Remote Call Center Agent Jobs in Lockport, IL (NOW HIRING)

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Apax Partners, serving 2 million customers across 43 states. We partner with more than 25 utilities and municipalities (and growing) to provide customized solutions tailored to any community, delivering real value where people live. We help homeowners protect the essential systems that keep their homes running, from HVAC, appliances, and electrical to water, sewer, gas lines, and more, so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs (Successful, United, Progressive, Empathetic, and Reliable) because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

Position Summary

As a company whose employees and call center agents interact with customers every day in highly regulated environments, maintaining a strong compliance culture is critical to how we operate. This position plays a critical role in protecting the company’s reputation, enabling responsible growth, and ensuring the organization maintains the highest standards of legal and ethical conduct while serving customers and partners across the national markets we serve.

For candidates located in Naperville or the greater Chicagoland area, this role follows our standard hybrid work model (based in our Naperville, IL office generally T-TH in office and M & F are remote). Remote consideration may be available for highly qualified candidates who reside out of state or outside a reasonable commuting distance from our Naperville office.

Responsibilities include but are not limited to: 

Regulatory, Consumer Protection, and Partner Ecosystem

• Provide guidance on regulatory matters involving consumer protection, telemarketing, privacy, utility regulations, public service commission rules, and home service contract laws.
• Support compliance with telemarketing and telephone regulations, including the Telemarketing Sales Rule, the Telephone Consumer Protection Act (TCPA), Do Not Call rules, consent requirements, and related federal and state requirements.
• Interface with regulators including Attorneys General, Departments of Insurance, and public utility commissions as needed.
• Support regulatory inquiries, enforcement matters, customer complaints, and investigations involving consumer protection, insurance, utility, privacy, telemarketing, or home service contract issues.

Marketing, Customer Communications, and Call Center Compliance

• Advise on customer-facing marketing materials, co-marketing and revenue share arrangements, disclosures, call center scripts, customer communications, and related practices to ensure compliance with applicable consumer protection and telemarketing requirements.
• Support the monitoring and review of call center interactions, customer communications, and complaint trends to identify legal and compliance risks and strengthen controls.

Business Partnership and Operational Risk

• Partner with business leaders across operations, customer experience, marketing, HR, technology, and product to embed compliance into daily operations.
• Support product, marketing, and operational initiatives with proactive legal risk assessment and practical, business-ready guidance.

Litigation, Investigations, and Ethics

• Support litigation management including discovery, depositions, coordination with outside counsel, and insurance oversight.
• Assist with internal investigations as needed, ensuring thorough, fair, and timely resolution.
• Support the expansion and continuous improvement of ethics, compliance, and training programs across the organization.
• Support the development of an enterprise risk management program by proactively identifying emerging legal and compliance risks.

We’re Excited if this is You!

• Known as a collaborator with strong interpersonal skills and the ability to work effectively with all levels throughout a company.
• A high-initiative, forward-thinking professional with a strong interest in building better and smarter processes in legal and compliance.
• Able to mentor, coach, and develop others in a professional setting.
• A proven issue-spotter who consistently finds practical, workable options for resolving legal matters.
• Able to get results in a fast-paced, deadline-oriented environment while managing multiple matters and competing priorities.

Experience and Qualifications of the Role

• 10+ years of relevant experience, including a minimum of 6 years in law firm litigation and/or in-house litigation, regulatory, compliance, or consumer protection counseling.
• Strong preference for candidates with experience and knowledge of consumer protection laws, telemarketing laws (including the TCPA, Telemarketing Sales Rule, and Do Not Call rules), Attorney General investigations, Department of Insurance regulations, state utility commission regulations, home service contract laws, and privacy laws.
• Experience managing litigation, regulatory matters, enforcement inquiries, and investigations in a regulated industry.
• Experience advising on marketing, customer communications, call center operations, disclosures, consent requirements, customer complaints, or similar customer-facing compliance matters.
• Experience in warranty, home services, insurance, utilities, consumer services, or other regulated B2C businesses preferred; experience with businesses that use direct marketing and call center operations is especially relevant.
• Experience interacting with government regulators or enforcement agencies; prior government, Attorney General, Department of Insurance, public utility commission, or similar enforcement experience is a plus.
• Experience operating in a private equity-backed or similarly fast-paced, growth-oriented environment strongly preferred.
• Working knowledge of employment laws and employment-related litigation or counseling, with Illinois experience preferred.
• Demonstrated experience building or leading compliance and ethics programs.
• Experience conducting formal investigations.
• History of leading cross-functional projects or initiatives, formal or informal.
• Demonstrated business acumen across a variety of matters.
• Familiarity with the AllVoices platform or another ethics hotline preferred.

Education

• Bachelor’s degree required.
• Juris Doctor (J.D.) required.
• Licensed to practice law in at least one state; Illinois licensure preferred.

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total well-being. The base pay range for this position is $202,880 - $304,000. The specific pay offered will depend on qualifications, experience, education, and skill set. The compensation offered may also include an annual performance-based incentive.

Our benefits include but are not limited to healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join Our SUPER Team and Enjoy Amazing Benefits

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• Employee Resource Groups: Connect, contribute, and build community across the company.

Competencies

• Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting the business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
• Decision Quality: Makes good decisions based upon a mixture of analysis, wisdom, experience, and judgment; most solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
• Integrity and Trust: Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent self for personal gain.
• Perspective: Looks toward the broadest possible view of an issue or challenge; has broad-ranging personal and business interests and pursuits; can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future.
• Problem Solving: Listens and checks after acting; tries to understand the people and the data after making judgments and acting; is sensitive to due process and proper pacing; follows established process.
• Action Oriented: Enjoys working hard; is action oriented and full of energy for things seen as challenging; is not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.