Oncourse Home Solutions hiring Sr. Director, Home Warranty Claims in Greater Chicago Area | LinkedIn (2024)

Who We Are

Oncourse Home Solutions (OHS) is a people-centric 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 1.4+ 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 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. Our passion for empowering customers to confidently run their households is what drives us. 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 don’t have to. We view every day as an opportunity to step up, step out, and remind others that they’re in this together, to stay on course.

We are a 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.

Located at our office in Naperville, IL. 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.

Position Summary

As the Sr. Director, Home Warranty Claims at Oncourse Home Solutions, you will lead the claims management lifecycle for nearly 1.5 million home warranty customers across 43 states. You will drive excellence in handling home warranty claims, managing a significant underwriting budget exceeding $100 million. Develop sophisticated action plans and establish clear accountabilities to meet our strategic and operational objectives in the home warranty sector.

Responsibilities include but are not limited to:

• Strategic Leadership: Formulate and enforce a robust strategy specifically for home warranty claims management, aligning with our overarching company objectives. Your role is pivotal in steering the direction and enhancement of our claims processes on a national scale.
• Expert Claims Handling: Direct the end-to-end management of a high volume home warranty claims group (400K plus a year) , emphasizing efficiency, customer satisfaction, and compliance with all pertinent regulations. You will ensure that every claim is handled with the utmost precision and professional care.
• Technology Integration: Utilize advanced technology to streamline claims processing, enhancing accuracy and customer engagement. You will champion the adoption of innovative tools and practices that elevate our service delivery.
• Industry experience in the trades, HVAC, Appliance, Electrical and Plumbing: Leverage your extensive knowledge of the HVAC and plumbing industries to oversee and guide the technical aspects of claims management. Your expertise will be essential in ensuring that claims related to these systems are managed by knowledgeable and skilled professionals.
• Stakeholder Management: Develop strong relationships with key industry players, including HVAC and plumbing service providers. Your understanding of third-party service dynamics will be critical in optimizing our external engagements and operations.
• Team Leadership and Development: Lead and mentor a team dedicated to claims management, instilling a culture of continuous improvement and expert knowledge in home warranty services, particularly in HVAC and plumbing.
• Financial Oversight: Control and optimize a substantial budget, ensuring fiscal responsibility and strategic allocation of resources to maximize operational efficiency and profitability.

Excited if This is You

Experience and Qualifications of the Role

• 8-10 years of dedicated experience in claims management, preferably within the home warranty industry, with a significant focus on HVAC and plumbing claims.
• Proven track record in managing high volume claim activity and leading high-performing teams in a field-based service business.
• Demonstrated ability to understand residential repairs involving plumbing, electrical and HVAC systems and provide guidance to service providers.
• Knowledge of dealing with third party service models and transactions. Base understanding of entitlement analysis and adjudication principles.
• Ability to leverage technology for efficiency gains, tolerance & performance monitoring and exception handling.
• Strategic planning capability, including experience developing and implementing a 3– important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Education

Bachelor's Degree or 15 years of experience in claims.

Computer Skills Needed to Perform this Job

• Proficiency in Microsoft and Google Suites

Competencies:

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.

Priority setting - Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

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.

Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp, capable, and agile.

Directing others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.