Customer Operations Specialist, Payments

The role

This person will resolve customer problems involving payments, disputes, cancellations, audits, and insurance operations. They will use multiple systems to reconcile records and communicate directly with customers via phone.

What you will do

• Resolve payment questions by tracing records to identify state, amount, owner, and next action.
• Work disputes end to end by gathering records and coordinating reviews.
• Handle cancellation complexity including notices, reinstatements, and rescissions.
• Support audits by identifying needed records and routing specialized questions.
• Answer general insurance questions within authority.
• Use the phone for live conversations to resolve confusion.
• Reconcile across customer, payment, policy, and communication records.
• Own the next action until the issue is complete.
• Flag patterns to inform product, process, training, or finance fixes.

Required qualifications

• Worked in payments, disputes, cancellations, audits, insurance service, or another high-volume problem-solving environment.
• Can read several systems without losing the customer's question.
• Calm and direct with people who are frustrated or confused.
• Documents facts carefully.
• Knows when to keep investigating and when to escalate.
• Comfortable with phone work throughout the day.
• Based in Atlanta or San Francisco, or ready to relocate to one of those offices.

Benefits

• Health insurance
• Dental insurance
• Vision insurance

Before you apply

• Send resume and a short example of a customer problem that crossed several systems or teams.

About the company

Harper serves a growing base of small businesses across many carriers, payment paths, and policy workflows.