Lead - Claims Quality & Support

Job Description

Job Description

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with 13+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable -because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

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 Lead - Claims Quality and Support supervises activities and employee actions in the Claims Provider Operations function within the Service Operations department at Oncourse. These activities facilitate a smooth customer experience from claim creation through the service appointment. It may also include additional mitigating activities extending throughout the entire claim lifecycle.

Located at our office in Naperville, IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (generally T-TH in office and M & F remote) is required.

Responsibilities include but are not limited to:

• Build & facilitates QA for claims compliance with our policies and procedures, adherence to Terms & Conditions, and communication guidelines.
• Provides direct feedback to agents, both positive and constructive, with the goal of providing the best service to our customers.
• Helps to handle complex issues, escalations and problems, and acts as a subject matter expert in Provider Operations to help agents with questions.
• Identifies recurring issues, process gaps, and broader coaching opportunities and suggests solutions. Also aids in devising, developing, and rolling out the corrections to these identified areas. This may also include training and supporting the materials and facilitation of said training.
• Acts as first level lead which can provide coverage for supervisor vacations or absences.
• Reviews and provides P-Card authorizations for Out of Network work.
• Supports on-call activities and may require weekend coverage on a rotating schedule.
• Is a self-starter and performs work under minimal supervision.
• Is a strong team player and works well with other supervisors and managers within the Service Operations organization as well as other cross-functional teams.
• Other duties as assigned.

We're Excited if this is You!

Experience and Qualifications of the Role:

• 4-6 years of Service Management experience.

• Strong organizational, sense of urgency and prioritization skills.

• Strong analytical and problem-solving skills.

• Strong effective verbal and written communication skills.

Education :

• High school diploma or GED required

• Bachelor's degree preferred, or equivalent experience

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing.  The base pay range for this position is $63,070 - $83,000 USD Annual. 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.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies :

Leading with Influence - Managing direct and indirect relationships with productive influence not necessarily authority.

Listening - Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he/she disagrees.

Sizing Up People - Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization; can accurately project what people are likely to do across a variety of situations.

Written Communications - Is able to write clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect.

Strategic Agility - Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.