Senior Back Office Analyst

HomeServe USA; Chattanooga (TN); On-site; USD 32,000 - 54,000; Full time

Benefits offered by this job

Annual bonus

Competitive hourly pay

Job summary

HomeServe USA in Chattanooga, TN is seeking a Senior Back Office Analyst who will support daily operational processes, ensure accurate processing of customer correspondence and enrollment activities, and contribute to department projects.

The role acts as a senior SME for back office processes, mentors analysts, and identifies opportunities to simplify and automate workflows while coordinating with IT, vendors, and cross-functional teams.

Qualifications

• Associate's degree required; Bachelor’s preferred.
• 3+ years in operations, enrollment, back-office processing, or related field.
• Strong analytical and problem-solving abilities with process improvement focus.
• Detail-oriented with excellent organizational and time management skills.
• Ability to mentor and guide Back Office staff.
• Proficient with Microsoft Office; able to learn business systems.

Responsibilities

• Lead and support processing of physical mail and customer correspondence.
• Assist with daily Mail Enrollment processing; coordinate with IT and vendors to resolve issues.
• Support enrollment for ad hoc channels ensuring successful intake and system enrollment.
• Process marketing and retention test mail responses within SLA; track and report trends.
• Lead Back Office Communication Process and identify automation opportunities to reduce manual touchpoints.
• Serve as senior SME; mentor and provide guidance to Back Office Analysts.
• Provide backup support to Back Office Manager and support daily operations.
• Monitor operational performance and identify opportunities to improve processes and service levels.
• Identify operational issues and communicate risks to Enrollment leadership for timely resolution.
• Maintain knowledge of Enrollment functions and cross-functional processes.
• Ensure SOPs and documentation are accurate and up-to-date.
• Collaborate with cross-functional teams to troubleshoot issues and implement improvements.
• Support departmental projects, testing, and process changes as needed.

Skills

Analytical skills

Problem-solving

Process improvement

Detail-oriented

Organizational skills

Time management

Mentoring

Microsoft Office

Excel

Education

Associate's degree

Bachelor's degree preferred

Tools

Microsoft Office

Excel

Job description

The Senior Back Office Analyst plays a key role in the success of the Back Office Department by supporting daily operational processes, ensuring accurate and timely processing of customer correspondence and enrollment-related activities, and contributing to departmental projects and initiatives. This position serves as a senior resource and subject‑matter expert for Back Office processes and procedures. The Senior Back Office Analyst is responsible for identifying opportunities to simplify and improve processes, reduce manual touchpoints, enhance efficiency, and support automation initiatives.

Responsibilities:

• Lead and support the processing of physical mail, including incoming and outgoing customer correspondence.
• Assist with daily Mail Enrollment file processing, ensuring timely and accurate daily file delivery from vendors; partner with IT and vendors to resolve issues.
• Support the enrollment process for adhoc channels including co‑ops, blanket programs, warranty programs, and other special enrollment initiatives, ensuring successful intake and system enrollment.
• Ensure all marketing and retention test mail responses are processed within SLA. Track, analyze, and report on performance trends and outcomes.
• Lead the Back Office Communication letter process, including the Unable to Enroll. Identify automation opportunities to reduce manual touchpoints.
• Serve as a senior resource and subject‑matter expert for Back Office processes and procedures. Mentor and provide guidance and support to Back Office Analysts.
• Provide backup support to the Back Office Manager as needed, including assisting with daily operational needs and departmental priorities.
• Support the Back Office Manager in monitoring operational performance and identifying opportunities to improve processes, efficiency, and service levels.
• Identify and communicate operational issues, process gaps, opportunities for improvement, and potential customer impacts to the Back Office Manager and/or Enrollment leadership to support timely resolution.
• Maintain a strong working knowledge of Enrollment functions and cross‑functional processes, including Billing/Finance, Fulfillment, Call Center, STS, and Partner Support.
• Ensure standard operating procedures and process documentation are accurate, current, and maintained to support consistent execution and effective training.
• Collaborate with cross‑functional teams, vendors, and internal partners to support operational initiatives, troubleshoot issues, and implement process improvements.
• Support departmental projects, testing, process changes, and other business initiatives as needed.

Essential Functions:

% of Time on Function

• Lead Back Office Communication Process
• 25%
• 25%
• Mentor and provide guidance to Back Office analysts
• 10%
• Lead and Support Ad Hoc Back Office Projects and Initiatives
• 25%
• Process Improvement
• 15%

Total

100%

Job Requirements:

• Minimum of an Associate’s degree; Bachelor’s degree preferred, in Business Administration, Operations, Information Technology, or a related field. Equivalent professional experience may be considered.
• Minimum 3 years of experience in operations, enrollment, back‑office processing, or a related business function.
• Strong analytical, problem‑solving, and process improvement skills, with the ability to identify trends and recommend actionable solutions.
• Detail‑oriented with strong organizational and time management skills. Ability to manage multiple priorities in a fast‑paced environment.
• Demonstrated ability to mentor and support team members and serve as a knowledgeable resource for business processes and procedures.
• Proficiency with Microsoft Office, particularly Excel, and the ability to learn and effectively use business systems and technology.

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.

Hourly Pay Rate (Chattanooga, TN): $20.00 - $26.00

Annual Bonus Potential: 5%

HomeServe USA is an equal opportunity employer.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.