Consumer Care Ombudsman Analyst

Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health security, financial stability and personal fulfillment. AARP also produces the nation's largest circulation publications: AARP The Magazine and AARP Bulletin.

AARP's Integrated Communications and Marketing (ICM) Group includes Membership, Content and Editorial, Customer Experience, External Relations, Brand Strategy and Strategic Communications. Across paid, earned, shared and owned channels, ICM manages AARP's reputation, drives engagement and member growth, and showcases AARP's mission and value through one, integrated voice.

The Consumer Care Ombudsman Analyst services complex and escalated cases, including executive-level, Attorneys General, and the Better Business Bureau received through all contact center channels. Provides member support services via all channels of communication (phone, email, written and all digital channels. Analyzes data and creates relevant, seamless, and memorable consumer/customer, employee, and member experiences across all platforms, communications, and touchpoints.

Responsibilities

• Researches and resolves Better Business Bureau and Attorney General Cases sent to the Association as well as complex membership complaints escalated through the contact centers as well as items sent directly to leadership.
• Utilizes the Salesforce platform to ensure all service levels are met with superior quality and content of response.
• Gathers, extracts, and consolidates a variety of information and statistical data to prepare standard and ad hoc operational reports.
• Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team.
• Maintains excellent knowledge of initiatives, legislative positions and policies and can clearly and professionally communicate the organization's position both verbally and in writing.
• Participates in call calibration sessions with service providers to monitor and coach on the delivery of the consumer experience Responsible for employee membership accounts, including requests for gift memberships.
• Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.

Qualifications

• Bachelor's degree and 3+ years of experience in a consumer-facing position.
• Ability to research and resolve highly escalated member enquiries to include escalations from AARP's Senior Leaders, Better Business Bureau (BBB), Attorney General, and California Consumer Privacy Act (CCPA) requests.
• Experience in the Salesforce platform, customer-facing by phone, e-mail, and letter, maintaining expected service levels.
• Ability to gather, extract, and consolidate a variety of information and statistical data to prepare standard and ad hoc operational reports.
• Superior Communication skills, both written and oral, ability to present to small group.
• Communicates professionally and confidently with Senior Leadership, Members of the Board, management, Attorney General, and BBB offices.
• Excellent knowledge of initiatives, legislative positions, and policies and can clearly and professionally communicate the organization's position both verbally and in writing.
• Ability to collaborate with partners across the enterprise to provide feedback regarding emerging trends and identify potential opportunities to minimize future escalations.
• Ability to balance work from multiple channels to include escalated cases from Leadership, social media for the CEO, Attorney General offices, BBB, and the contact centers.

Additional Requirements

• Regular and reliable job attendance
• Effective verbal and written communication skills
• Exhibit respect and understanding of others to maintain professional relationships
• Independent judgement in evaluation options to make sound decisions
• 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.