Senior Enrollment Analyst

HomeServe USA•Chattanooga, TN

37d•$48,527 - $64,703•Onsite

About The Position

The Sr. Enrollment Analyst is responsible for processing enrollments, exceptions and other tasks 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. This role requires strong attention to detail, critical thinking skills, and moderate to proficient Excel skills. This position involves a high level of strategic involvement and a focus on process improvement.

Requirements

Bachelor’s degree in business administration, Operations, Information Technology, or equivalent professional experience.
Minimum 3 years of experience in operations, enrollment, back-office processing, or a related business function.
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.

Responsibilities

Responsible for reviewing and resolving enrollment exceptions, ensuring enrollments are resolved accurately and within SLA.
Monitor daily system rejections within CRM and enrollment platforms, researching and resolving failures such as enrollment errors, payment issues, and data integrity problems.
Identify trends in enrollment failures and escalate systemic issues to appropriate teams.
Ensure enrollment forms and data are processed accurately and in compliance with internal policies and regulatory requirements.
Escalate system enrollment errors to IT for investigation and root-cause analysis; partner with IT through resolution.
Serve as a liaison between IT and business teams on enrollment-related initiatives.
Collaborate with Call Center, Digital, Marketing, STS, and Revenue Management teams to resolve customer-impacting issues.
Participate in User Acceptance Testing for projects, enhancements, and code changes impacting enrollment processes.
Create and execute test enrollments for large-scale initiatives, new partner onboarding, and system changes.
Review and work Enrollment Audits to ensure enrollments are successfully on system and meeting all business rules.
Identify opportunities to improve and update current enrollment reporting. Work with Supervisor, Automation team, and Revenue Management team to streamline and find efficiencies.
Pull weekly and monthly enrollment reporting and metrics. Analyze data to identify trends, inconsistencies, and opportunities for improvement.
Create adhoc reports for senior leadership. Pull metrics as needed for presentations, weekly updates
Maintain a deep understanding of the end-to-end enrollment process.
Recommend and implement process improvements to simplify operations and increase successful enrollment rates.
Write, update, and maintain Standard Operating Procedures (SOPs) for enrollment processes.