Customer Operations Specialist, Payments

Resolve the customer problems that cross payments, disputes, cancellations, audits, and insurance operations before they become repeat calls or unresolved risk. The role handles customer problems that still require judgment, persistence, and direct communication across payments and insurance operations.

Responsibilities

Resolve payment questions by tracing the payment through available records and identifying current state, amount, owner, and next action; Work disputes end to end, including gathering source records, explaining current state, coordinating review, and recording final outcome; Handle cancellation complexity by reading the full event chain before telling a customer what is true; Support audits by helping customers understand requests, identifying needed records, and routing specialized questions to the correct owner; Answer general insurance questions within authority and escalate coverage advice and licensed decisions; Use the phone when a live conversation will resolve confusion faster than automated messages; Reconcile the customer record, payment record, policy record, communications, and external confirmation before closing a case; Keep one named owner, one current state, and one promised update point until the issue is complete; Flag repeated causes that should become permanent product, process, training, or finance fixes

Requirements

Experience in payments, disputes, cancellations, audits, insurance service, or another high-volume problem-solving environment; Ability to read several systems without losing the customer's question; Calm and direct communication with frustrated or confused people; Careful fact documentation and the ability to distinguish a missing record from a missing real-world action; Judgment on when to keep investigating and when to escalate; Comfortable with phone work throughout the day; Based in Atlanta or San Francisco, or ready to relocate to one of those offices

Benefits

Health insurance; Dental insurance; Vision insurance; Office-specific benefits set by working location