Customer Operations Specialist, Payments
Core
Resolve complex customer issues spanning payments, disputes, cancellations, audits, and insurance operations by establishing the real state across multiple systems and delivering documented resolutions.
Role type
Senior IC customer operations specialist (payments & insurance)
Builds
Resolved cases and documented resolutions for complex cross-system customer problems
Domain
Fintech / Insurance / Payments
Deliverable
client delivery
Required skills
cross-system reconciliation, end-to-end dispute resolution, cancellation event chain analysis, audit support, phone communication, pattern recognition for process improvement
Preferred skills
experience in high-volume problem-solving environments, comfort with difficult conversations, ability to distinguish missing records from missing actions
Technologies
Harper systems, payment records, policy records, external confirmation systems
Responsibilities
Trace payment questions to identify current state and next actions; manage disputes from establishment to final recorded resolution; analyze cancellation events including reinstatements and rescissions; assist customers with audit requests and route specialized questions; explain insurance processes within authority limits; conduct live phone conversations to resolve confusion; reconcile customer, payment, and policy records before closing cases; identify root causes of repeated issues for product or process fixes
Seniority
Mid-level, hands-on IC