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: Top candidates will receive an invite for our final interview series via Teams video. This series will include an experiential exercise project (provided in advance), 1:1 interviews with selected team members. The final series is roughly 1.5-3 hours in total but can be scheduled over a few days for flexibility.

What'S In It For You:

Coterie has excellent benefits for all full-time employees. We offer the following:

• 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
• Annual salary estimated between 65,000-70,000 based on national data. Candidates who meet all the minimum requirements and possess additional relevant experience, as outlined in the job description, may be considered for a salary above the midpoint of the above range. Salary is based on internal equity; internal salary ranges; market data/ranges; applicant’s skills; prior relevant experience; degrees or certifications, etc. 

Work Authorization:
At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.