Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

Hippo is looking for a Service Associate to join their team. Service Associates utilize problem-solving skills and a consultative approach to retain Hippo Agency business with a customer-centric focus. They identify the best Personal Lines coverage for customers based on individual needs. Regular proactive customer contact involves addressing coverage issues, endorsement activity, routine questions, problem-solving, and processing renewals.

Responsibilities

Manage customer communications.
Nurture key relationships.
Track all necessary documentation.
Pay close attention to policy changes, important deadlines, cross-selling, and rounding out existing customer accounts through third-party carriers.
Deliver exceptional customer service through inbound phone calls, emails, and chat.
Explain homeowners insurance coverages, policy options, billing, and endorsements clearly and accurately.
Strive to achieve First Call Resolution (FCR) by resolving customer inquiries during the initial interaction.
Identify customer needs and make appropriate referrals for additional products, services, or partner offerings.
Engage with customers considering policy cancellation by understanding concerns, providing solutions, educating them on coverage value, and working to retain their business.
Collaborate with Underwriting, Billing, Claims, Sales, and other internal departments to ensure timely and accurate resolution of customer requests.
Meet or exceed performance expectations related to customer satisfaction, quality, productivity, schedule adherence, and compliance.
Accurately document all customer interactions, policy changes, and follow-up activities in company systems.
Take ownership of customer requests from start to finish by following through on commitments and completing promised follow-up communication within established service level expectations.
Assist with basic service questions on Hippo and 3rd party carrier products.
Maintain current knowledge of insurance products, underwriting guidelines, company procedures, and applicable state regulations.

Requirements

Active General Lines Property & Casualty (P&C) Insurance License in good standing.
Minimum of 3 years of insurance customer service experience in a call center or contact center environment.
Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.).
Ability to effectively learn and utilize proprietary Hippo systems and 3rd party carrier platforms.
Ability to simultaneously navigate between multiple applications and windows.
Strong written and oral communication skills.
Ability to communicate complicated information to customers in easy-to-understand terminology.
Currently hold, or have held a P&C License in the last 12 months.
Self-motivated and able to work in a fast-paced, multi-tasking, office environment with periodic high disruption and changing priorities.

Skills

Problem-solving
Consultative approach
Customer-centric approach
Active Listening
Product knowledge
Critical Thinking
Goal Driven
Clear written and oral communication
Emotional Intelligence/Empathy
Resourcefulness
Microsoft Office suite (Word, Excel, Outlook, Teams)
Salesforce
NICE phone System

Location

Austin, TX
Dallas, TX

Work Type

Hybrid
Full-time

Experience Level

Minimum of 3 years of insurance customer service experience

Salary/Compensations

$25.00/hr

Benefits

100% Employer paid medical, dental & vision plan options for team members AND their families
401(k)
Long & short-term disability
Employer-paid life insurance
Flexible spending accounts for health and dependent care
Employee Assistance Program (EAP)
Paid training opportunities
Countless internal career growth opportunities
Flexible Time Off
12 weeks of parental leave for primary and secondary caregivers

About the Company

Hippo exists to protect the joy of homeownership.
Insurance should protect the things you treasure through an intuitive, modern experience.
Provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey.
Help find coverage for everything life brings—from auto to flood—reimagining how you care for your home.

Equal Opportunity

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.