Operations Specialist

About the job

Overview Frontdoor is reimagining how homeowners maintain and repair their most valuable asset – their home. As the parent company of two leading brands, we bring over 50 years of experience in providing our members with comprehensive options to protect their homes from costly and unexpected breakdowns through our extensive network of pre-qualified professional contractors. American Home Shield, the category leader in home service plans with approximately two million members, gives homeowners budget protection and convenience, covering up to 23 essential home systems and appliances. Frontdoor is a cutting edge, one-stop app for home repair and maintenance. Enabled by our Streem technology, the app empowers homeowners by connecting them in real time through video chat with pre-qualified experts to diagnose and solve their problems. The Frontdoor app also offers homeowners a range of other benefits including DIY tips, discounts and more. For more information about American Home Shield and Frontdoor, please visit frontdoorhome.com .

Responsibilities Summary : This position applies knowledge of the terms and conditions of the 2-10 warranties to accurately advise and educate builder/members, homeowners and others of the requirements, responsibilities, and obligations under the warranty. The Operations Specialist will ensure compliance requirements are met and payments are applied accurately.

Responsibilities:

• Ensure exceptional customer service to internal and external customers.
• Prepare and audit invoices sent to external customers.
• Payment conciliation for over or under payments.
• Accurately enter and process enrollment forms into the system and validate all information.
• Audit home enrollments to verify risk management and eligibility requirements are met and ensure all information is complete and accurate.
• Identify and resolve inadequate applications and associated revenue by performing follow ups through written and oral communication within required timeframes.
• Audit payments received to ensure funds are applied appropriately to enrollments.
• Digital filing of enrollments and associated payments.
• Manage and properly input metadata necessary to process homeowner transfer of warranty.
• Ensure that Service Level Agreements and deadlines are met by coordinating and following up with all necessary parties.
• Manage assigned shared inbox tasks, which includes researching facts and gathering documentation necessary to ensure are standards and requirements for the enrollment have been met by Builder/Seller to complete enrollment.
• Document all customer interactions in a clear, concise and informative matter.
• May assume other duties as applied.

Required Skills:

• College-level writing skills and exceptional verbal communication skills
• Excellent data entry skills with the ability to effectively enter data into software and confirm all information is accurate
• Process critical thinking skills to analyze and negotiate with experience resolving highly escalated situations
• Strong ability to multi-task and manage competing priorities
• Methodical in approach and attention to detail
• Ability to apply problem solving skills to complex situations
• Able to successfully work with clients and collaborate with team members
• Must have proficient computer skills working in Microsoft\ applications, such as Word, Excel, Outlook and Teams
• Highly motivated and customer centric
• Strong work ethic and able to work in a team environment
• Skilled in invoicing and/or billing

Preferred Skills:

• Experience with accounting capabilities and functions
• Experience with accounting software, such as QuickFields

Physical Role Requirements : Be seated at a computer intermittently for up to eight hours a day. Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers and phones. Repetitive motions using hands and digits; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.

Qualifications Minimum Education, Licensure and Professional Certification requirements: Associate degree required

Minimum Experience required : 2+ years accounting and office work experience required, 3+ years of experience