Service Associate

About the role

Hippo is looking for a Service Associate to join our team with a start date of August 24, 2026. Service Associates use problem solving skills and a consultative approach to retain Hippo Agency business with a customer-centric approach. Service Associate identify the best Personal Lines coverage for our customers, based on the customers' individual needs. Regular proactive contact with customers will include addressing various coverage issues, including all endorsement activity, routine coverage questions, problem solving, and processing renewals.

Responsibilities

• 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, minimizing the need for repeat contacts.
• Identify customer needs and make appropriate referrals for additional products, services, or partner offerings when customers qualify, helping deliver added value and enhance their overall experience.
• 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 whenever possible.
• Collaborate with Underwriting, Billing, Claims, Sales, and other internal departments to ensure timely and accurate resolution of customer requests.
• Maintain current knowledge of insurance products, underwriting guidelines, company procedures, and applicable state regulations.

Requirements

• Active Property & Casualty (P&C) Insurance License in good standing.
• Minimum of 2 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.

Nice to haves

• 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.

Benefits and Perks

• Hippo offers a non-negotiable starting rate of $25.00/hr along with the additional benefits below.
• 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 Habitat - Snacks and drinks available and catered lunches for onsite employees.

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)
• 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