What are the responsibilities and job description for the Senior Supervisor - Lockbox position at Oncourse Home Solutions?
Who We Are
At Oncourse Home Solutions (OHS), 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. Our mission is to help homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to all by becoming the most forward-thinking and community-driven home solutions organization of the 21st century. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.
We’re innovators, dreamers, problem solvers, and community leaders. Our passion for empowering customers to confidently run their households is what drives us. When our clients need help with home maintenance, repair, or coverage, we’re there. This is what it means to be an Oncourse Super. Supers get it done. We sweat homeownership so our customers don’t have to. We view every day as an opportunity to step up, step out, and remind others that we’re in this together, to stay on course. That’s what it means to lead like a Super.
As a leader in the 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.
We are proud equal opportunity employer, and 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. OHS is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.
Position Summary
This position manages the day-to-day system and customer support operations activity for Oncourse Home Solutions lockbox processing and strategy, with responsibility for championing cross-functional initiatives with the Marketing and Back Office teams to support annual business objectives, optimizations, and long-term successes. This position will develop and maintain a close business relationship with the lockbox vendor, including consistent communication, reporting, and occasional site visits to ensure a high-level partnership that aligns with company defined SLAs, drives an optimal customer journey and employee experience. Builds on existing base of business intelligence and provides strong analytical leadership. Assists with the development and implementation of our Back Office Operations plan and budget. Located at any of our three offices, 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:
- Manage the lockbox processing and adjustments as well as the vendor relationship.
- Communicate operational process changes or updates as they relate to lockbox processing to the business in a timely manner, participate in providing feedback/updates to the Training department, and work with IT to improve operational efficiencies.
- Support Marketing and Back Office efforts in relation to driving lockbox operational efficiencies.
- Day to day support and approval for all marketing codes, notice codes, zip codes and default codes in Oracle.
- Full participation in all Marketing activities that touch campaign planning, forecasting and form updates.
- Ensure all Enrollment Lockbox processes are detail documented in templated SOP’s and maintained for consistency, accuracy, and integrity.
- Collaborate and support efforts with the Marketing team on valid product pricing and availability for all campaign efforts, including direct mail, renewal and win back campaigns.
- Train and provide ongoing support of peers and junior back-office team members on all lockbox system integrations.
Experience and Qualifications:
- Strong decision making and analytical skills to utilize data effectively to drive actions.
- Well organized with strong attention to detail, effective written and verbal communication skills
- Excellent relationship building, superior leadership skills with a strong customer service orientation.
- Ability to work independently (with minimum supervision), multi-task and have a collaborative work style with a strong desire to work in a dynamic, fast paced environment that requires flex.
Education:
Bachelor's Degree in Business, Marketing or related area required.
Computer Skills Need:
- Proficiency in Microsoft and Google Suites
- Oracle
- Agent Desktop
- MDM
Competencies:
Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.
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.
Negotiating: Can negotiate skillfully in tough situations with both internal and external groups; can settle differences with minimum noise; can win concessions without damaging relationships; can be both direct and forceful as well as diplomatic; gains trust quickly of other parties to the negotiations; has a good sense of timing.
Planning: Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluates results.
Organizing Agility: Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, practices, and procedures; understands the cultures of organizations.
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