Service Associate

About the role

Hippo is looking for a Service Associate to join their 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. They identify the best Personal Lines coverage for customers, based on individual needs, and engage in regular proactive contact to address various coverage issues, including endorsements, routine coverage questions, problem-solving, and processing renewals.

Responsibilities

• Manage customer communications, nurture key relationships, and keep track of all necessary documentation, paying close attention to any policy changes and 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, 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.
• 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 third-party carrier products.
• 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 third-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.

Qualifications

• 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 (e.g., tone and emotional language).
• Problem-Solving and Critical Thinking - Ability to analyze situations and available information to create a strategic approach and overcome objections.
• Goal Driven - Self-starter that is motivated by commissions and quotas.
• Emotional Intelligence/Empathy - Ability to quickly read emotions and preferences of customers and adjust responses accordingly.
• Resourcefulness - Ability to navigate multiple systems, third-party carrier resource libraries, Hippo Learning Management System, underwriting guidelines, and other resources to obtain necessary information.

Skills

• Active Property & Casualty (P&C) Insurance License in good standing.
• Intermediate PC skills, with a focus on the Microsoft Office suite of products (Word, Excel, Outlook, Teams, etc.).
• 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.

Benefits and Perks

• Non-negotiable starting rate of $25.00/hr.
• Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer-covered dental & vision plans for team members and their families.
• Training and Career Growth - Training and internal career growth opportunities.
• Flexible Time Off - You know when and how you should recharge.
• Hippo Habitat - Snacks and drinks available and catered lunches for onsite employees.