Highlights
The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association and ensures swift, thorough, and accurate resolution in accordance with established service levels. Responsibilities also include managing employee membership accounts, processing gift membership requests, and handling escalated external cases with follow-up to ensure completion within service levels.
Numbers & Facts
| Location | Washington, DC |
| Industry | Education |
| Company Size | 20 to 49 employees |
| Year Founded | 1966 |
| Website | http://www.consortiuminc.com/ |
Description
Job Description:Ombudsman Specialist
Hybrid Schedule (3 days onsite / 2 days remote)
The Ombudsman Specialist manages highly sensitive and potentially volatile escalated communications on behalf of Senior Leadership. This role is responsible for resolving complex, high-profile member complaints and external cases while ensuring responses align with the Association’s policies, goals, and brand. The position has significant internal and external visibility and requires sound judgment, professionalism, and the ability to operate independently.
The Ombudsman Specialist serves as the primary owner for all Better Business Bureau (BBB) and Attorney General complaints submitted to the Association and ensures swift, thorough, and accurate resolution in accordance with established service levels. This role also manages escalations received from Contact Centers and Leadership, confirming timely resolution and maintaining clear documentation and communication throughout the process.
The individual communicates confidently and professionally with Senior Leadership, Board Members, management, members, and external entities including Attorney General and BBB offices. Collaboration across the Association is essential, including coordination with Media, Contact Center Operations, and business partners to ensure responses are consistent with organizational objectives and positively represent the Association. Feedback on emerging trends is shared to help reduce future escalations and identify opportunities for additional coaching or process improvements.
This position requires the abi
lity to research and resolve complex membership issues, clearly articulate outcomes both verbally and in writing, and strengthen member confidence in the Association. Responsibilities also include managing employee membership accounts, processing gift membership requests, and handling escalated external cases with follow-up to ensure completion within service levels.
The Ombudsman Specialist must gather, extract, review, and consolidate information from multiple sources to produce accurate, complete, and presentation-ready operational reports. Strong analytical skills are required to compile data, identify trends, and provide meaningful analysis to Leadership.
Success in this role requires exceptional attention to detail, ensuring that all work products are factually accurate and reflective of both the Senior Leadership personal brand and the Association brand. The individual must be able to prioritize multiple high-profile requests, meet tight deadlines, make difficult decisions, and accept challenging assignments in a fast-paced environment. Strong interpersonal skills, adaptability, initiative, and a high level of accountability are essential.
The role demands independence, self-motivation, and the ability to conceptualize complex issues and tailor communications appropriately for a wide range of audiences. Frequent interaction with Board Members, Senior Leadership, and members is required, as well as high external visibility through Attorney General and BBB complaint resolution. Flexibility to work outside standard business hours may be required.
Qualifications
Bachelor’s degree in Business, Communications, or a related field preferred
Minimum of 6 years of relevant experience in a correspondence, escalation management, or contact center environment, or an equivalent combination of education and experience
Exceptional written and verbal communication skills
Strong problem-solving and analytical abilities
Ability to quickly develop expertise in policies, procedures, and issue positions
Proficiency in Outlook, Word, Excel, and PowerPoint; ability to navigate internal systems and knowledge tools
Strong ownership mindset with consistent follow-through
Ability to work in a fast-paced, results-oriented team environment
Incumbents may be required to perform additional duties or special assignments as organizational needs evolve.
For consideration, please submit your resume as a MS Word attachment to careers@consortiuminc.com
The Consortium
"Combining Talent with Technology"
www.consortiuminc.com
About Company
The Consortium is a staffing and professional services organization focused on the Information Technology industry. Our experience and structure allow us to provide our undivided attention to our client’s business challenges and resource needs while providing the best career guidance and opportunities to our employees and consultants. Our goal and mission is to provide cost effective solutions while allowing our clients the time to focus on projects and deliverables and not sorting through stacks of unqualified resumes.
The Consortium’s business practices, decades of knowledge, and extensive industry experience enable us to provide talented highly skilled people who make a significant contribution to our customer’s objectives in a very short period of time. The Consortium is managed by four partners averaging over 17 years experience in information technology recruiting and professional services management. The Consortium’s agile and responsive team is capable of quickly identifying and screening properly qualified people for all technical skill sets saving our clients valuable time when reviewing candidates.
We offer a wide array of services including:
Contingency Permanent Placement- HeadHunting
We identify, evaluate and introduce employees for your permanent staff. We earn our fee when the individual becomes your employee and remains on your payroll until the guarantee period expires.
Temporary To Permanent
We identify the individual; perform an evaluation; introduce the applicant and you make the selection. We will put the person on our payroll for a defined period of time after which you make her/him a permanent member of your staff. The specific terms will be negotiated on a case by case basis which may include no additional fee or a reduced fee depending on the initial terms. The advantage of this approach allows you to evaluate the individual on a daily basis before deciding to “permanentize” her/him and, to spread your costs out over an extended period.
Staff Augmentation
We will provide you a contractor for a temporary period of time. This approach is implemented when the client: 1. needs people to complete a project and has no anticipated need after completion; 2. does not have a permanent “head count” budget; or 3. when the client has been unable to identify an individual with a required expertise on an expeditious basis. During the term of the assignment, should the client wish to permanently employ the contractor, The Consortium will be pleased to negotiate terms amenable to the client.
Retained Search
Retained searches are entered into when the client desires fully focused recruitment of a key individual. This arrangement requires that The Consortium use its full resources including its network of friends of the company, sourcing and researching. The Consortium commits to a one hundred percent effort on behalf of the retainer client only and guarantees that applicants identified for this undertaking will not be referred to other clients until a release is granted. The Consortium, after identifying candidates, will have an appropriate Advisory Board member assist in evaluation. A resume, references and a Consortium profile will be provided to the client prior to interview and The Consortium personnel will remain intimately involved throughout the entire process.
The Consortium’s business practices, decades of knowledge, and extensive industry experience enable us to provide talented highly skilled people who make a significant contribution to our customer’s objectives in a very short period of time. The Consortium is managed by four partners averaging over 17 years experience in information technology recruiting and professional services management. The Consortium’s agile and responsive team is capable of quickly identifying and screening properly qualified people for all technical skill sets saving our clients valuable time when reviewing candidates.
We offer a wide array of services including:
Contingency Permanent Placement- HeadHunting
We identify, evaluate and introduce employees for your permanent staff. We earn our fee when the individual becomes your employee and remains on your payroll until the guarantee period expires.
Temporary To Permanent
We identify the individual; perform an evaluation; introduce the applicant and you make the selection. We will put the person on our payroll for a defined period of time after which you make her/him a permanent member of your staff. The specific terms will be negotiated on a case by case basis which may include no additional fee or a reduced fee depending on the initial terms. The advantage of this approach allows you to evaluate the individual on a daily basis before deciding to “permanentize” her/him and, to spread your costs out over an extended period.
Staff Augmentation
We will provide you a contractor for a temporary period of time. This approach is implemented when the client: 1. needs people to complete a project and has no anticipated need after completion; 2. does not have a permanent “head count” budget; or 3. when the client has been unable to identify an individual with a required expertise on an expeditious basis. During the term of the assignment, should the client wish to permanently employ the contractor, The Consortium will be pleased to negotiate terms amenable to the client.
Retained Search
Retained searches are entered into when the client desires fully focused recruitment of a key individual. This arrangement requires that The Consortium use its full resources including its network of friends of the company, sourcing and researching. The Consortium commits to a one hundred percent effort on behalf of the retainer client only and guarantees that applicants identified for this undertaking will not be referred to other clients until a release is granted. The Consortium, after identifying candidates, will have an appropriate Advisory Board member assist in evaluation. A resume, references and a Consortium profile will be provided to the client prior to interview and The Consortium personnel will remain intimately involved throughout the entire process.