Complaints Correspondence Specialist

Title: Complaints Correspondence Specialist

Location: Austin, TX (Hybrid)

Reporting To: Manager, Regulatory Response

About Hippo: 

Hippo exists to protect the joy of homeownership. We believe that insurance should protect the things you treasure through an intuitive, modern experience. We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey. We’ll also help you find coverage for everything life brings—from auto to flood—reimagining how you care for your home.

About The Role:

The Complaints Correspondence Specialist  is responsible for managing and responding to regulatory and escalated consumer matters, including Department of Insurance and BBB complaints. This role supports Hippo’s compliance obligations through accurate intake, timely filing, and well-documented formal responses. 

The Analyst produces regulatory correspondence, ensures adherence to required response timelines, and partners cross-functionally to investigate complaint matters tied to claims, underwriting, service, and agency sales. The role also contributes to complaint reporting, trend analysis, and proactive risk mitigation efforts. 

Depending on business needs, the Analyst may be assigned a primary specialization focus in Owned Programs, Non-Owned Programs, or Consumer Complaints, while maintaining cross-coverage capability across the Regulatory Response team. 

About You: 

You are detail-oriented and comfortable operating in a regulated environment. You have experience handling escalated or compliance-sensitive matters and can draft clear, professional written correspondence. 

You are confident communicating directly with customers in complex or sensitive situations and can remain composed and objective under pressure. You can navigate complex or escalated customer situations while maintaining regulatory integrity and objectivity. 

You thrive in structured processes, manage competing deadlines effectively, and are comfortable collaborating cross-functionally to investigate and resolve complex issues. You are adaptable and willing to support broader Regulatory Response functions as needed.  

You are someone who thrives in a fast-paced environment, enjoys problem-solving, and has a strong understanding of billing operations and financial transactions. In addition to handling complex billing tasks, you will help support operational improvements and assist with onboarding and training new team members.

What You'll Do:

• Intake, log, and file regulatory and consumer complaints, including DOI and BBB matters, within RegEd and other required systems 

• Draft and finalize formal regulatory response letters in accordance with regulatory requirements and internal approval guidelines 

• Own intake, investigation, and response for consumer complaints, including direct correspondence via email and phone 

• Investigate complaint matters in partnership with Claims, Underwriting, Service, Agency Sales, and other business areas 

• Ensure timely and compliant responses in accordance with regulatory deadlines 

• Conduct avoidable complaint reviews and contribute to recurring complaint reporting and trend analysis 

• Present complaint trends and case updates in stakeholder meetings and respond to related inquiries 

• Maintain accurate documentation and provide cross-coverage support across Regulatory Response specializations as needed

Requirements

• 3+ years of experience in insurance, compliance, regulatory response, or escalated complaint handling 
• High school diploma or equivalent required; associate or bachelor’s degree preferred 
• Working knowledge of insurance policies, claims processes, and regulatory requirements 
• Demonstrates initiative and ability to work with moderate supervision 
• Strong Excel skills and experience working with operational reports 
• Strong written communication skills with the ability to draft formal correspondence 
• Ability to manage multiple deadlines in a regulated environment 
• High attention to detail and documentation accuracy 
• Experience working cross-functionally across claims, underwriting, service or agency sales teams 

Nice to Haves: 

• Experience responding to DOI or other regulatory complaints 
• Familiarity with RegEd or similar complaint management systems 
• Experience supporting executive reporting and trend analysis 
• Exposure to process improvement initiatives or workflow automation tools 

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.