Complaints Correspondence Specialist - Contractor

Job Title: Complaints Correspondence Specialist - Contractor

Reports To: Compliance & Customer Relations Manager

Location: Austin, TX

Employment Type: Part-Time (20-25 hours/week)

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 professional Complaints Correspondence Specialist to join our Compliance and Customer Relations team. This role is responsible for managing and drafting responses to consumer complaints received through regulatory bodies, such as the Department of Insurance (DOI) and Better Business Bureau (BBB). The ideal candidate will gather necessary information from internal departments and produce accurate, timely, and professional correspondence. Additionally, the role will support compliance-related projects as needed.

What You’ll Do:

• Review and analyze complaints submitted to the company through state Departments of Insurance, BBB, and other regulatory agencies.
• Collaborate with internal teams (Claims, Underwriting, Legal, Customer Service, etc.) to collect relevant documentation and information needed to resolve and respond to complaints.
• Draft clear, professional, and comprehensive response letters that meet regulatory standards and reflect the company’s position accurately.
• Adapt tone, structure, and content of correspondence to align with the specific expectations or preferences of reviewers or departments.
• Utilize internal AI-assisted writing tools to generate consistent, compliant standard responses—particularly for underwriting-related matters—while ensuring human oversight and customization.
• Ensure all correspondence is completed within the required timeframes and escalated appropriately when necessary.
• Maintain logs and documentation of all complaints, responses, and follow-up actions for audit purposes in RegEd.
• Monitor changes in complaint trends and report insights to leadership.
• Assist with compliance and regulatory projects as assigned, ensuring tasks are completed accurately and on time. 

Must Haves:

• Associate's or Bachelor's degree in Business, Communications, Insurance, or a related field preferred.
• 5+ years of experience in the legal or insurance industry, preferably in a compliance, customer relations, or communications role.
• Excellent written and verbal communication skills.
• Strong organizational and project management skills.
• Attention to detail with the ability to interpret and analyze complex information.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Ability to manage multiple priorities and meet tight deadlines.

Bonus Points:

• Familiarity with regulatory requirements and insurance terminology is a plus.

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 and catered lunches 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.