Associate Account Manager (P&C License Required)

Title: Associate Account Manager (P&C License Required)

Location: Austin, TX or Dallas, TX (Hybrid)

Reporting to: Manager, Account Management

Start Date: Monday, November 4, 2024

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:

Hippo is looking for an Associate Account Manager to join our team on Monday, November 4, 2024. Associate Account Managers collaborate with the Account Management team to gather customer information, contact customers to obtain information/documentation on behalf of the Account Manager, gather trailing documents, and provide after-sales support to retain customers. Provide on-going support to existing customers, help identify opportunities to offer additional enhancements to current policy holders.

Work environment:

• Hybrid – Must work from Hippo office for 3 days a week.
• Schedule requirements: Must be able to work 8-hour shift Monday through Friday during business hours (8AM – 7PM)

About You:

• Active Listening - Being fully present, making customer feel special, be a credible source of insurance information, seek clarification and listening for what isn’t said (e.g., tone and emotional language)
• Problem Solving and Critical Thinking – Ability to analyze situations and available information to provide a comprehensive response
• Emotional Intelligence/Empathy – Ability to quickly read emotions and preferences of customers and adjust response accordingly
• Clear written and oral communication and ability to explain complex insurance terms in easy-to-understand language
• Resourcefulness – ability to navigate multiple systems, documents, to obtain necessary information
• Product knowledge

What You’ll Do:

• Respond to inbound phone calls, emails, and chat messages from existing Hippo customers to provide after sale support, retain business, and identify opportunities to offer enhancements to current policy coverage and cross sell opportunities
• Research and respond to Customer inquiries following prescribed procedures, resources, and guidelines
• Assist Account Managers with following up with customer on missing information and trailing documents
• Apply problem solving techniques to analyze customer needs to respond to unique questions or escalations
• Use interpersonal and customer relationship skills including advanced de-escalation techniques to retain business
• Issue evidence of Insurance
• Apply problem-solving and analysis to respond to customer inquiries and concerns (Including Explanation of coverages and optional endorsements, coverage changes, answering “what if” claims questions, underwriting questions, processing coverage changes, reinstatements, endorsements, obtaining trailing documentation and all cancellations not transferred to the Account Management team.)
• Answer billing questions, processing payments, sharing discount information, updating contact information, Smart Home Detector /Sensors, explain Terms & Conditions, Hippo Customer Portal Support, processing reinstatements for customers still within the reinstatement period, processing refunds and processing cancellations when customer has acquired coverage with another company
• Maintains appropriate records and performs related administrative and clerical functions as required
• Proficient use of Hippo POD, Salesforce, Amazon Connect, Spekit and MS Office products; as well as, how to enter timesheets and time off requests
• Apply front line level underwriting training to identify opportunities to engage account manager to ensure customer has appropriate coverage (e.g., Notifying the Account Manager that the Customer disclosed the property is being used as a rental instead of a personal residence.)
• Assists with on-boarding and training of new team members
• Interface with internal departments to help resolve basic to moderately complex inquiries

Must Haves:

• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.) and ability to effectively learn and