Bilingual Financial Customer Advocate – Remote – English & Spanish – Client Success & Retirement Plan Specialist

About brighthush

brighthush is a trailblazer in the financial services sector, dedicated to empowering individuals and families to achieve lasting financial security. With a portfolio that spans retirement planning, investment advisory, and comprehensive wealth management, brighthush has earned a reputation for integrity, innovation, and a client‑centric approach. Our mission is simple: to illuminate the path to financial confidence for every customer, no matter where they are in life.

At brighthush, we believe that exceptional service begins with a deep understanding of our clients’ unique goals and challenges. That’s why we’re looking for a Bilingual Financial Customer Advocate who can bridge the gap between complex financial concepts and everyday client needs. This role is pivotal in ensuring that every interaction—whether a quick question about a retirement plan or a detailed discussion about account changes—delivers clarity, trust, and value.

Why Join brighthush?

• Impactful Work: Every call you handle directly influences a client’s financial well‑being.
• Remote Flexibility: Work from anywhere with a reliable internet connection and a supportive virtual team.
• Growth Opportunities: Fast‑track your career with mentorship, training, and clear advancement pathways.
• Diverse & Inclusive Culture: We celebrate differences and foster an environment where every voice is heard.
• Competitive Compensation & Benefits: Comprehensive medical, dental, vision, 401(k) matching, paid time off, and more.

Key Responsibilities

• Serve as the first point of contact for clients seeking assistance with retirement plans, investment products, and account management.
• Deliver clear, concise, and empathetic communication in both English and Spanish, ensuring clients fully understand their options and next steps.
• Educate clients on the features, benefits, and risks associated with various financial products, tailoring explanations to individual knowledge levels.
• Process account changes—including beneficiary updates, contribution adjustments, and plan enrollments—accurately and efficiently.
• Resolve inquiries and complaints in a timely manner, escalating complex issues to the appropriate specialist teams when necessary.
• Maintain up‑to‑date knowledge of industry regulations, company policies, and product offerings to provide accurate information.
• Document all client interactions in the CRM system, ensuring data integrity and compliance with privacy standards.
• Collaborate with cross‑functional teams (Compliance, Operations, Marketing) to improve service delivery and client satisfaction.
• Participate in ongoing training and professional development sessions to stay current on financial products and customer service best practices.
• Contribute to continuous improvement initiatives by sharing insights and feedback on client pain points and process bottlenecks.

Essential Qualifications

• Fluency in both English and Spanish, with excellent verbal and written communication skills in each language.
• Minimum of 2 years of experience in a customer‑service role, preferably within the financial services or related industry.
• Strong understanding of retirement plans (401(k), IRA, Roth IRA, etc.) and basic investment concepts.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to handle high‑volume, fast‑paced environments while maintaining accuracy and attention to detail.
• Excellent problem‑solving skills and a customer‑first mindset.
• High level of professionalism, integrity, and confidentiality when handling sensitive client information.
• Valid driver’s license and reliable home office setup with a high‑speed internet connection.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Finance, Business, or a related field.
• Experience with call‑center metrics (e.g., average handle time, first‑contact resolution) and performance dashboards.
• Knowledge of regulatory frameworks such as ERISA, SEC, and FINRA.
• Previous experience in a bilingual call‑center environment, handling complex financial inquiries.
• Certifications such as Certified Retirement Counselor (CRC) or Certified Financial Planner (CFP) are a plus.

Core Skills & Competencies

• Communication: Ability to translate complex financial jargon into plain language for diverse audiences.
• Empathy & Listening: Active listening skills that enable you to understand client concerns and respond with genuine care.
• Analytical Thinking: Quick assessment of client needs and identification of the most appropriate solutions.
• Adaptability: Comfortable navigating changing priorities and evolving product offerings.
• Team Collaboration: Willingness to work with colleagues across departments to resolve client issues.
• Technology Savvy: Comfortable using multiple software tools and learning new systems rapidly.
• Time Management: Efficiently juggle multiple client interactions while meeting performance targets.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Bilingual Financial Customer Advocate, you’ll have access to:

• Structured onboarding program with mentorship from senior customer success leaders.
• Regular training modules covering advanced financial products, regulatory updates, and customer‑experience best practices.
• Cross‑functional projects that expose you to Operations, Compliance, and Product Management teams.
• Clear career pathways to roles such as Senior Advocate, Team Lead, Customer Success Manager, or Product Specialist.
• Annual tuition reimbursement for relevant certifications and degree programs.
• Participation in industry conferences, webinars, and workshops.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our remote-first approach means:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team huddles, town‑hall meetings, and informal coffee chats to keep everyone connected.
• Access to a digital resource hub containing training videos, knowledge bases, and community forums.
• Recognition programs that celebrate individual and team achievements.
• Commitment to diversity, equity, and inclusion—ensuring that every employee feels valued and empowered.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for remote customer‑service professionals.
• Performance‑based bonuses tied to client satisfaction metrics and call‑center KPIs.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off (vacation, sick leave, personal days) plus holiday pay.
• Flexible work‑from‑home stipend to support home‑office equipment and utilities.
• Employee assistance program (EAP) for mental health and well‑being support.
• Professional development budget for certifications, courses, and conferences.

How to Apply

If you’re passionate about delivering exceptional client experiences, fluent in both English and Spanish, and eager to grow within a forward‑thinking financial services organization, we want to hear from you. Join brighthush and help us illuminate a brighter financial future for our clients.

Ready to take the next step?

We look forward to welcoming you to the brighthush family!