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Dispute Resolution Specialist

2 months ago

Chesterfield, Derbyshire, United Kingdom Commonwealth of Virginia Full time

Job Summary

The Commonwealth of Virginia is seeking a highly skilled Ombudsman to join our team. As the agency's Ombudsman for customers and the General Assembly, you will be responsible for responding to designated inquiries, mediating problem resolution, ensuring due process is afforded to those seeking assistance, and initiating corrective action related to the availability and access to Unemployment Insurance programs and services.

Key Responsibilities

  • Work with the Executive Team to ensure a responsive process is executed for addressing inquiries, complaints and concerns related to barriers to availability of and accessibility to UI programs and services.
  • Develop and execute a strategy for outreach to further support individuals and/or groups who are underserved or disadvantaged.
  • Identify and collaborate with various stakeholders to identify and eliminate barriers and promote and enhance program efforts.
  • Oversee a quality assurance system for monitoring of responses and disclosure of information for consistency and compliance.
  • Provide technical assistance and training, make formal presentations, serve as primary contact for legislative and executive branch constituent referrals, and ensure excellent customer service delivery.

Requirements

  • Comprehensive knowledge of community resources related to underserved and disadvantaged communities; disclosure of confidential information requirements; research and data collection methods; and quality assurance techniques.
  • Strong analytical, program management, customer service, research, problem resolution and computer skills.
  • Demonstrated ability to collect and analyze data; develop and implement policies and procedures; interpret and apply laws and regulations; recommend strategies to enhance performance; prepare reports; make determinations and document findings; provide technical assistance and respond to inquiries; prepare and conduct training; maintain strong relationships with various parties; and handle escalated customer service complaints.
  • Must possess a valid driver's license as statewide travel will be required.

Preferred Qualifications

  • Education, experience, and/or training in public or business administration, sociology, information technology, customer service, customer advocacy, communications and/or other related field.
  • Extensive experience in customer service, mediation, conflict resolutions and/or advocacy.
  • Knowledge of UI laws, regulations, policies and procedures including adjudication, appeals and UI related programs.
  • Knowledge of community resources related to underserved and disadvantaged communities.
  • Extensive experience working with senior leadership and serving as an ombudsman.