Customer Payments & Disputes Resolution Lead

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

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