Senior Enrollment Analyst

HomeServe USA • Chattanooga, TN

10d • $48,526 - $64,709

About The Position

The Senior Enrollment Analyst oversees and analyzes enrollment processing, exceptions, reporting, and related activities. The role is responsible for Enrollment and Back Office reporting, ensuring enrollments are processed within service-level agreements, and identifying opportunities to improve performance. It requires attention to detail, critical thinking, analytical skills, and moderate to proficient Excel skills.

The analyst works across business and technical teams to resolve enrollment issues, support testing and system changes, maintain reporting and procedures, and provide analysis and recommendations to leadership. Essential functions are enrollment exception processing (25% of time), reporting and analysis (40%), enrollment testing and IT support (25%), and process improvement (10%).

Requirements

• Bachelor’s degree in business administration, operations, information technology, or equivalent professional experience.
• At least 3 years of experience in operations, enrollment, data analysis, or a related professional area.
• Strong experience in MS Excel and reporting/dashboard tools, with the ability to create and interpret operational metrics and insights.
• Strong analytical, problem-solving, and critical-thinking skills, including the ability to identify root causes and recommend solutions.
• Ability to work independently to resolve customer and system issues and collaborate effectively in a team environment.
• Ability to communicate technical and process-related issues clearly and appropriately to technical and non-technical stakeholders.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining accuracy and attention to detail.
• Detail-oriented approach focused on accuracy, compliance, and continuous improvement.
• Excellent written and verbal communication skills for reporting issues, progress, risks, and improvement opportunities to managers and stakeholders.

Responsibilities

• Review and resolve enrollment exceptions; maintain enrollment log trackers, ensure cases are resolved accurately and within SLAs, and distribute updates to senior leadership weekly.
• Monitor daily system rejections in CRM and enrollment platforms and research and resolve enrollment errors, payment issues, and data-integrity problems.
• Analyze operational trends in enrollment failures and other insights, advise leadership, and proactively identify and escalate systemic issues to appropriate teams.
• Ensure enrollment forms and data are processed accurately and comply 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, and partner with IT through resolution.
• Serve as a subject matter expert and liaison between IT and business teams on enrollment 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 affecting enrollment processes, using 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 confirm enrollments are successfully on the system and meet business rules.
• Identify opportunities to improve and update enrollment reporting; collaborate with the Manager, Automation team, and Revenue Management team to streamline processes and find efficiencies.
• Manage daily, weekly, and monthly enrollment reporting and metrics; analyze data for trends, inconsistencies, and improvement opportunities, and provide recommendations.
• Develop and deliver ad hoc reports and strategic analysis for senior leadership; provide metrics for presentations, business reviews, and weekly updates.
• Maintain a deep understanding of the end-to-end enrollment process and use it 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 for enrollment processes.

Benefits

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open, and team-oriented work atmosphere
• Medical, vision, dental, life, and disability insurance
• 401(k) plan with company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company
• Annual bonus potential of 5%

What This Job Offers

• Job Type: Full-time
• Career Level: Senior