Overview

AARP Services, Inc., founded in 1999, is a wholly-owned taxable subsidiary of AARP. AARP Services manages the provider relationships for and performs quality control oversight of the wide range of products and services that carry the AARP name and are made available by independent providers as benefits to AARP's millions of members. The provider offers currently span health products, financial products, travel and leisure products, and life event services. Specific products include Medicare supplemental insurance; credit cards, auto and home, mobile home and motorcycle insurance, life insurance and annuities; member discounts on rental cars, cruises, vacation packages and lodging; special offers on technology and gifts; pharmacy services and legal services. AARP Services also engages in new product development activities for AARP and provides certain consulting services to outside companies.

As the Quality Assurance Analyst in the Customer Solutions Group, you will be responsible for advocating for the AARP Member in an Ombudsman capacity by providing a high-touch consumer experience, responding to complex and escalated inquiries, including executive-level, Attorney's General, and Better Business Bureau received through all contact center channels. You will be direct bridge to liaise between member and provider with support in multiple channels: e-mail, written correspondence, telephone, social, and chat. In addition, you will analyze data to create relevant, seamless, and memorable experiences across all platforms. As well as, utilize consumer insights to drive continuous improvement across all product and service offerings.

Responsibilities

• Facilitate Ombudsman service through AARP Services providers by ensuring the resolution of escalated issues and complaints affecting products and services branded by AARP. Maintain A+ rating with the Better Business Bureau.
• Collect consumers' expressed insights regarding their wants, needs, and perceptions about AARP and AARP branded products and services through the Voice of the Consumer (VoC) program and provides input to/for process improvements.
• Maintain an in-depth knowledge of AARP's product and service offerings while staying abreast of current industry trends within the health, financial and lifestyle industries. Manage and update Knowledge Management system used for the Member Relations Team via the SharePoint site.
• Work collaboratively with Account Development Managers and Product Managers to identify consumer pain points through tracking and reporting. Share information learned through Voice of the Consumer with all internal and external stakeholders throughout the AARP Organization, and use this analysis to deliver an improved consumer experience. Contribute to and participate in monthly VoC meetings with senior leadership for all lines of business to include Health, Financial and Lifestyle.
• Participate in provider call calibration sessions (remotely and on-site) to ensure consistent quality service is delivered to AARP members. Participate in Quality Council meetings with service providers to share Voice of the Consumer feedback, and areas of opportunity for improvement for enhancing the member experience.
• Influence full disclosure of the features and benefits of our products and services to our members through all communication channels. Identify gaps in provider-related talking points needed to address consumer issues and concerns.
• Participate in provider Journey-mapping sessions as a collaborative tool to identify consumer pain points and implement process improvements.

Qualifications

• Completion of an Associate's degree and experience in a dedicated customer service/ communications environment or equivalent combination of specialized training/ experience.
• Effective verbal and written communication skills a must.
• Travel/participation in provider site visits as needed.
• Ability to navigate multiple tasks simultaneously.
• Strong problem-solving, analytical, and decision-making skills.
• Must be capable of working autonomously and within a team environment.
• In-office/open office environment with the ability to work effectively surrounded by moderate noise.

Flexible Work Arrangement (FWA)

AARP observes Mondays and Fridays as telecommuting workdays, except for essential functions. Remote work and telecommuting can only be done within the United States and its territories.

Compensation and Benefits

AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition; tuition reimbursement; among others.

Equal Employment Opportunity

AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.