Sr Payments Operations Specialist

Who we are:
Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless.  

We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we’re excited to talk to you!

What will the Sr Payments Operations Specialist do?

The Sr. Payments Specialist is passionate about efficient and accurate commercial insurance payments. We need someone who can deliver both a world class customer service experience while enhancing and innovating our payment program.

• 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.

What we are looking for:  

• You have B.A. or B.S. degree or equivalent
• You have a minimum 3 years’ experience in insurance and responding to customer inquiries  
• You hold a Property & Casualty Producer license in your home state and are 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
• You’re passionate about creating simpler internal insurance operations procedures
  
  

What will make you stand out:

• CPCU, ARM, or CIC designations
• Familiarity with 3rd party data vendors and integrations
• Insuretech experience

Our interview process:

Our hiring process generally consists of 3 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

• Phase 1: Qualified candidates will first meet with a member of our People Operations team for a phone interview.  This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2: Selected candidates will be invited to meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role
• Phase 3