[Remote] Sr Payments Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Coterie Insurance is focused on transforming the small commercial insurance market through innovative solutions. The Sr Payments Operations Specialist will oversee payment operations, handle advanced customer requests, and resolve complex payment issues while ensuring compliance and driving process improvements.

Responsibilities

• Handle Payment Operations: Oversee and and collect dat on advanced tasks within the Coterie Payment Program, including processing high-value or complex one-time payments, issuing refunds, handling escalated credit card disputes, and supervising notices of cancellation, mid-term cancellations, rescissions, and agency bill processes.
• Handle Advanced Customer Requests: Act as the primary point of contact for escalated customer inquiries in the payments queue across various communication channels, including chat, email, and phone. Provide expertise to resolve challenging or nuanced payment-related issues.
• Resolve Complex Payment Issues: Investigate and resolve intricate payment problems, collaborating with leadership as necessary and serving as a subject matter expert for the team.
• Enhance Compliance and Risk Mitigation: Identify, evaluate, and implement improvements to ensure compliance with regulatory requirements and mitigate risks in the payment program.
• Drive Process Improvements: Lead cross-functional collaboration to refine existing processes, develop efficient workflows, and implement innovative solutions that align with organizational goals.
• Develop and Improve Audit Practices: Design, manage, and enhance audit processes for payment systems to ensure robust data integrity and adherence to compliance standards.
• Mentor and Develop Team Members: Provide coaching, mentorship, and advanced training to team members, fostering a high-performing and knowledgeable team.
• Ensure SLA Adherence: Monitor team performance to ensure adherence to service level agreements, and proactively address potential bottlenecks or challenges.
• Contribute to Strategic Initiatives: Support departmental objectives by taking on special projects, contributing to strategy discussions, and proactively addressing gaps in payment operations.

Skills

• Minimum 3 years’ experience in insurance and responding to customer inquiries
• Property & Casualty Producer license in home state and open to pursuing licensing in all states within 60 days of hire
• Knowledge of commercial insurance and compliance requirements for financial transactions and collections
• Expertise with Microsoft Office products, specifically Excel, Sharepoint, PowerAutomate
• Responsive to time-sensitive customer inquiries and interacting positively with independent producers
• Passionate about creating simpler internal insurance operations procedures
• CPCU, ARM, or CIC designations
• Familiarity with 3rd party data vendors and integrations
• Insuretech experience

Education Requirements

• B.A. or B.S. degree or equivalent

Benefits

• 100% remote
• Health insurance through Aetna (we pay 100% of premiums)
• Dental and vision insurance through Guardian (we pay 100% of premiums)
• Basic life insurance (we pay 100% of premiums)
• Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
• 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
• Flexible PTO policy offering up to 3 weeks of time off to support onboarding and integration during the first twelve months of employment. After the first year of employment and effective as of the anniversary date, eligibility transitions to up to 4 to 5 weeks of time off annually to recharge and sustain long-term success.
• 12 company-paid holidays each year
• Continuing education annual stipend

Company Overview

• Coterie Insurance provides small business insurance solutions that streamline coverage and underwriting for agents, brokers, and owners. It was founded in 2018, and is headquartered in Appleton, Wisconsin, USA, with a workforce of 51-200 employees. Its website is http://coterieinsurance.com.

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