Consumer Care Ombudsman Advisor

Washington, DC
Apr 29, 2021
May 13, 2021
Full Time
Business Unit Description

AARP is the nation's largest nonprofit, nonpartisan organization with a membership of nearly 38 million that helps people 50+ turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. As a trusted source for news and information, we work to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security, and personal fulfillment.

Integrated Communications and Marketing is a multimedia, service-focused communications and marketing operation that leads in shaping the impression of AARP by providing communications planning, marketing, support and execution for AARP's strategic business units.

Develops and cultivates impactful partnerships cross-departmentally and with external vendors to ensure integrity of the brand while representing the senior leadership of the organization. Provides leadership and consistency of processes and messaging for all Better Business Bureau (BBB) and Attorney General cases sent to the Association as well as all aspects of the Company Gift Membership Program. Advises Consumer Care partners on emerging issues received through escalation channels and coordinates resolution of emergent interim solutions to ensure minimal impact to systems and members. The major responsibilities below are inherent in this position:
  • Manages highly sensitive and potentially volatile communication on behalf of senior leadership through a variety of channels. This includes direct verbal and written communication with senior leaders of AARP and the Board of Directors, AARP Foundation, ASI and external high profile contacts to include members of Congress.
  • Performs quality oversite, ensuring that work product is factually accurate and written with both the personal brand of senior leadership and the AARP brand in mind.
  • Balances work and sets priorities from multiple channels to include escalated cases from Leadership, social media for the CEO, Attorney General Offices, Better Business Bureaus, and the contact centers.
  • Provides leadership for all Better Business Bureau and Attorney General Cases sent to the Association, ensuring that all service levels to escalating agencies are met. Manages case workload across Ombudsman team, ensuring the quality and content of response. Provides thorough and actionable feedback for process improvement to Consumer Care Managers and contact centers.
  • Serves as project lead for the Make it Right experience recovery program. Manages relationships with external vendors, Finance, Treasury Operations and contact centers to provide exceptional service for members who have had a poor member experience. Responsible for audit of monetary assets with finance and inventory management with fulfillment vendor. Works closely with Brand Management to ensure brand consistency across all Make it Right communication channels.
  • Manages the Closed-Loop Program (Detractor Recovery), ensuring that the Ombudsman team is positioned to support the Associations Net Promoter Score goal to personally interact with members to learn from their experiences and convert detractors into promoters of the association.
  • Responds to escalated cases received from AARP Leadership, contact centers, and state offices, ensuring swift action and adherence to the escalation process. Meets established service levels and provides confirmation of resolution expeditiously. Provides actionable feedback to Learning and Improvement Advisors to aide in coaching, training material development, and required change in processes.
  • 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 AARP.
  • Serves as departmental liaison to senior AARP leadership, communicating with poise and confidence, providing resolution that goes beyond the scope of the initial concern.
  • Develops and delivers training material to include course outlines, training aids, and handouts for staff as well as updating the Standard Operational Procedures.
  • Leads and implements new initiatives that affect the Ombudsman team. Collaborates across workgroups to implement solutions that are member focused. Participates in system testing, review of training documentation and process improvement feedback to ensure an exceptional member experience.
  • Extracts, reviews, and consolidates a variety of information and statistical data. Prepares standard and ad hoc operational reports that are accurate, complete, and presentation ready.
  • Responds to highly escalated communications received through the Leadership Escalation channel. Crafts well written, researched, and member focused responses. Maintains excellent knowledge of AARP initiatives, legislative positions/policies, and membership options. Can articulate professionally both verbally and in writing.
  • Leads and serves in an advisory capacity with internal partners and AARP stakeholders on all aspects related to the Company Gift program. Represents the AARP brand when facilitating resolutions with external organizations to serve the needs of their constituents.
  • Functions as departmental lead for day-to-day operations when requested, using contact center software to ensure all service level commitments.
  • Completion of a bachelor's degree in Business or Communications and a minimum of 8 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.
  • Proficient in Microsoft suite of applications. Able to extract, synthesize, and produce applicable presentations.
  • Able to navigate and interpret company software and knowledge base tools, serving as a resource for the department.
  • Outstanding written and oral communication skills.
  • Excellent problem solving and analytical skills.
  • Ability to achieve a strong understanding of AARP's policies, procedures, and issue stances with a designated timeframe.
  • Ability to achieve performance standards while working in a fast-paced, results oriented team environment.
  • Ability to manage projects.
  • Ability to travel, work flexible shifts as well as flexibility to handle out of hours activity.
Compensation and Benefits

AARP offers competitive benefits with 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. Visit for more information.

As a result of the COVID pandemic, all interviews will be held virtually and all non-essential employees will continue to work remotely until further notice.
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.

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