Compliance and Customer Resolution Specialist

Role: Compliance and Customer Resolution Specialist  

Location: Austin, TX / Dallas, TX / Bedminster, NJ (Hybrid)

Reports to: Director, Insurance Operations

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  

We are searching for an outstanding specialist to own our customer response and Department of Insurance (DOI) complaint resolution processes. This person will be responsible for managing Hippo‘s Department of Insurance (DOI) matters, be a coordinator for the response and review process for our complaints, and play an active role in Market Conduct Exams. 

About You   

You have a strong background in Homeowners insurance (either underwriting or claims preferred), love working in a fast-paced environment, have excellent communication skills and can easily understand multiple points of view. You are detail oriented and don’t let the small things slip through the cracks. You love getting to the bottom of an issue and helping find a resolution that leaves all parties satisfied. Ideal candidates have claims or underwriting knowledge, experience working with departments of insurance, embrace leveraging technology to make improvements and a strong record of handling complex assignments.  

What You'll Do: 

• Review, access, log, and track responses to DOI, BBB, and consumer complaints to ensure they are responded to in compliance with Hippo best practices 
• Collaborate with Claims and Underwriting departments to prepare complaint responses for legal review   
• Review responses and apply general understanding of coverage, evaluations, denials and internal processes to ensure responses accurately reflect Hippo standards  
• Partner with Claims, Underwriting, Insurance Product, and Corporate legal/ compliance to respond to Market Conduct Examinations 
• Assist, monitor and track compliance controls for Internal Audit team  

Must Haves:

• 5-10 years of property experience in property/casualty insurance (admitted lines a plus)  
• Bachelor’s degree in Business, Insurance, or related field
• Experience in responding to DOI/ BBB Matters 
• Excellent written communication 
• Experience responding to Market Conduct Exams is preferred but not required
• Eye for innovation and process improvement, especially leveraging technology 
• Demonstrated project management experience and the ability to manage multiple projects at a time
• Quality Auditing experience  
• Strong knowledge of Homeowners insurance coverages 

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 - 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)
• 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 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.