Customer Service Coordinator – Remote Card Account Servicing & Client Experience Specialist at brighthush

Welcome to Your Next Career Adventure with brighthush

Imagine a workplace where compassion meets technology, where every interaction is an opportunity to make a real difference, and where you can thrive from the comfort of your own home. brighthush is redefining the financial services landscape by putting people first—customers, partners, and employees alike. As a leader in innovative banking solutions, brighthush empowers its teams to deliver thoughtful, solution‑focused service that eases the stress of money management for millions of people across the United States.

Our Customer Care division is the heart of that mission. We are looking for motivated, empathetic professionals who love solving problems, enjoy continuous learning, and want to be part of a culture that celebrates curiosity, collaboration, and personal growth. If you’re ready to champion the voice of the customer while enjoying the flexibility of a remote role, keep reading.

About brighthush

Who We Are

brighthush is a forward‑thinking financial institution that blends cutting‑edge digital platforms with a human‑centric approach. We believe that technology should simplify life, not complicate it, and that every customer deserves respectful, knowledgeable assistance. Our commitment to diversity, inclusion, and community impact drives everything we do—from product design to employee development.

Why Work at brighthush?

• Purpose‑Driven Impact: Every call you take helps a real person navigate a financial challenge.
• Innovation at Scale: Work with industry‑leading tools and data‑driven insights.
• Supportive Leadership: Managers act as coaches, not just supervisors.
• Flexibility & Balance: Remote work, flexible schedules, and generous paid time off.

Role Overview – Remote Customer Service Coordinator (Card Account Servicing)

As a Remote Customer Service Coordinator, you will be the primary point of contact for cardholders seeking assistance with their accounts. You’ll leverage your communication expertise, problem‑solving abilities, and empathy to resolve inquiries, de‑escalate challenging situations, and ensure a seamless, positive experience for every customer.

This position is home‑based, but you must reside within a 100‑mile radius of one of the designated hubs (Richmond, VA; Chesapeake, VA; Tampa, FL; Las Vegas, NV; Wilmington, DE; Phoenix, AZ; Lake Park, UT; or Whitehall, OH) and be prepared to report in person with at least 24‑hour notice when required.

Key Responsibilities

• Provide prompt, courteous, and accurate assistance to cardholders via phone, email, and chat.
• Diagnose and resolve a wide range of account‑related issues, including billing inquiries, fraud alerts, payment disputes, and service requests.
• Utilize brighthush’s proprietary CRM and transaction platforms to retrieve account information, process adjustments, and document interactions.
• Apply active listening, probing questions, and de‑escalation techniques to turn challenging calls into positive outcomes.
• Maintain a thorough understanding of brighthush’s card products, policies, and regulatory requirements.
• Collaborate with cross‑functional teams—risk, fraud, collections, and product development—to ensure consistent service delivery.
• Meet or exceed performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Participate in ongoing training sessions, role‑plays, and knowledge‑share forums to stay current on product updates and best practices.
• Identify trends in customer feedback and recommend process improvements to leadership.
• Adhere to data‑security protocols, ensuring all customer information is handled confidentially and in compliance with industry standards.

Essential Qualifications

• High School Diploma, GED, or equivalent; additional education is a plus.
• Minimum of 2 years proven experience in a customer service or call‑center environment.
• At least 1 year of hands‑on experience using the brighthush productivity suite (formerly Google Suite or Microsoft Office) for documentation, scheduling, and communication.
• Demonstrated ability to learn quickly, adapt to change, and maintain meticulous attention to detail.
• Strong verbal and written communication skills, with a natural empathy for customers.
• Reliable private internet connection (cable or fiber) with minimum 100 Mbps download / 10 Mbps upload speed; no cellular hotspots.
• Dedicated, quiet home office space free from background noise and distractions.
• Consistent attendance record and dependability.

Preferred Qualifications

• 3+ years of customer service or call‑center experience, preferably in a financial services setting.
• Six months or more of direct experience within the banking or credit‑card industry.
• Familiarity with fraud detection, compliance, and risk‑management concepts.
• Experience with remote collaboration tools such as video conferencing, instant messaging, and virtual whiteboards.
• Previous exposure to performance‑driven environments with measurable KPIs.

Core Skills & Competencies

• Empathy & Customer Focus: Ability to put yourself in the customer’s shoes and respond with genuine care.
• Active Listening & Questioning: Extract relevant details efficiently while making the caller feel heard.
• De‑Escalation & Conflict Resolution: Turn frustrated interactions into constructive dialogues.
• Time Management & Organization: Prioritize tasks, manage call volume, and keep accurate records.
• Judgment & Decision‑Making: Make independent, sound decisions within policy guidelines.
• Technical Proficiency: Navigate brighthush’s CRM, ticketing system, and productivity suite with ease.
• Adaptability: Thrive in a fast‑changing environment and embrace new tools and processes.

Work‑From‑Home Technology & Environment Requirements

Internet & Network Standards

• Secure, password‑protected home network with full visibility of all connected devices.
• Cable or fiber broadband service (no satellite or mobile hotspot).
• Minimum speed: 100 Mbps download / 10 Mbps upload; both wired (Ethernet) and Wi‑Fi connections are acceptable if they meet speed and security criteria.
• Ability to provide proof of ISP speed and service package upon request.

Hardware & Workspace

• Dedicated computer (desktop or laptop) meeting brighthush’s minimum specifications.
• Headset with noise‑cancelling microphone for clear audio.
• Quiet, private room free from background distractions.
• Ergonomic chair and desk setup to support long‑hour productivity.

Compensation, Perks & Benefits

Base Pay: $21 per hour, translating to an annualized salary of approximately $43,680 for full‑time employees (based on a 40‑hour work week). Compensation may vary slightly by location but remains competitive within the industry.

• Medical, Dental, Vision & Prescription Coverage: Effective from Day 1.
• Flexible Scheduling: Choose shifts that align with your personal life while meeting business needs.
• Paid Time Off (PTO): Generous vacation, sick leave, and holidays.
• Well‑Being Programs: Access to backup childcare, mental‑wellness resources, and employee assistance programs.
• Tuition Reimbursement: Support for continued education and professional certifications.
• Quarterly Paid Training & Development: Structured learning pathways to sharpen your skills.
• Flexible Spending Account (FSA): Pre‑tax savings for qualified medical expenses.
• Life & Disability Insurance: Financial protection for you and your loved ones.
• 401(k) with Company Match & Stock Purchase Plan: Build long‑term wealth.
• Employee Recognition Programs: Celebrate milestones and outstanding performance.

Career Development & Learning Opportunities

At brighthush, learning never stops. We invest heavily in both formal and informal development to ensure every associate can grow into the role they aspire to. As a Customer Service Coordinator, you will have access to:

• Onboarding bootcamps that blend classroom instruction with hands‑on simulations.
• Mentorship programs pairing you with seasoned professionals across the organization.
• Self‑paced e‑learning modules covering advanced communication, compliance, and product knowledge.
• Leadership pathways that can lead to supervisory, quality‑assurance, or specialist positions within the Customer Experience ecosystem.
• Cross‑functional project teams that let you contribute ideas to product design, process improvement, and technology adoption.

Culture, Values & Work Environment at brighthush

Our culture is built on the belief that “the power of one” can transform lives. We celebrate diversity, encourage curiosity, and foster an inclusive environment where every voice matters.

• Collaboration: Teams work together across time zones, sharing insights and best practices.
• Integrity: We hold ourselves accountable to the highest ethical standards.
• Innovation: Employees are empowered to experiment, iterate, and bring fresh ideas to the table.
• Well‑Being: Programs that support physical, mental, and financial health are woven into daily life.
• Community Impact: brighthush encourages volunteerism and offers paid time for community service.

Application Process & Next Steps

Ready to join a team that values your expertise and invests in your future? Follow these steps to apply:

1. Review the eligibility criteria (residence within the specified 100‑mile radius and internet requirements).
2. Prepare an up‑to‑date resume highlighting relevant customer‑service experience and technical proficiency.
3. Complete the online application through the brighthush Careers portal.
4. If selected, you will be invited to a virtual interview that may include a role‑play scenario to demonstrate your communication skills.
5. Successful candidates will receive a formal offer outlining salary, benefits, and start‑date details.

For candidates requiring accommodations during the recruitment process, please contact brighthush Recruiting at [email protected] or call 1‑800‑555‑1234. All information you provide will be kept confidential and used solely to provide the necessary support.

Join brighthush – Make an Impact from Home

If you are passionate about delivering exceptional service, thrive in a remote environment, and want to be part of a forward‑thinking organization that truly cares about its people, we want to hear from you. Bring your empathy, your curiosity, and your drive to brighthush, and together we’ll continue to change banking for good—one conversation at a time.

Apply today and become the voice that guides our customers toward financial confidence and peace of mind.