What are the responsibilities and job description for the Specialist - Contract Operations position at Oncourse Home Solutions?
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 nearly 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
This role will be responsible for managing the PCI/Mailroom operations at our Naperville office. This includes supervising and training the PCI/Mailroom contractor(s) and ensuring that all daily mail-handling tasks are performed timely and accurately in accordance with the operating procedures. This position will work closely with the Sr Lockbox Supervisor to understand and support the lockbox process and lockbox vendor relationship by providing metrics and trends around lockbox processing.
Based in our vibrant Naperville, IL office, this in-person role (Monday – Friday) is central to our culture and customer experience.
Responsibilities Include But Are Not Limited To
Experience And Qualifications Of The Role
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!
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
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.
Customer Focus: 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.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Drive for 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.
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.
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 nearly 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
This role will be responsible for managing the PCI/Mailroom operations at our Naperville office. This includes supervising and training the PCI/Mailroom contractor(s) and ensuring that all daily mail-handling tasks are performed timely and accurately in accordance with the operating procedures. This position will work closely with the Sr Lockbox Supervisor to understand and support the lockbox process and lockbox vendor relationship by providing metrics and trends around lockbox processing.
Based in our vibrant Naperville, IL office, this in-person role (Monday – Friday) is central to our culture and customer experience.
Responsibilities Include But Are Not Limited To
- Supporting Sr Lockbox Supervisor with the lockbox vendor relationship.
- Supervise and train the PCI/Mailroom contractor(s) to ensure all daily mail-handling tasks are completed.
- Receive and sort enrollment mail for multiple programs (e.g., American Water Resources, Pivotal Home Solutions) and associated products.
- Batch enrollment forms (e.g., 20 forms per batch), assign batch numbers, and maintain accurate tracking in Excel (including date received and batch details).
- Scan enrollment documents to appropriate formats (PDF, Images)
- Distribute scanned batches to processing teams (Flatworld Vendor) for data entry.
- Handle enrollments containing credit card information in compliance with PCI standards.
- Manage unacceptable payment methods (e.g., money orders) by returning them to the sender.
- Research and process checks with incomplete information including match checks to customer accounts and log unassociated checks in a tracker and coordinate with Marketing for customer follow-up letters.
- Track and process other customer correspondence (e.g., cancellations, name changes, deceased notifications) by scanning and routing to appropriate vendors for action.
- Maintain accurate documentation and reporting for all mail-handling activities.
Experience And Qualifications Of The Role
- 2 years of prior experience in mailroom operations or handling high-volume incoming mail.
- Basic to intermediate proficiency in Microsoft Excel for tracking and reporting (e.g., batch logs, data entry).
- Strong organizational skills with attention to detail for sorting, batching, and documentation.
- Ability to manage multiple tasks and maintain accuracy in a fast-paced environment.
- Familiarity with document scanning systems (PDF and AWD) and workflow distribution processes.
- Understanding PCI 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., Marketing, vendors).
- High level of integrity and confidentiality when processing customer data.
- Ability to work independently and meet deadlines with minimal supervision.
- Proficiency in Microsoft O365
- Microsoft Excel
- AWD
- Oracle
- Salesforce
- Bachelor’s degree or equivalent experience.
- N/A
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.
Action Oriented: Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
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.
Customer Focus: 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.
Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn't upset when things are up in the air; doesn't have to finish things before moving on; can comfortably handle risk and uncertainty.
Decision Quality: Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Drive for 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.
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.
Salary : $19 - $27