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About the Role

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

Responsibilities

Manage customer communications.
Nurture key relationships.
Keep track of all necessary documentation, paying close attention to any policy changes, important deadlines.
Cross-sell and round 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 in a clear and accurate manner.
Strive to achieve First Call Resolution (FCR) by resolving customer inquiries during the initial interaction whenever possible.
Identify customer needs and make appropriate referrals for additional products, services, or partner offerings.
Engage with customers who are considering canceling their policy by understanding their concerns, providing appropriate solutions, educating them on the value of their coverage, 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 Listening - Being fully present, making customers feel special, being a credible source of insurance information, seeking clarification and listening for what isn’t said.
Product knowledge.
Problem-Solving and Critical Thinking – Ability to analyze situations and available information to create a strategic approach/overcome objections.
Goal Driven – self-starter that is motivated by commissions and quotas.
Clear written and oral communication and ability to explain complex terms in easy-to-understand language.
Emotional Intelligence/Empathy – Ability to quickly read emotions and preferences of customers and adjust response accordingly.
Resourcefulness – ability to navigate multiple systems, 3rd party carrier resource libraries, Hippo Learning Management System, underwriting guidelines and other resources to obtain necessary information.
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.) and 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.
Experience with Salesforce, NICE phone System.
Have a desire to help others protect their future.
Are focused on learning and development to enhance your industry knowledge and expertise.

Skills

Problem-solving
Consultative approach
Customer-centric
Personal Lines coverage identification
Customer communications management
Relationship nurturing
Documentation management
Policy change tracking
Deadline management
Cross-selling
Account rounding
Customer service
Insurance coverage explanation
Billing explanation
Endorsement explanation
First Call Resolution (FCR)
Needs identification
Referral generation
Customer retention
Collaboration
Performance metrics achievement
Customer interaction documentation
Ownership of customer requests
Follow-through
Commitment completion
Service level adherence
Self-motivation
Fast-paced environment adaptability
Multi-tasking
Office environment adaptability
Disruption tolerance
Priority change adaptability
Basic service question assistance
Product knowledge maintenance
Underwriting guideline knowledge
Company procedure knowledge
State regulation knowledge
Active Listening
Product knowledge
Critical Thinking
Goal Driven
Written communication
Oral communication
Emotional Intelligence
Empathy
Resourcefulness
System navigation
Microsoft Office Suite (Word, Excel, Outlook, Teams)
Proprietary system utilization
3rd party carrier platform utilization
Multi-application navigation
Salesforce
NICE phone System

Location

Austin, TX
Dallas, TX

Work Type

Hybrid

Experience Level

Minimum of 3 years of insurance customer service experience in a call center or contact center environment.

Salary/Compensations

$25.00/hr

Benefits

100% Employer paid medical, dental & vision plan options for team members AND their families
401(k)
Long-term disability
Short-term disability
Employer-paid life insurance
Flexible spending accounts for health and dependent care
Employee Assistance Program (EAP)
Paid training opportunities
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.
We believe that insurance should protect the things you treasure through an intuitive, modern experience.
We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey.
We’ll also help you 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.