Hippo is modernizing the $100B home insurance industry by putting customers at the center of everything we do, from the coverage we offer to the customer service we provide. Hippo's true ambition lies in helping people protect their homes to begin with by leveraging technology and data to help find small issues before they become big headaches.
Role: Billing Support Specialist
Location: Austin, Texas (Full-Time In Office Role)
Reports To: Billing Manager
About Hippo: Our mission is to deliver intuitive and proactive protection for homeowners, combining the power of technology with a human touch.
Hippo built the world's first home protection platform. We believe that insurance should protect your home and the things you treasure with policies designed for modern lives and proactive protection that helps you care for your home. Our aim is to help you avoid issues before they become costly problems because the best claims experience is the one you don't have. Simply put,
Hippo exists to protect the joy of homeownership.About This Role: The Billing Support Specialist will play a vital role in helping Hippo create the best end to end customer experience in the industry. This person will report to the Billing Manager and support billing escalations via email and phone for our customers.
About You: You've spent some time in a billing role in the Banking or Insurance industry and you're serious about making customers happy.
What You'll Do: 60% Daily Tasks & Functions:
- Ability to effectively communicate through inbound & outbound email and phone interaction
- Efficiently and accurately process customer credit card payment and refund requests
- Efficiently and accurately process customer escrow payments
- Demonstrate ability to competently and effectively resolve customer billing issues
- Track escrow payment status through outbound calls & detailed policy notes
- Provide support to all departments as needed
- Complete "Diary" follow ups in a timely manner
- Provide feedback and solutions to enhance processes, policies, and procedures
30% Reports:
- Ability to accurately work various reports as assigned
- Keep accurate records and notes
- Complete assigned reports in a timely and efficient matter
10% Other
- Mail tasks
- Various duties as assigned
Must Haves: - Questioning and listening skills that support effective communication
- Strong judgment to handle special telephone tasks like call transfers, taking messages,
- Ability to adapt quickly to product and procedure changes
- Must be detail and service-oriented
- Moderate supervision needed; demonstrates initiative to handle more tasks independently
Benefits and Perks: Hippo treats its team members with the same level of dedication and care as we do our customers, which is why we're fortunate to provide all of our Hippos with:
- Healthy Hippos Benefits - 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401(k), long & short-term disability, employer-paid life insurance, flexible spending accounts
for health and dependent care, and an Employee Assistance Program (EAP).
- Training and Career Growth - Paid training opportunities and countless internal career growth opportunities
- Award-Winning Culture - Recognized by BuiltIn and Inc. Magazine as a top place to work - we value integrity, inclusiveness, empathy, and being proactive and dedicated
- Flexible Time Off - You know when and how you should recharge
- Little Hippos Program - We offer 12 weeks of parental leave for primary and secondary caregivers.
- Hippo Habitat - Downtown Austin, a 5-minute walk from the train station. Fully stocked kitchen and weekly catered lunches.
Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.
Hippo's applicants are considered solely based on their qualifications, without regard to an applicant's disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo's People Team to make the need for an accommodation known.
All Hippo employees who are required to report to a Hippo office or voluntarily enter a Hippo office must be fully vaccinated against COVID-19, unless a reasonable accommodation is approved. Employees in Office Based and Hybrid roles are required to report to a Hippo office. Fully vaccinated is defined as 2 weeks after receiving the second dose of a 2 dose vaccine and two weeks after receiving a single dose vaccine. Please acknowledge you have read and understand this requirement.