Customer Operations Specialist, Payments

Harper•Atlanta, GA

6d•$150,000 - $200,000•Onsite

About The Position

The Customer Operations Specialist, Payments role focuses on resolving complex customer issues related to payments, disputes, cancellations, audits, and insurance operations. This role is crucial for preventing recurring problems and mitigating unresolved risks. While Harper's systems can handle routine tasks, this specialist addresses more challenging cases that require critical thinking, persistence, and direct customer communication across various operational domains. The need for this role arises from Harper's expanding base of small business clients, which involves diverse carriers, payment methods, and policy workflows. This specialist will handle escalated cases that span multiple systems and require reconciliation between finance, insurance, and service records.

Requirements

Experience in payments, disputes, cancellations, audits, insurance service, or a similar high-volume problem-solving environment.
Ability to interpret information from multiple systems while maintaining focus on the customer's issue.
Calm and direct communication style, especially with frustrated or confused customers.
Careful documentation of facts, distinguishing between missing records and missing real-world actions.
Judgment to know when to continue investigating and when to escalate issues.
Comfort with phone-based customer interactions throughout the workday.
Willingness to be based in Atlanta or San Francisco, or to relocate to one of these offices.

Responsibilities

Resolve payment questions by tracing payment issues through available records to identify the current state, amount, owner, and next action.
Manage disputes from initiation to closure, including establishing the issue, gathering source records, explaining the current state, coordinating reviews, and recording the final outcome.
Handle complex cancellation scenarios by reviewing the full event chain (notices, effective dates, reinstatements, rescissions) before communicating with the customer.
Support audits by assisting customers in understanding audit requests, identifying necessary records, and routing specialized questions to the appropriate owners.
Answer general insurance questions within defined authority, explaining processes and recorded facts clearly, and escalating coverage advice or licensed decisions.
Utilize the phone for customer interactions when a live conversation is the most efficient way to resolve confusion.
Reconcile information across multiple systems, including customer records, payment records, policy records, communications, and external confirmations, before closing a case.
Ensure each case has a single named owner, a clear current state, and a promised update point until the issue is fully resolved.
Identify recurring issues and flag patterns that indicate a need for improvements in product, process, training, or finance.