Billing Specialist II

Title: Billing Specialist II Location: Austin, TX/ Dallas, TX (Hybrid) Reporting To : Billing Operations Manager 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 You: We are seeking a detail-oriented and customer-focused Billing Specialist II to join our team in Austin, TX. This hybrid role is responsible for processing payments, resolving billing issues, and ensuring accuracy in customer financial interactions. You will serve as a key resource for billing operations by supporting operational workflows, assisting team members with billing questions, and helping maintain high quality and efficiency across billing processes. 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: Communicate professionally with customers via inbound and outbound email and phone Process customer credit card payments and refund requests accurately Manage and resolve billing-related Salesforce cases within established SLAs Complete diary follow-ups promptly and maintain clear policy documentation Process customer refunds using daily refund reports and validate refund eligibility and amounts Pull refund reports and payment system reports to analyze refund activity, identify discrepancies, and support operational reporting 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 Assist Finance Operations with BOA payment corrections within POD and help investigate payment discrepancies Maintain accurate documentation of all billing actions and financial transactions Conduct quality assurance reviews of BPO team work to ensure accuracy, proper documentation, and adherence to billing procedures Provide feedback to the BPO team and BOA support teams regarding trends, errors, or process improvement opportunities Serve as a subject matter resource for billing questions from team members and support teams Assist with onboarding and training new Billing Specialists in billing workflows, refund processing, and operational procedures Collaborate with Claims, Customer Service, Compliance, and Finance Operations teams to resolve billing matters Identify opportunities to improve billing workflows, reporting processes, and operational efficiency Requirements 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 ability to 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 choos ... (truncated, view full listing at source)