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Contract Operations Representative

4 months ago

Naperville, United States Oncourse Home Solutions Full time

**Who We are**

Oncourse Home Solutions (OHS) is a people-centric organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.4+ million customers across the U.S. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

We partner with cities, utilities, insurance providers, retailers, financial service companies and member associations to help them maintain and protect their customers’ most important asset—their home. Our passion for empowering customers to confidently run their households is what drives us. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse Super’—Successful, United, Progressive, Empathetic, Reliable. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.

**Position Summary**

The Contract Operations Representative will be responsible for completing the day-to-day operations of the Business Operations team. This includes the timely and accurate processing of contract enrollments for customer accounts. This position will enter, review, analyze, and resolve problem enrollments. This includes the timely and accurate processing of enrollment disputes, return mail, and correspondence for customers. This position requires a strong attention to detail, experience with financial transactions relating to enrollment workflow, and ensuring adherence to all best practices on contract enrollment processes while providing excellent customer experience.

**_This role is located at our headquarters in Naperville, IL. Our office environment is a key driver of our company culture and employee experience, This position is in the Compliance/Mailroom at the Naperville office 5 days a week and not on the hybrid model currently._**

**Responsibilities include but are not limited to**:

- Responsible for taking an active approach in daily tasks and responsibilities.
- Responsible for managing the process of receiving, tracking, batching, scanning of mail.
- Responsible for managing the credit card PCI compliance data entry in the Naperville Compliance Room.
- Responsible for managing the scanning of mail for AWD workflows.
- Ensure enrollment and cancellation processes performed in compliance with defined processes and controls.
- Other duties as assigned by the supervisor/manager to support the business.

**We're Excited if This is You**

Experience and Qualifications of the Role
- 2+ years background of processing daily operational tasks and reporting
- 2+ years of experience in contract enrollment and cancellation processing
- 2+ years progressive experience in Contract Operations, Customer Service, Accounts Receivable, Accounts Payable or Billing
- Performance of internal controls specific to a transactional functional area such as contract enrollment and cancellations
- Collaboration with cross functional departments
- Multi-tasking multiple initiatives and meeting deadlines that comply with business initiatives while maintaining the existing customer experience.
- Self-starter, creative problem solver, persuasive and thorough, and strong team player
- Ability to work independently (with minimum supervision), multi-task and have a collaborative work style with a strong desire to work in a dynamic, fast paced environment that requires flexibility and ability to manage multiple priorities.

**Education (preferred and or required)**
Associate in business, Finance, Accounting, or related program is preferred or equivalent experience.

**Certificates, Licenses, Registrations**
- N/A**Computer Skills Needed to Perform this Job**
- Proficiency in Microsoft O365
- Microsoft Excel
- AWD
- Oracle
- ETS/Stripe
- Agent Desktop

**Competencies**

**Action Oriented **Enjoys working hard; action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.

**Decision Quality **Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.

**Drive for Results **Can be counted on to exceed goals