Job description
Who We Are
At Homeowner Services Group (HOS), we are a people-centric organization. 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. We are a leader in U.S., providing home warranty and home repair services, operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. 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.
As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. HOS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
The Specialist, Partnership Support will be responsible for completing the day-to-day operations of the Partnership Support teams. This includes the timely and accurate processing of enrollments, cancellations, and adjustments of contracts for our Partnership customer accounts. This position submits and processes reconciliations, reviews, analyzes, and resolves customer escalations and quality assurance queues. This position will coordinate amongst the team to process all tasks relating to daily, weekly, and monthly Partnership quality assurance queues. This position requires a strong attention to detail with experience in financial transactions, ensuring adherence to all proper best practices on Partnership contract enrollment/cancellation and adjustment processes while providing an excellent customer experience.
This role is primarily based in our Chicagoland office of Naperville IL. Our Alton, IL office is an option as well. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model is required.
Responsibilities include but not limited to:
- Develop and maintain current knowledge of New York City, Orlando, Nashville, Vertex, AW-SAP Partnership processes and trends.
- Participate proactively in the team’s operational and metric reporting to increase productivity and increase efficiency.
- Responsible for timely and accurate enrollment and cancellation processing
- Ensure timely response to billing and enrollment exceptions.
- Timely reporting and identification of anomalies involving customer enrollment and cancellation data.
- Ensure enrollment and cancellation processes performed in compliance with defined processes and controls.
- Communicate across departments in a timely manner, participate in providing feedback/updates to the Contact Center Training department, and work with IT to improve operational efficiencies.
- Functional Subject Matter Expert of Dynamics CRM and AX and supporting Partnership operations applications for enrollment/cancellation/adjustment processing.
- Participate in providing accurate feedback to capture clear and measurable metrics or Service Level Agreements to ensure Partnership Support tasks and transactions are completed timely, accurately, and consistently.
- Provide strong communication across the Partnership Support team through performance and active participation to identify and enhance operational processes.
- Work cross functionality to align processes as one HOS.
- Complete and/or update Partnership Enrollment, Cancellation, Exception Reporting processes in detailed and templated Standard Operating Procedure format for consistency, accuracy, and integrity.
We’re Excited if This is You
- 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.
- Identification and implementation of process improvements.
Education (preferred and or required)
Associates degree in Business, Finance, Accounting, or related program is preferred or equivalent experience.
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