Brittany Hyson
Sr. Property Underwriter
Austin,TX
Summary
Hardworking and passionate candidate with a proven track record at Hippo Insurance, showcasing expertise in developing underwriting systems and training programs. Excelled in interdepartmental communication and problem-solving, leveraging skills in Microsoft Office and Salesforce. Demonstrated adaptability, significantly enhancing underwriting efficiency and customer service standards.
Overview
7
7
years of professional experience
Work History
Senior Property Underwriter
Hippo Insurance
Austin, Nevada
03.2024 - Current
- Developed and owned the tracking systems for underwriting renewal reviews, tracking 1200 - 1800 renewal reviews monthly.
- Developed and presented to contract employees and new hires the training decks and processes for: intro to underwriting, and underwriting reviews: renewal and mid-term
- Developed and presented to the new underwriters from Poland and the associate underwriters the training decks and processes for handling underwriting email referrals: LLC, trusts, lanai, solar panels, and RCE & renovations
- Developed and presented training on underwriting referrals for all Customer Support licensed representatives: LLC, trusts, lanai, solar panels, RCE, renovations, deceased insureds, ADUs, scheduled personal property, and occupancy situations
- Developed processes and job aid for the underwriting team to improve consistency and efficiency
- Worked directly with IT, engineering, data and product teams to develop underwriting tools, resources, and a ticketing system
Property Underwriter
Hippo Insurance
Austin, TX
03.2021 - 03.2024
- Developed and owned tracking system and workflows for TechSee pre-bind reviews.
- Developed and presented training on TechSee pre-bind reviews to all agent support reps.
- Oversaw agent support pre-bind reviews and provided feedback for continuous improvement.
- Assisted and completed pre-bind, new business, and renewal reviews to determine eligibility - completing approximately 130-150 reviews per week.
- Corresponded with customer support, sales, agents, and claims on underwriting referrals, providing guidance, resolution, and excellent customer service.
- Assisted in additional projects such as claims renewals to determine how often policies were missing claims, compiling DOI complaint responses and documents, and the FlyReel inspection pilot.
Customer Support Team Lead
Hippo Insurance
Austin, TX
01.2021 - 03.2021
- Continued to respond to escalated calls or cases, providing resolutions as well as exceptional customer service.
- Continued to facilitate phones training for all new hires for seamless integration into the team.
- Utilized the call flow process to complete consistent call quality reviews - 2 reviews per rep per month.
- Completed monthly coaching sessions with each rep on my team during which I provided constructive feedback to promote continuous learning and growth, and analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
Senior Customer Support Representative
Hippo Insurance
Austin, TX
09.2020 - 01.2021
- Responded to customer calls, emails, and returned voicemails, and handled escalated calls or cases providing resolution and excellent customer service.
- Developed and streamlined the call flow process for improved efficiency and to assist with coaching and quality call reviews - presented review sheets to leadership so they could be implement the process with the team.
- Worked closely with customer support trainer - developed and maintained the phones training schedule including shadowing sessions, feedback forms, and coaching sessions - created calendars, schedules, and invites to zoom sessions.
Customer Support Representative
Hippo Insurance
Austin, TX
03.2019 - 09.2020
- Maintained comprehensive knowledge of products and services, ensuring accurate information was provided to customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics by consistently providing high-quality support to clients.
- Participated in additional training to review first term property inspections and take necessary action based on eligibility including write-outs, cancellations, and/or non-renewals.
- Assisted sales team with questions on eligibility.
- Assisted training team by being available for call shadowing with new hires.
Service and Sales Consultant
Progressive Insurance
Austin, TX
04.2018 - 03.2019
- Responded to telephone requests for information, assistance on current policies, and new quotes.
- Implemented up-selling strategies, encompassing recommendation of accessories and complementary purchases.
- Explained features, advantages and disadvantages of various policies to ensure clients were educated on their coverage.
- Analyzed clients' risk profiles to recommend suitable insurance policies tailored to their unique circumstances.
Education
High School Diploma -
Earl Warren High School
San Antonio 05.2001 -
Skills
Excellent multitasking and pr0oblem-solving abilities
Excellent interdepartmental communication
Proficient with Microsoft Office, Salesforce, and ODEN
Adaptable and flexible, able to grow with changes to the company and industry
Understanding of underwriting guidelines, contracts, and rule manuals
Timeline
Senior Property Underwriter
Hippo Insurance
03.2024 - Current
Property Underwriter
Hippo Insurance
03.2021 - 03.2024
Customer Support Team Lead
Hippo Insurance
01.2021 - 03.2021
Senior Customer Support Representative
Hippo Insurance
09.2020 - 01.2021
Customer Support Representative
Hippo Insurance
03.2019 - 09.2020
Service and Sales Consultant
Progressive Insurance
04.2018 - 03.2019
High School Diploma -
Earl Warren High School
05.2001 -
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