Customer Operations Specialist, Payments

Harper; New York (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Job summary

Harper is seeking a dedicated specialist to resolve complex customer issues spanning payments, disputes, cancellations, audits, and insurance questions. You will own cases from discovery to documented resolution, coordinating across systems and with customers via phone to reach clear outcomes.

The role emphasizes judgment, persistence, and direct communication. Location is the United States with US-based offices; relocation to Atlanta or San Francisco may be supported; health insurance is among

Qualifications

• Experience in payments, disputes, cancellations, audits, or insurance service.
• Strong problem-solving and communication skills.

Responsibilities

• Resolve payment questions by tracing records, identifying current state, amount, owner, and next action.
• Manage disputes end to end: establish issue, gather source records, explain current state, coordinate reviews, and record final outcome.
• Handle cancellation complexity by reading the event chain and informing the customer of the truth.
• Support audits by guiding customers to required records and routing questions to the correct owner.
• Answer general insurance questions within authority and escalate licensed decisions as needed.
• Talk to customers by phone when live conversation resolves confusion faster.
• Reconcile across systems by comparing customer, payment, policy, and communication records before closing a case.
• Own the next action with one named owner and one promised update point until resolution.
• Identify repeating causes to flag potential product/process/fix improvements.

Job description

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.

What You Own

• 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.

What Resolved Means

• 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.

Who Thrives Here

• 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 elevate.
• 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.

Who Should Not Apply

• You want a back-office role with no customer conversations.
• You close cases when you transfer them.
• You infer payment, cancellation, or coverage from one status field.
• You avoid difficult conversations or detailed reconciliation.
• You need a remote or hybrid default.

Benefits

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

Compensation Range: $65K - $95K