Supervisor - Claims Servicer

Who We are 

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.8+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.  

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. 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 Supervisor of Warranty Claims Service oversees approximately 350,000 warranty claims annually, ensuring operations meet SLAs for timely and accurate customer servicing. This role includes running dispatching operations, assigning providers, scheduling, ensuring claims are accurately dispositioned, and monitoring workflow efficiency. The Supervisor leads process and system enhancements to improve efficiency, results and customer satisfaction. They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching. Based primarily in Naperville, this role requires flexibility for evenings, weekends, and travel as needed, while coalescing unity from offshore and other onshore sites and team members.

Job Duties/Responsibilities.

They will own team workflows to ensure claims are actioned at the right time and ensures follow-ups and customer/provider communication are completed as needed. Additionally, they will report regularly to leadership on results/issues/actions, develop team efficiency, maintain and onboard service providers, and foster strong relationships through training, performance reviews, and coaching.

We're Excited if This is You  

Experience and Qualifications of the Role 

• 3+ years of experience in a Front Line leadership in high paced processing or operational environment
• Proven tactical planning with advanced problem-solving skills
• Strong decision making and analytical skills to utilize data effectively to drive actions
• Operational leadership skills including daily tactics, production tracking, quality of work product, employee motivator, fast to see and solve problems, de-escalation capability
• Ability to succes