Senior Enrollment Analyst

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last ten years. What does HomeServe do and what makes it so great? Well, we’re glad you asked! 

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers. 

No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy.  

Position Overview:

The Senior Enrollment Analyst is responsible for overseeing and analyzing enrollment processing, exceptions, reporting, and other activities related to the enrollment process. This role will also be responsible for Enrollment and Back Office reporting, ensuring that all enrollments are processed within SLA and identifying opportunities to improve overall performance. The position requires strong attention to detail, critical thinking, analytical skills, and moderate to proficient Excel skills.

Responsibilities:

• Responsible for reviewing and resolving enrollment exceptions. Maintain Enrollment Log trackers ensuring enrollments are resolved accurately and within Service Level Agreements (SLA) and distributed to Senior Leadership weekly.
• Monitor daily system rejections within CRM and enrollment platforms, researching and resolving failures such as enrollment errors, payment issues, and data integrity problems.
• Analyze and explain operational trends in enrollment failures and other insights to advise leadership in proactively identifying and escalating systemic issues to appropriate teams.
• Ensure enrollment forms and data are processed accurately and in compliance with internal policies and regulatory requirements.
• Create data visualizations using Tableau, Power BI, Excel, Salesforce, or other software.
• Escalate system enrollment errors to IT for investigation and root-cause analysis; partner with IT through resolution.
• Serve as a subject matter expert and liaison between IT and business teams on enrollment-related initiatives, providing business expertise and strategic recommendations.
• Collaborate with Call Center, Digital, Marketing, STS, and Revenue Management teams to resolve customer-impacting issues and improve enrollment outcomes.
• Build and maintain Enrollment dashboards.
• Manage new and existing data inquiries.
• Participate in User Acceptance Testing for projects, enhancements, and code changes impacting enrollment processes, utilizing independent judgment to identify and address potential issues.
• Create and execute test enrollments for large-scale initiatives, new partner onboarding, and system changes.
• Create review and analyze Enrollment Audits to ensure enrollments are successfully on the system and meet all business rules.
• Lead the identification of opportunities to improve and update current enrollment reporting. Collaborate with the Manager, Automation team, and Revenue Management team to streamline and find efficiencies.
• Manage daily, weekly, and monthly enrollment reporting and metrics. Analyze data to identify trends, inconsistencies, and opportunities for improvement, and provide recommendations based on findings.
• Serve as the primary contact to develop and deliver ad hoc reports and strategic analysis for senior leadership. Pull and analyze metrics as needed to support presentations, business reviews, and weekly updates.
• Maintain a deep understanding of the end-to-end enrollment process and use this knowledge to identify risks, trends, and opportunities for improvement.
• Evaluate, recommend and implement process improvements to simplify operations and increase successful enrollment rates.
• Write, update, and maintain Standard Operating Procedures (SOPs) for enrollment processes.

Essential Functions:

Essential Job Function

% of Time on Function

Enrollment Exception Processing

25%

Reporting and Analysis

 40%

Enrollment Testing Support and IT Support

 25%

Process Improvement

10%

Total

100%

Job Requirements:

• Bachelor’s degree in business administration, Operations, Information Technology, or equivalent professional experience.
• Minimum 3 years of experience in operations, enrollment, data analysis , or a related professional
• 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.

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Salary Range (Chattanooga, TN): $48,526.00 – $64,709.00

Annual Bonus Potential: 5%

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.   

HomeServe USA is an equal opportunity employer.