Customer Operations Specialist, Payments

Harper; San Francisco (CA); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Job summary

Harper is seeking a Customer Operations Specialist, Payments to resolve cross‑functional payment issues, disputes, cancellations, audits, and insurance questions. You’ll establish the true state, communicate with customers, and drive documented resolutions across systems.

In this high‑volume role you will own the next action, reconcile records, and escalate when needed. You should be calm, clear, and comfortable with phone conversations, located in SF or willing to relocate to one of Harper’s

Qualifications

• Experience in payments, disputes, cancellations, audits, or insurance service in high-volume environments.
• Ability to read and navigate multiple systems without losing the customer’s question.
• Calm, direct communication with frustrated or confused customers.
• Strong attention to documenting facts and distinguishing missing records from actions.
• Know when to escalate or continue investigation with persistence.

Responsibilities

• Resolve payment questions by tracing records and identifying current state, amount, owner, and next action.
• Own disputes end to end: establish issue, gather records, explain state, coordinate review, record outcome.
• Handle cancellation complexity: read the event chain and respond with accurate status.
• Support audits by guiding customers on required records and routing questions to the right owner.
• Answer general insurance questions within authority, explain process and facts clearly, escalate licensed advice.
• Talk to customers by phone to resolve confusion faster than automated messages.
• Reconcile across systems by comparing customer, payment, policy, and communications records before closing a case.
• Own the next action by maintaining a single owner, state, and promised update until closure.
• Identify recurring causes and flag patterns for product, process, training, or finance fixes.

Job description

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.

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 keep investigating and when to escape.

• 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.