Associate Account Manager

Associate Account Manager

Requirements

• 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 a P&C License

Responsibilities

• 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, NICE, Continu 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

Preferred Qualifications

• 1+ years insurance experience strongly preferred, or relevant experience in a similar position such as customer support, sales and health benefit administration
• Experience with Salesforce, NICE and Continu
• Have a desire to help others protect their future
• Are focused on learning and development to enhance your industry knowledge and expertise