Customer Operations Specialist, Payments at Harper Insure in San Francisco

Job description

• Application
• Customer Operations Specialist, Payments
• Role in one line: Resolve the customer problems that cross payments, disputes, cancellations, audits, and insurance operations before they become repeat calls or unresolved risk.
• A payment does not reconcile. A customer raises a dispute. A cancellation notice conflicts with the account record. An audit creates a question nobody can answer from one screen. You establish the real state, speak with the customer, and carry the issue to a documented resolution.
• Harper's systems can surface records and prepare routine service work. This role handles the customer problems that still require judgment, persistence, and direct communication across payments and insurance operations.
• Why now
• Harper serves a growing base of small businesses across many carriers, payment paths, and policy workflows. Routine requests belong with Customer Service. This specialist owns the harder cases that cross systems or require reconciliation across finance, insurance, and service records.
• You own payments and disputes, plus the related cancellations, audits, insurance questions, phone work, and complex service problems that often arrive with them. The job is broad because the customer's problem rarely respects one system boundary.
• Cases preserve the customer's question, the amount or policy involved, the records checked, the owner, and the next action.
• Payment conclusions name the evidence and the account or transaction they belong to.
• Disputes end with a recorded resolution, customer notification, and any required financial or policy correction.
• Cancellation answers reflect the latest event in the chain, not the loudest notice.
• Repeat contacts decline because the underlying issue was resolved and explained clearly.

Responsibilities

• Resolve payment questions. Trace the payment question through the available records and identify the current state, amount, owner, and next action.
• Work disputes end to end. Establish the issue, gather the source records, explain the current state, coordinate the required review, and record the final outcome.
• Handle cancellation complexity. Read the full event chain, including notices, effective cancellations, reinstatements, and rescissions, before telling a customer what is true.
• Support audits. Help customers understand the audit request, identify the records needed, and route licensed or specialized questions to the correct owner.
• Answer general insurance questions within authority. Explain process and recorded facts clearly. Escalate coverage advice and licensed decisions rather than guessing.
• Talk to people. Use the phone when a live conversation will resolve confusion faster than another automated message.
• Reconcile across systems. Compare the customer record, payment record, policy record, communications, and external confirmation before closing a case.
• Own the next action. Keep one named owner, one current state, and one promised update point until the issue is complete.
• Find the repeated cause. Flag patterns that should become a permanent product, process, training, or finance fix.

Requirements

• You have worked in payments, disputes, cancellations, audits, insurance service, or another high-volume problem-solving environment.
• You can read several systems without losing the customer's question.
• You are calm and direct with people who are frustrated or confused.
• You document facts carefully and distinguish a missing record from a missing real-world action.
• You know when to keep investigating and when to escalate.
• You are comfortable with phone work throughout the day.
• You are based in Atlanta or San Francisco, or ready to relocate to one of those offices.

Skills

Required

• Calm and direct communication
• Persistence
• Judgment
• Comfort with difficult conversations
• Attention to detail
• Problem-solving
• Payments systems
• Dispute resolution
• Cancellation processes
• Audit support
• Insurance operations
• Reconciliation across systems

Benefits

• Harper offers health, dental, and vision insurance. Office-specific benefits will be set by working location.