Billing Specialist II

Hippo Insurance • Austin, TX

1d • Hybrid

About The Position

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.

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 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED