Customer Service & Call Center Representative II – Member Experience Specialist for Faith‑Based Banking Excellence

About brighthush

brighthush is a pioneering faith‑based financial institution that blends over a century of banking expertise with a deep commitment to community, stewardship, and service. By uniting the legacy of two respected Christian financial organizations, brighthush offers a unique blend of traditional banking values and innovative, member‑centric solutions. Our mission is to empower individuals and families to live out their values through practical, ethical financial products while making a lasting impact in the Kingdom and beyond.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates integrity, collaboration, and continuous learning. We believe that every team member plays a vital role in shaping the experience of our members. Whether you’re a seasoned customer service professional or a recent graduate eager to grow, brighthush provides the resources, mentorship, and opportunities to thrive in a supportive, faith‑driven environment.

Role Overview

The Customer Service & Call Center Representative II is the frontline ambassador for brighthush’s members. You’ll deliver accurate, secure, and compassionate service across phone, chat, and digital channels. Your responsibilities include facilitating account and loan transactions, providing consultative sales conversations, resolving complex inquiries, and serving as a knowledge hub for teammates. You’ll also play a key role in maintaining service quality, handling escalations, and supporting new hires.

Key Responsibilities

• Member Interaction: Handle inbound calls, chats, and emails with professionalism and empathy, ensuring every member feels heard and valued.
• Transaction Management: Process account openings, loan pre‑approvals, and other financial transactions accurately and efficiently.
• Consultative Sales: Engage in meaningful conversations to understand member needs and recommend tailored banking solutions that align with their goals.
• Escalation Support: Resolve or route complex issues to appropriate departments, ensuring timely resolution and member satisfaction.
• Knowledge Sharing: Mentor and train new representatives, sharing best practices and system knowledge to elevate team performance.
• Data Integrity: Maintain meticulous documentation in our core banking systems, safeguarding member information and ensuring compliance with privacy regulations.
• Continuous Improvement: Participate in quality assurance reviews, provide feedback on process enhancements, and stay current with product updates.
• Proactive Outreach: Conduct outbound calls to follow up on pending items, promote new products, and gather member feedback.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 3 years of customer service experience in a banking or credit union environment.
• At least 2 years of call center experience serving the public, with a proven track record of cross‑selling financial products.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong multitasking, prioritization, and follow‑through abilities in a fast‑paced, high‑volume setting.
• Proficiency with core banking systems and CRM platforms (e.g., Episys, Synapsys, STAR, FDR).
• Commitment to upholding brighthush’s values of integrity, service, and community impact.

Preferred Qualifications

• Bilingual proficiency in English and Spanish, with the ability to serve a diverse member base.
• Experience with advanced call center technologies, such as interactive voice response (IVR) and workforce management tools.
• Prior exposure to member‑centric sales strategies and consultative selling techniques.
• Demonstrated ability to work collaboratively across departments to resolve member issues.

Skills & Competencies

• Customer‑First Mindset: A genuine desire to help members achieve their financial goals.
• Problem‑Solving: Analytical thinking to diagnose issues and propose effective solutions.
• Adaptability: Flexibility to navigate changing priorities and evolving product offerings.
• Team Collaboration: Ability to work seamlessly with colleagues, share knowledge, and support collective success.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Time Management: Efficient handling of multiple tasks while maintaining high service quality.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Ongoing training modules covering product knowledge, sales techniques, and regulatory compliance.
• Leadership development tracks for high‑performing team members, paving the way to supervisory or managerial roles.
• Cross‑departmental projects that broaden your skill set and expose you to different facets of the organization.
• Annual performance reviews with clear pathways for advancement and recognition.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and faith‑centered workplace. Our values of integrity, stewardship, and service guide every interaction. You’ll find a supportive environment where ideas are valued, feedback is constructive, and teamwork is celebrated. We encourage a healthy work‑life balance, offering flexible scheduling options and remote work opportunities where applicable.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary ranging from $23.50 to $26.00 per hour, commensurate with experience.
• Comprehensive health benefits: medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Life insurance and flexible spending account (FSA).
• Paid time off (vacation, sick leave, and holidays).
• Equipment stipend for remote work setups.
• Employee events, community service days, and recognition programs.

How to Apply

Ready to join a team that values your expertise and your faith? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.