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Job Title:
Member Communications Ombudsman Analyst
Job ID:
12459221
Job Function:
Experienced
Full/Part Time:
Full-Time
Regular/Temporary:
Regular
Job Category:
Customer Service
Location:
Washington, DC US
Business Unit:
Int Communications & Marketing
City:
Washington
Business Unit Description

AARP is a nonprofit, nonpartisan organization, with a membership of nearly 38 million that helps people turn their goals and dreams into 'Real Possibilities' by changing the way America defines aging. With staffed offices in all 50 states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands, AARP works to strengthen communities and promote the issues that matter most to families such as healthcare security, financial security and personal fulfillment. AARP also advocates for individuals in the marketplace by selecting products and services of high quality and value to carry the AARP name.  As a trusted source for news and information, AARP produces the world’s largest circulation magazine, AARP The Magazine and AARP Bulletin.

Integrated Communications & Marketing (ICM) 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. 



Summary Statement

***Note:  Position will be located in AARP Headquarters located in Washington DC or in Lakewood, CA.***

 

Ability to manage highly sensitive and potentially volatile escalated communications on behalf of senior leadership through a variety of channels.  Responsible for resolution of all BBB and Attorney General cases sent to the Association.  Communicates professionally and confidently with Senior Leadership, Members of the Board, management, and Attorney General and Better Business Bureau offices.  Must be able to creatively and confidently problem solve, balancing the needs of the member with the constraints of the Association.  Exhibits a keen attention to detail, ensuring that work product is factually accurate and written with both the personal brand of senior leadership as well as the AARP brand in mind.  Individual must possess the skills required to compile reports and provide analysis.  Must be able to prioritize and resolve escalations from multiple channels to include Attorney General offices, the Better Business Bureau, and the Contact centers.  Must be able to effectively collaborate, initiate action and adapt to change.  Able to make tough decisions and accept challenging assignments.



Responsibilities

  1. Responsible for research and resolution of all Better Business Bureau and Attorney General Cases sent to the Association.  Ensures all service levels to escalating agencies are met, ensuring quality and content of response, providing thorough and actionable feedback for process improvement to Member Communications Managers and contact centers.
  2. Responds to escalated cases received from AARP Leadership ensuring that swift action is taken and escalation process is followed, meeting established service levels and providing confirmation of resolution expeditiously.
  3. 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.
  4. Serves as departmental liaison to senior AARP leadership, communicating with poise, confidence, and providing resolution that goes beyond the scope of the initial concern.
  5. Must be able to gather, extract, review, and consolidate a variety of information and statistical data and prepare standard and ad hoc operational reports.  Ensures that the statistical reports produced are accurate, complete, and presentation ready.
  6. Crafts well written, researched, and member focused responses for correspondence received by the Ombudsman team. Maintains excellent knowledge of AARP initiatives, legislative positions and policies and is able to clearly and professionally communicate AARP’s position both verbally and in writing.
  7. Responsible for researching and resolving complex membership complaints escalated through the contact centers as well as items sent directly to AARP Leadership.  Must be able to clearly articulate resolution both verbally and in writing, strengthening member’s confidence in AARP.
  8. Responsible for all aspects of service to the legacy company gift membership program to include providing direct liaison with company administrators to resolve concerns.
  9. Responsible for AARP employee membership accounts, including requests for gift memberships.
  10. Responsible for the processing of escalated external cases to include follow-up with business partners to ensure completion of request within service level.  Collaborates with contact center operations to provide feedback regarding emerging trends and identify potential opportunities for additional coaching to minimize future escalations.
  11. Determines most impactful use of Service Recovery to surprise and delight individuals who have had a less-than-optimal experience with AARP.
  12. Individual must be able to problem solve in a fast paced environment and make time sensitive decisions independently. 
  13. Attention to detail must be impeccable to mitigate negative impact to the Association’s reputation.
  14. Must have the ability to prioritize multiple high profile requests, meeting deadlines with a superior product.
  15. Position requires superior interpersonal skills and the ability to collaborate with individuals in multiple locations, developing partnerships across the Association which enables Ombudsman team to meet service level commitments.
  16. Demonstrates AARP Leadership Behaviors in all interactions.


Requirements

***Note:  Position will be located in AARP Headquarters located in Washington DC or in Lakewood, CA.***

  • Completion of a Bachelor’s degree in Business or Communications and a minimum of 3+ 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.
  • Outstanding written and oral communication skills as demonstrated by previous work experience.
  • Creative problem solving, analytical and sound decision-making skills.
  • Skilled in using personal computer, proficient in Outlook, Word, Excel, and PowerPoint.  Able to navigate and interpret company software and knowledge based tools. 
  • Ability to achieve a strong understanding of AARP’s policies, procedures and issue stances with a designated timeframe.
  • Ability to work in a team environment that is fast paced and results oriented while achieving performance standards.
  • Strong ownership mindset and resolve to follow-through.
  • Ability to travel, work flexible shifts as well as flexibility to handle out of hours activity.

***Note:  Position will be located in AARP Headquarters located in Washington DC or in Lakewood, CA.***



Benefits Offered

AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.



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.
AARP supports and complies with Los Angeles’s Fair Chance Initiative for Hiring (Ordinance No. 184652, Article 9 of Chapter XVIII of the Los Angeles Municipal Code), also known as the “Ban the Box” ordinance.  This ordinance ensures that hiring and other employment decisions are made based on relevant work qualifications without improperly considering a person’s criminal record.  In accordance with the law, AARP does not include questions about criminal convictions in its employment application or interview process, and does not conduct criminal background checks until after a conditional offer of employment is made.  Any criminal background check will be conducted in good faith, and any negative information obtained as a result of that check will be evaluated by AARP in good faith and on an individualized basis tailored to the requirements of the specific employment opportunity.  For the full text of the ordinance, please visit http://clkrep.lacity.org/onlinedocs/2014/14-0746_ORD_184652_12-9-16.pdf.



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