Billing Specialist II

Title: Billing Specialist

Location: Austin, TX/ Dallas, TX (Hybrid)

Reporting To: Manager, Compliance & Customer Resolution

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:

We are seeking a detail-oriented and customer-focused Billing Specialist II to join our team. 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

• Complete diary follow-ups promptly and accurately

• Manage and resolve billing-related Salesforce cases within established SLAs.

• Process customer refunds using daily refund reports and validate refund eligibility and amounts.

• Collaborate with Claims, Customer Service, and Compliance teams to resolve billing matters

• Handle refund voids, check reissues, and manual check printing when necessary.

• Process returned refund checks, document return mail, and coordinate reissuance with customers.

• Work operational reports to identify policies requiring premium adjustments to prevent cancellation.

• Review policies terminated due to unaccepted terms and conditions and revert policies when appropriate.

• Communicate with customers regarding required policy actions and returned payments.

• Assist Finance Operations with BOA payment corrections in POD.

• Investigate billing discrepancies and ensure accurate policy billing records.

• Maintain accurate documentation of all billing actions and financial transactions.

• Identify opportunities to improve billing workflows and operational efficiency.

• Pull reports from the payment system and analyze data to identify refund activity, billing discrepancies, and operational trends.

What You Bring:

• 3+ years experience in billing, customer service, finance-related role, or accounts receivable.

• High school diploma or equivalent required; associate or bachelor’s degree preferred

• Strong questioning and listening skills to support effective communication

• 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

• Experience working in Salesforce or similar case management systems.

• Strong Excel skills and experience working with operational reports.

• Excellent written and verbal 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.

Hippo CCPA