Rebate Application Processing Supervisor

Guidehouse•San Antonio, TX

4d•Onsite

About The Position

Guidehouse is a leading management consulting firm serving the public and commercial markets. We guide our clients forward towards new futures that build trust in society and your professional skills along the journey. Join us at Guidehouse. Our dedicated team delivers exceptional customer experience through prompt and accurate processing of energy efficiency rebate applications and providing overall customer service in a specialized and technical environment. Our work includes detailed reviews of applications for energy rebates through the State of Georgia’s Home Energy Rebates Program for eligibility, finalization of energy applications and resultant payments, inbound and outbound support for applicants and program participants via phone and email, and other types of back-office processing support for our client, program participants (residents/consumers and contractors) and other program partners. The daily work for this position requires a strong ability to focus on incoming and repetitive data, while maintaining careful attention to detail. This position will be based Monday through Friday in our San Antonio, TX office. Individuals must be able to work an eight-hour shift between the hours of 8:00 AM CT - 5:00 PM CT. The Rebate Application Processing Supervisor is responsible for overseeing the daily operations of the application processing activities for a state rebate program and the management of the on-site application processing staff (specialists). The Rebate Application Processing Supervisor is an extension of a client’s business office staff. This position is responsible for developing, implementing, managing and meeting or exceeding the Operational goals of our clients and Company. This may include overlapping related business activities. The Rebate Application Processing Supervisor will work closely with Managing Consultants and Operations Managers to apply new and emerging approaches to our clients’ business processes. This position will follow and ensure that client policies and procedures are followed and will also perform any and all job-related duties as assigned.

Requirements

Experience managing a team
Ability to review, interpret, and make actionable recommendations based on data and analytics
University degree and 5 years of prior relevant experience. (Relevant experience may be substituted for formal education or advanced degree)
Relevant experience related to application/documentation reviews and/or customer service
PC skills in a Windows environment. Knowledge and utilization of desktop applications, including proficiency in Excel
Ability to initiate and follow through on projects and work independently.
Strong written and verbal communication skills.

Nice To Haves

2+ year experience working in a Grants Management, Energy-related program or application processing setting.
CRM experience

Responsibilities

Leadership and management of the application processing team, including workload distribution, performance measurement, training, and coaching
Ensuring team member compliance with program rules and guidelines
Analysis of quantitative and qualitative data to inform process improvements
Provide daily workload management and supervision for Rebate Application Specialists
Monitor specialist performance to ensure they meet or exceed established productivity, process, and compliance goals
Perform QA of application reviews on an ongoing basis
Review, analyze, and report metrics related to the application process, such as: application volume, application throughput, reviewer errors, etc and use this information to guide management of the team as well as support leadership insights into the application process, recommending enhancements to metrics as needed
Identify and communicate trends and issues to Operations Manager, additional Project Leaders & Client Support on-going professional development and continuous improvement for specialists, including development of and updates to program resources and providing individual coaching, feedback, and routine performance reviews
Develop and lead training and routine knowledge checks to support efficient and effective application reviews
Perform other duties, tasks, and special projects as assigned including but not limited to: Providing back-up application review support for Rebate Application Specialists
Working with management in developing new policies and procedures
Possible travel

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program