Senior Payment Operations Specialist

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee, monitor, and ensure that all payment processing aligns with established service level agreements (SLAs) for both timeliness and accuracy.

• Address and resolve payment exceptions, including items that are in manual review queues.

• Conduct daily and monthly reconciliation of payment accounts.

• Ensure that all payment activities comply with regulatory and internal guidelines, including NACHA regulations, HIPAA standards, and company-specific controls.

• Investigate and rectify discrepancies across various systems, including payment gateways, ledgering platforms, and claims processing systems.

• Perform production verification following software releases.

• Generate operational reports detailing payment volumes, exception rates, and reconciliation statuses for internal stakeholders.

• Collaborate with Product and Technology teams to identify platform defects, outline operational requirements, and confirm enhancements.

• Work alongside Finance, Engineering, and Compliance teams to resolve escalated payment issues.

• Maintain and adhere to standard operating procedures; suggest process improvements.

• Support audit processes by supplying documentation and transaction-level details.

⛳️ Requirements

• A minimum of 5 years of experience in payment operations, financial services, or healthcare claims/insurance operations.

• Capability to translate operational challenges into clear requirements for Product and Technology teams, and verify that delivered solutions fulfill operational needs.

• Excellent written and verbal communication skills, with the ability to convey complex operational information clearly to both technical and non-technical audiences.

• Proven ability to lead root cause investigations, ask insightful questions, and de-escalate high-pressure situations with both internal and external stakeholders.

• A history of building effective working relationships across departments, including Finance, Product, Engineering, and Compliance.

• Advanced proficiency in Microsoft Excel, including the use of complex formulas, pivot tables, VLOOKUP/XLOOKUP, data validation, macros/VBA, and management of large datasets.

• Demonstrated ability to handle competing priorities in a fast-paced environment while ensuring accuracy and accountability.

• Strong analytical and problem-solving abilities with a focus on process improvement and operational efficiency.

• Capability to develop and deliver training materials and present to cross-functional teams.

• Self-motivated and proactive, showcasing ownership of outcomes and a commitment to continuous improvement.

• Experience using AI tools (e.g., ChatGPT, Claude, Copilot) to enhance operational workflows, expedite data analysis, automate repetitive tasks, or improve decision-making in a professional context.

• Working knowledge of SQL for querying databases, creating ad hoc reports, investigating data discrepancies, and supporting reconciliation workflows.

• Familiarity with Jira, CRM platforms, and operational workflow tools; comfortable learning and quickly navigating new systems.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Retirement savings plan with employer matching.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive workplace culture.