What are the responsibilities and job description for the Customer Resolution Analyst position at Hippo Insurance?
Title: Customer Resolution Analyst
Location: Austin, TX (Hybrid)
Reporting to: Compliance and Customer Resolution 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. We aim 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 Insurance Complaint Specialist will be responsible for handling insurance-related complaints with a focus on resolving issues efficiently and empathetically. This role will involve investigating and responding to customer complaints, ensuring they feel heard, and addressing concerns with a solution-oriented approach. The ideal candidate will have experience in managing insurance complaints, with a deep understanding of policy terms, claims processes, and customer service standards. This role requires the ability to navigate sensitive situations, maintain professionalism, and drive customer satisfaction, all while adhering to company protocols and regulatory requirements.
About You:
You are skilled at managing customer complaints, with a focus on providing clear, empathetic, and professional responses. You have experience handling insurance complaints and are comfortable navigating the intricacies of the claims process. You approach each complaint with a solution-driven mindset and work efficiently to resolve issues while maintaining positive relationships with customers. You understand the importance of balancing empathy with company policies, and you are dedicated to ensuring that customers feel supported throughout their experience.
What You'll Do:
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:
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.
Hippo CCPA
Location: Austin, TX (Hybrid)
Reporting to: Compliance and Customer Resolution 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. We aim 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 Insurance Complaint Specialist will be responsible for handling insurance-related complaints with a focus on resolving issues efficiently and empathetically. This role will involve investigating and responding to customer complaints, ensuring they feel heard, and addressing concerns with a solution-oriented approach. The ideal candidate will have experience in managing insurance complaints, with a deep understanding of policy terms, claims processes, and customer service standards. This role requires the ability to navigate sensitive situations, maintain professionalism, and drive customer satisfaction, all while adhering to company protocols and regulatory requirements.
About You:
You are skilled at managing customer complaints, with a focus on providing clear, empathetic, and professional responses. You have experience handling insurance complaints and are comfortable navigating the intricacies of the claims process. You approach each complaint with a solution-driven mindset and work efficiently to resolve issues while maintaining positive relationships with customers. You understand the importance of balancing empathy with company policies, and you are dedicated to ensuring that customers feel supported throughout their experience.
What You'll Do:
- Serve as the primary point of contact for customers who have complaints about insurance claims or policies, providing timely and empathetic responses.
- Investigate complaints thoroughly, ensuring all details are accurately recorded and that customers feel heard throughout the process.
- Work closely with claims adjusters, underwriters, and customer support teams to resolve complaints related to policy terms, claim denials, payment issues, and service delivery.
- Respond to and resolve complaints in accordance with company policies, ensuring compliance with industry regulations and customer service standards.
- Effectively manage escalated complaints, providing clear communication on next steps and ensuring that customers are updated on the resolution process.
- Analyze and identify patterns or recurring issues in customer complaints, working with management to address systemic concerns and improve overall service delivery.
- Provide feedback and actionable insights to teams regarding complaint trends to drive continuous improvement in claims processes and customer service.
- Track and report on the status of complaints, ensuring resolution within company-specified timelines.
- Help educate customers on policy details and claims processes when needed, ensuring transparency and understanding.
- Maintain accurate records of all interactions and ensure all regulatory requirements are met throughout the complaint handling process.
- 2–4 years of experience in a customer-facing role with exposure to claims or underwriting processes
- Comprehensive understanding of insurance policies claims processes, and regulatory requirements.
- Excellent communication skills with the ability to simplify and convey complex insurance concepts clearly to customers.
- Ability to remain calm and empathetic under pressure while managing customer concerns effectively.
- Demonstrated ability to resolve complaints in a timely and professional manner, maintaining customer satisfaction.
- Strong problem-solving and critical thinking skills.
- Proficiency with CRM systems and insurance management platforms.
- Detail-oriented, with a focus on accurate record-keeping and compliance with industry standards.
- Experience with insurance regulatory requirements, specifically in complaint handling and claims resolution.
- Familiarity with conflict resolution techniques and customer service best practices in the insurance industry.
- Previous experience in managing both simple and complex insurance complaints, including dispute resolution and policy clarifications.
- Training or certification in complaints management, conflict resolution, or customer service excellence is a plus.
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 - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)
- Equity - This position is eligible for equity compensation
- Training and Career Growth - Training and internal career growth opportunities
- 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 - Snacks and drinks available and catered lunches for onsite employees
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.
Hippo CCPA
