, and ensuring timely, compliant, and effective resolutions.The ideal candidate excels in de-escalating challenging situations, communicating professionally across multiple channels, and balancing empathy with sound business judgment. This is a long-term opportunity supporting multiple ongoing operational initiatives in a fast-paced, service-oriented environment.Key ResponsibilitiesEscalation Management & Member AdvocacyManage and resolve complex escalated inquiries received through phone, email, written correspondence, chat, social media, and internal referral channelsSupport high-visibility cases including executive escalations, Attorney General inquiries, Better Business Bureau complaints, and other sensitive member concernsAct as a primary point of contact for members requiring advanced issue resolutionUtilize service recovery strategies to improve member satisfaction and outcomesEnsure all interactions reflect professionalism, empathy, and organizational valuesConsumer Rights Requests & Compliance SupportSupport consumer rights request processes and related compliance requirementsResearch, validate, and process requests across multiple systems and platformsMaintain adherence to service-level agreements (SLAs), regulatory requirements, and internal proceduresEscalate concerns appropriately when compliance risks or unusual circumstances ariseCase Investigation & ResolutionConduct investigations involving membership issues, payment concerns, rewards programs, account access issues, and potential fraudulent activityAnalyze account information, system data, and transaction history to identify root causes and resolution pathsCoordinate with cross-functional teams to gather information and drive case resolutionDocument findings and maintain detailed case recordsMember CommunicationsCommunicate with members through phone, email, and written correspondenceDraft professional, accurate, and empathetic responses tailored to a variety of audiencesExplain policies, procedures, and resolution outcomes clearly and effectivelyManage highly sensitive and emotionally charged conversations with professionalism and tactTeam CollaborationPartner closely with advisors, operations teams, fraud specialists, and leadership stakeholdersShare trends, recurring issues, and process improvement opportunitiesParticipate in team meetings, training sessions, and ongoing knowledge-sharing activitiesSupport a collaborative team environment focused on exceptional member experiencesRequired QualificationsBachelor's degree in Business, Communications, or a related field preferredMinimum of 6 years of experience in:Escalation managementExecutive correspondenceCustomer advocacyOmbudsman servicesContact center operationsMember support environmentsCase management or related fieldsExperience handling complex, high-visibility escalations involving multiple stakeholdersStrong investigative, analytical, and critical thinking skillsExceptional written and verbal communication abilitiesProven ability to de-escalate sensitive situations and manage difficult conversationsStrong organizational and time-management skillsAbility to manage multiple priorities simultaneously while meeting strict deadlines and service levelsHigh degree of professionalism, ownership, accountability, and sound judgmentPreferred QualificationsExperience handling Attorney General, Better Business Bureau, executive, or regulatory escalationsConsumer rights request or privacy-related experienceFraud investigation or fraud prevention experienceSalesforce experienceMembership-based organization experienceExperience working in highly regulated or compliance-focused environmentsSuccess ProfileThe ideal candidate will demonstrate:Exceptional empathy and emotional intelligenceStrong conflict resolution and de-escalation skillsAbility to work effectively under pressureSelf-motivation and accountabilityAdaptability and flexibilityStrong collaboration and teamworkSound judgment and decision-making abilitiesCommitment to delivering outstanding customer and member experiencesTraining & OnboardingStructured onboarding and training programHands-on learning through shadowing and advisor mentorshipProgressive training model focused on specific workstreams and case typesOngoing coaching, development, and support from experienced team membersInterview ProcessOne interview with the hiring managerWriting assessment may be requiredFast-moving interview processEligibility Requirements:Legal authorization to work in the U.S. is required.As a contractor, including remote contractors, you may be required to complete a background check.As a contractor, you will be paid for the time you work; this does not include paid time off (PTO) or holidays. If you participate in our Payroll Services (W2) engagement, you may be eligible for Paid Sick Leave (PSL), depending on your work location and state-specific regulations.