Supervisor - Claims Servicer
Apply NowCompany: Oncourse Home Solutions
Location: Naperville, IL 60540
Description:
Who We are
Oncourse Home Solutions (OHS) is a people-centric, $450M 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 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. 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 and partners don't have to. 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. Oncourse Home Solutions 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 Supervisor of Warranty Claims Service oversees approximately 350,000 warranty claims annually, ensuring operations meet SLAs for timely and accurate customer servicing. This role includes running dispatching operations, assigning providers, scheduling, ensuring claims are accurately dispositioned, and monitoring workflow efficiency. The Supervisor leads process and system enhancements to improve efficiency, results and customer satisfaction. They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching. Based primarily in Naperville, this role requires flexibility for evenings, weekends, and travel as needed, while coalescing unity from offshore and other onshore sites and team members.
Job Duties/Responsibilities.
They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching.
We're Excited if This is You
Experience and Qualifications of the Role
Computer Skills Needed to Perform the Job
Education
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well being. The base pay for this position is $69,800-$103,400 salary. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Competencies
Drives Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Customer Focused - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Peer relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Organizing - Can marshall resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Oncourse Home Solutions (OHS) is a people-centric, $450M 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 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. 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 and partners don't have to. 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. Oncourse Home Solutions 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 Supervisor of Warranty Claims Service oversees approximately 350,000 warranty claims annually, ensuring operations meet SLAs for timely and accurate customer servicing. This role includes running dispatching operations, assigning providers, scheduling, ensuring claims are accurately dispositioned, and monitoring workflow efficiency. The Supervisor leads process and system enhancements to improve efficiency, results and customer satisfaction. They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching. Based primarily in Naperville, this role requires flexibility for evenings, weekends, and travel as needed, while coalescing unity from offshore and other onshore sites and team members.
Job Duties/Responsibilities.
They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching.
We're Excited if This is You
Experience and Qualifications of the Role
- 3+ years of experience in a Front Line leadership in high paced processing or operational environment
- Proven tactical planning with advanced problem-solving skills
- Strong decision making and analytical skills to utilize data effectively to drive actions
- Operational leadership skills including daily tactics, production tracking, quality of work product, employee motivator, fast to see and solve problems, de-escalation capability
- Ability to successfully navigate and lead through ambiguous situations
- Detail orientated with strong organizational skills and the ability to adapt to changing priorities.
- Excellent relationship building skills working across organization boundaries building alignment to drive results with strong and effective verbal and written communication skills with the ability to effectively influence others
- Effective initiative management skills with the ability to grasp the bigger picture, develop processes and lead teams to achieve desired results
- Self-starter, creative problem solver, persuasive, thorough, and strong team player
- Excel at delivering business improvements, developing business processes
- High degree of resilience with the ability to adapt to changing priorities
- This role will be required to work an on-call rotation that may include evenings and weekends
- Demonstrated critical thinking to understand, analyze, evaluate, and negotiate in complex situations Demonstrated knowledge of home systems repair methods
- Detail oriented and shows strong data entry and documentation skills
- Demonstrated a sense of urgency as appropriate
Computer Skills Needed to Perform the Job
- Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook)
- Able to learn and maneuver different software systems uses to perform daily jobs
Education
- High School degree required, Associates preferred or 5+ years equivalent experience
We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well being. The base pay for this position is $69,800-$103,400 salary. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.
Our benefits include but are not limited to: healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.
Competencies
Drives Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
Customer Focused - Is dedicated to meeting the expectations and requirements of internal and external customers; gets firsthand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
Peer relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers.
Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more out of fewer resources.
Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Organizing - Can marshall resources (people, funding, material, support) to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
Problem Solving - Is tolerant with people and processes; listens and checks before acting; tries to understand the people and the data before making judgments and acting; waits for others to catch up before acting; sensitive to due process and proper pacing; follows established process.
Time Management - Uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.