Specialist - Contract Operations

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: 

• 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.  

We're Excited if this is You!

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 informatio