Customer Experience Claims Specialist – Multi‑Line Insurance Support, Resolution Expert, and Client Advocacy Leader at brighthush

About brighthush

Welcome to brighthush, a forward‑thinking leader in the insurance technology space, dedicated to transforming the way people experience insurance claims. Our mission is to blend cutting‑edge digital tools with human empathy, ensuring that every policyholder feels heard, supported, and confident throughout their claims journey. At brighthush, we champion diversity, foster a culture of continuous learning, and empower our teams to innovate with purpose. Join us and become part of a vibrant community that values your unique perspective and drives meaningful change in the industry.

Why This Role Matters

As a Customer Experience Claims Specialist at brighthush, you will be the trusted voice guiding customers through the often‑complex claims process. Your role is pivotal in turning potentially stressful moments into positive experiences, reinforcing brighthush’s reputation for compassion, efficiency, and reliability. You will serve as the primary liaison between claimants and our internal teams, ensuring that every interaction reflects our commitment to excellence and empathy.

Key Responsibilities

• Primary Point of Contact: Serve as the first and most consistent touchpoint for customers via phone, email, chat, and emerging communication channels, delivering professional and compassionate assistance throughout the entire claims lifecycle.
• Proactive Claims Management: Anticipate customer needs, guide them through each step, and take decisive action to move claims toward full resolution, reducing cycle times and enhancing satisfaction.
• Guidance & Education: Clearly explain claim procedures, terminology, and required documentation, empowering customers with the knowledge they need to navigate the process confidently.
• Data Integrity: Accurately capture and update customer information, claim details, and supporting documents in brighthush’s internal systems, adhering to strict data‑privacy standards and regulatory requirements.
• Issue Resolution: Identify, investigate, and resolve customer concerns, complaints, and disputes with empathy and professionalism, escalating complex matters to senior adjusters when necessary.
• Collaboration: Partner closely with underwriting, legal, underwriting, and product teams to troubleshoot complex claims, ensuring a coordinated and timely response.
• Continuous Improvement: Actively listen to customer feedback, propose process enhancements, and contribute to the development of best‑practice guidelines that elevate the overall customer experience.
• Compliance & Confidentiality: Rigorously follow brighthush’s policies, industry regulations, and privacy standards to protect sensitive customer data at all times.

Essential Qualifications

• High school diploma or equivalent required; a bachelor’s degree in Business, Communications, or a related field is a strong plus.
• Demonstrated experience in a high‑volume, fast‑paced customer service or call‑center environment, preferably within the insurance sector and focused on property or liability claims.
• Robust understanding of multi‑line insurance claims processes, industry terminology, and best practices.
• Exceptional verbal and written communication skills, with the ability to translate complex concepts into clear, empathetic explanations.
• Active listening abilities that enable you to discern customer emotions, concerns, and underlying needs.
• Strong analytical and problem‑solving capabilities, coupled with critical‑thinking skills to navigate ambiguous situations.
• Proficiency with Customer Relationship Management (CRM) platforms and related software tools.
• Demonstrated empathy, patience, and resilience when handling challenging interactions.
• Excellent organizational and time‑management skills, with a proven track record of meeting deadlines in a dynamic environment.
• Ability to obtain the designated home‑state claim adjuster license within 60 days of hire.

Preferred Qualifications & Additional Assets

• Relevant insurance certifications such as AIC (Associate in Claims) or CPCU (Chartered Property Casualty Underwriter).
• Experience with digital claims platforms, AI‑driven triage tools, or automated workflow systems.
• Bilingual or multilingual abilities to serve a diverse customer base.
• Background in conflict resolution, mediation, or customer advocacy.
• Familiarity with regulatory frameworks such as NAIC, GDPR, or HIPAA as they pertain to claims handling.

Core Skills & Competencies

• Empathy‑Driven Communication: Ability to convey genuine care while maintaining professionalism.
• Detail‑Oriented Documentation: Precision in recording claim data and maintaining audit‑ready records.
• Tech‑Savvy Adaptability: Comfort navigating multiple software platforms, including brighthush’s proprietary claim management system.
• Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
• Self‑Motivation: Proactive mindset that seeks out solutions and drives continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Experience Claims Specialist, you will have access to:

• Structured Learning Paths: Tailored training programs covering advanced claims handling, regulatory compliance, and emerging insurance technologies.
• Mentorship Programs: Pairing with seasoned adjusters and senior leaders to accelerate skill acquisition and career progression.
• Certification Support: Financial assistance and study time for industry certifications such as AIC, CPCU, or state‑specific adjuster licenses.
• Internal Mobility: Clear pathways to roles such as Senior Claims Analyst, Claims Operations Manager, or Customer Experience Team Lead.
• Innovation Labs: Opportunities to contribute to pilot projects that leverage AI, machine‑learning, and data analytics to reshape claims workflows.

Work Environment & Culture at brighthush

Our culture is built on three pillars: People‑First, Innovation‑Driven, and Integrity‑Centric. We foster an inclusive environment where every voice matters, and diverse perspectives fuel creative problem‑solving. Whether you work from a home office, a co‑working space, or one of our modern hubs, you’ll enjoy:

• Flexible remote‑work policies that empower you to balance personal and professional priorities.
• A collaborative digital workspace equipped with high‑quality tools, including a brighthush laptop, a large second monitor, and ergonomic accessories.
• Regular virtual coffee chats, team‑building events, and wellness initiatives that promote mental and physical health.
• Transparent communication from leadership, with quarterly town halls and open‑door forums.
• Recognition programs that celebrate both individual achievements and team milestones.

Compensation, Perks & Benefits

brighthush offers a competitive total rewards package designed to support your well‑being and future financial security:

• Health & Wellness: Comprehensive health‑insurance coverage (medical, vision, dental) with nationwide provider networks.
• Retirement Planning: 401(k) plan with generous employer matching contributions.
• Paid Time Off: Generous PTO policy that encourages rest, rejuvenation, and work‑life harmony.
• Family Leave: Extended family leave after eight months of continuous service, supporting you during life’s important moments.
• Remote Flexibility: Ability to work from anywhere, backed by a technology stipend and home‑office equipment.
• Professional Development: Access to online learning platforms, conference attendance, and internal training workshops.
• Employee Assistance Programs: Confidential counseling, financial planning resources, and wellness apps.

How to Apply

If you are passionate about delivering empathetic, high‑quality service and thrive in a dynamic, technology‑enabled environment, we want to hear from you. Bring your expertise, your curiosity, and your commitment to excellence, and join brighthush as we redefine the future of insurance claims.

Click the link below to submit your application and start your journey with brighthush today:

Apply To This Job

Closing Statement

At brighthush, every claim is more than a transaction—it’s an opportunity to demonstrate care, integrity, and professionalism. By joining our team, you become an ambassador of trust, helping customers feel secure during challenging times. Take the next step in your career and make a lasting impact. Apply now and help us shape a brighter, more compassionate insurance experience for all.