Specialist, Contract Operations

Specialist, Contract Operations

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 25+ 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: Reporting to the Sr. Supervisor, Lockbox Operations, the Contract Operations Specialist's primary responsibility is entering direct mail response enrollments, analyzing and resolving enrollment exceptions, reviewing and acting on customer correspondence. This includes the timely and accurate processing of problem enrollment exceptions in our 3rd party processing vendor portal. This position requires a strong attention to detail with experience in financial transactions, ensuring adherence to all proper best practices. Located at our office in Naperville, our office environment is a key driver of our company culture and employee experience, so a regular in-office hybrid model (T-TH in office and M & F remote) is required.

Responsibilities Include But Are Not Limited To

• Processing contract enrollments from customer responses to OHS direct marketing campaigns.
• Processing contract cancellations as required based on customer responses to OHS direct marketing campaigns.
• Review, analyze, and resolve enrollment exceptions in Oracle.
• Review, analyze, and resolve enrollment exceptions in our 3rd party providers portal.
• Logging un-processable customer enrollment forms on excel fulfillment file for customer communication.
• Reviewing and acting on customer correspondence.

We're Excited If This Is You!

Experience and Qualifications for the Role:

• 2 - 4 years prior experience in Billing, Account Receivable, or Accounting experience – preferred
• Basic to intermediate proficiency in Microsoft Excel.
• Strong organizational skills with attention to detail for data entry processing.
• Ability to manage multiple tasks and maintain accuracy in a fast-paced environment.
• Familiarity with ERP systems.
• Understanding compliance and handling sensitive information securely.
• Good problem-solving skills for researching incomplete or unclear customer information.
• Effective communication skills for coordinating with internal teams (e.g., Accounting, Billing, Contract Ops).
• Ability to work independently and meet deadlines with minimal supervision.
• High level of integrity and confidentiality when processing customer data.

Computer Skills Needed to Perform the Job:

• Proficiency in Microsoft O365
• Average to strong Excel skills
• Looker Reporting
• Blitz Reporting
• Oracle
• Salesforce (NGCC)
• Asana

Education BA/BS or equivalent work experience required. Certificates, Licenses, and Registrations N/A

Compensation and Benefits

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 $22.26 - $33.40 USD Hourly. 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:

• Action-Oriented
• Business Acumen
• Communicate Effectively
• Customer Focus
• Dealing with Ambiguity
• Decision Quality
• Problem Solving

Equal Opportunity Employer