Senior Enrollment Analyst

Position Overview:

The Senior Enrollment Analyst is responsible for processing enrollments, exceptions and other tasks related to the enrollment process. This role will also be responsible for Enrollment and reporting, ensuring that all Enrollments are processed within SLA. This role requires strong attention to detail, critical thinking skills, and moderate to proficient Excel skills. This position involves a high level of strategic involvement and a focus on process improvement.

Responsibilities:

• Responsible for reviewing and resolving enrollment exceptions, ensuring enrollments are resolved accurately and within SLA.
• Monitor daily system rejections within CRM and enrollment platforms, researching and resolving failures such as enrollment errors, payment issues, and data integrity problems.
• Identify trends in enrollment failures and escalate systemic issues to appropriate teams.
• Ensure enrollment forms and data are processed accurately and in compliance with internal policies and regulatory requirements.
• Escalate system enrollment errors to IT for investigation and root-cause analysis; partner with IT through resolution.
• Serve as a liaison between IT and business teams on enrollment-related initiatives.
• Collaborate with Call Center, Digital, Marketing, STS, and Revenue Management teams to resolve customer-impacting issues.
• Participate in User Acceptance Testing for projects, enhancements, and code changes impacting enrollment processes.
• Create and execute test enrollments for large-scale initiatives, new partner onboarding, and system changes.
• Review and work Enrollment Audits to ensure enrollments are successfully on system and meeting all business rules.
• Identify opportunities to improve and update current enrollment reporting. Work with Supervisor, Automation team, and Revenue Management team to streamline and find efficiencies.
• Pull weekly and monthly enrollment reporting and metrics. Analyze data to identify trends, inconsistencies, and opportunities for improvement.
• Create adhoc reports for senior leadership. Pull metrics as needed for presentations, weekly updates.
• Maintain a deep understanding of the end-to-end enrollment process.
• Recommend and implement process improvements to simplify operations and increase successful enrollment rates.
• Write, update, and maintain Standard Operating Procedures (SOPs) for enrollment processes.

Job Requirements:

• Bachelor’s degree in business administration, Operations, Information Technology, or equivalent professional experience.

• Minimum 3 years of experience in operations, enrollment, back-office processing, or a related business function.

• Strong experience in MS Excel and reporting/dashboard tools; ability to create and interpret operational metrics and insights.

• Strong analytical, problem-solving, and critical thinking skills with the ability to identify root causes and recommend solutions.

• Ability to work independently to resolve customer and system issues, while also collaborating effectively within a team environment.

• Ability to communicate technical and process-related issues in a clear, concise, and user-friendly manner to both technical and non-technical stakeholders.

• Proven ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining a high degree of accuracy and attention to detail.
• Detail-oriented with a focus on accuracy, compliance, and continuous improvement.
• Excellent written and verbal communication skills for effectively reporting issues, progress, risks, and improvement opportunities to managers and stakeholders.

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range (Chattanooga, TN): $23.33/hr - $31.11/hr

Annual Bonus Potential: 5%

HomeServe USA is an equal opportunity employer.

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