Billing Specialist

Title: Billing Specialist

Location: Austin, TX (Hybrid)

Reporting To: Manager, Compliance & Customer Resolution

About Hippo:

Hippo exists to protect the joy of homeownership. We believe insurance should be simple, proactive, and human. Our modern approach combines innovative technology with a deep understanding of what homeowners need to stay protected and empowered throughout their journey.

About You:

We are seeking a detail-oriented and customer-focused Billing Specialist to join our team in Austin, TX. This hybrid role is responsible for processing payments and escrow transactions, resolving billing issues, and ensuring accuracy in customer financial interactions. You will be a key part of the Billing team, collaborating with multiple departments and playing a critical role in maintaining a positive customer experience.

What You'll Do:

• Communicate professionally with customers via inbound and outbound email and phone
• Process customer credit card payments and refund requests accurately
• Accurately process customer escrow payments
• Resolve customer billing issues efficiently and thoroughly
• Escalate complex billing issues to supervisors when appropriate
• Track escrow payment status through outbound calls and detailed policy documentation
• Provide billing support across departments as needed
• Complete diary follow-ups promptly and accurately
• Offer feedback to enhance policies, procedures, and billing processes
• Review and process assigned reports accurately and in a timely manner
• Maintain clear, accurate, and organized records and notes
• Identify billing or complaint trends and share insights with leadership for continuous improvement
• Collaborate with Claims, Customer Service, and Compliance teams to resolve billing matters
• Support system enhancement initiatives by reporting issues and suggesting improvements to billing workflows

Must Haves:

•  Minimum of 2+ years in a billing, customer service, or finance-related role
• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Strong questioning and listening skills to support effective communication
• Excellent judgment for handling complex customer calls and account issues
• Ability to adapt quickly to evolving products, tools, and procedures
• Detail-oriented with a strong focus on accuracy and timeliness
• Demonstrates initiative and can work with moderate supervision
• Proven problem-solving and organizational skills
• Effective verbal and written communication skills

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)
• 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 for onsite employees 

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.