Customer Service Representative – Retirement Services & Financial Account Specialist at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven organization that partners with leading businesses to transform their customer experience and operational efficiency. With a global footprint spanning North America, Europe, and Asia, we empower our clients to navigate complex financial landscapes and deliver exceptional service to their customers. Our culture is built on collaboration, continuous learning, and a relentless focus on client success.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that is redefining retirement services. We believe that every client deserves personalized, accurate, and timely support, and we provide the tools, training, and environment to make that happen. As a Customer Service Representative in our Retirement Services Operational Support Team, you’ll play a pivotal role in helping individuals and small businesses secure their financial futures.

Position Overview

We are seeking a dedicated, client‑centric Customer Service Representative to join our Retirement Services Operational Support Team (OST) in El Paso, TX. This is a 100% onsite, contract position that offers a unique blend of high‑volume call center experience and specialized financial knowledge. You will be the first point of contact for clients seeking guidance on retirement accounts, including IRAs, SEP, SIMPLE, QRP/QKEPA, and i401k plans. Your expertise will help clients navigate complex tax rules, execute account transactions, and achieve their retirement goals.

Key Responsibilities

• Handle inbound and outbound client inquiries regarding retail IRAs, educational savings accounts, and small‑business retirement plans.
• Process a variety of retirement account transactions, such as distributions, Roth conversions, and tax‑withholding election changes.
• Provide clear, accurate explanations of IRS rules, regulations, and account options to clients of varying financial literacy levels.
• Utilize Microsoft Office Suite (Excel, Outlook) and Microsoft Teams to manage client data, track interactions, and collaborate with team members.
• Escalate complex issues to senior specialists while maintaining a high level of client satisfaction.
• Adhere to compliance standards and internal policies to ensure data security and regulatory compliance.
• Participate in ongoing training sessions to stay current on product updates, industry trends, and best practices.
• Contribute to continuous improvement initiatives by sharing insights and feedback on process enhancements.
• Maintain accurate and detailed records of client interactions in our CRM system.
• Support team goals by meeting or exceeding performance metrics, including call quality, resolution time, and client satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in finance, business, or a related field is a plus.
• Minimum of 1 year of high‑volume call center experience, preferably in the financial services industry.
• Strong technical proficiency with Windows operating systems, internet research, Excel, Outlook, and Microsoft Teams.
• Excellent verbal and written communication skills, with the ability to explain complex financial concepts in simple terms.
• Demonstrated empathy, patience, and a genuine passion for helping clients achieve their retirement goals.
• Strong organizational, time‑management, and prioritization skills to handle multiple tasks efficiently.
• Ability to work flexible shifts, including evenings, weekends, and holidays, as business demands require.
• High level of integrity, professionalism, and adherence to ethical standards.
• Proactive mindset with a willingness to learn, grow, and take on leadership responsibilities.

Preferred Qualifications

• Experience with retirement plan products such as SEP, SIMPLE, QRP/QKEPA, and i401k.
• Knowledge of IRS regulations and retirement account compliance requirements.
• Prior experience in a supervisory or mentorship role within a customer service environment.
• Certification or coursework in financial planning, retirement planning, or related fields.
• Fluency in Spanish or other languages spoken in the El Paso community.

Skills & Competencies

• Customer‑first mindset with a strong focus on building long‑term client relationships.
• Analytical thinking and problem‑solving abilities to resolve complex account issues.
• Adaptability to changing priorities and the ability to thrive in a fast‑paced environment.
• Team collaboration skills, including the ability to work cross‑functionally with compliance, operations, and product teams.
• Attention to detail and commitment to accuracy in data entry and documentation.
• Resilience under pressure, maintaining composure during high‑volume periods.

Career Growth & Learning Opportunities

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

• Comprehensive onboarding and ongoing training programs covering retirement products, compliance, and customer service excellence.
• Mentorship from experienced specialists who can guide your career trajectory.
• Opportunities to transition into senior specialist, team lead, or product management roles as you demonstrate expertise and leadership.
• Cross‑training in related financial services areas, such as wealth management or employee benefits.
• Access to industry conferences, webinars, and certifications that enhance your skill set.

Work Environment & Company Culture

Our team thrives on collaboration, innovation, and a shared commitment to client success. You’ll work in a fully onsite environment in El Paso, surrounded by a supportive network of peers and leaders who value your contributions. We celebrate diversity, encourage open communication, and foster a culture where every voice matters.

Compensation & Benefits

As a contract position, you will receive a competitive hourly rate of $22.50 per hour. While the base pay is fixed, your performance and experience may influence future opportunities for higher rates or full‑time roles.

Eligible candidates may also access a range of benefits, including:

• Medical, dental, and vision coverage.
• Critical illness, accident, and hospital insurance.
• 401(k) retirement plan with pre‑tax and Roth contributions.
• Life insurance (voluntary and AD&D for employees and dependents).
• Short‑term and long‑term disability coverage.
• Health Spending Account (HSA).
• Transportation benefits.
• Employee Assistance Program.
• Paid time off (PTO), vacation, and sick leave.

Benefits eligibility may vary based on classification, length of employment, and local regulations. All benefits are subject to change and may require specific elections.

Application Process

Ready to make a real difference in people’s retirement journeys? Submit your application by September 30, 2026 to be considered for this role. We review applications on a rolling basis and encourage early submissions.

To apply, click the link below and complete the online application. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to brighthush

Why brighthush?

At brighthush, we’re more than a workplace—we’re a community dedicated to innovation, integrity, and impact. By joining our Retirement Services team, you’ll:

• Be part of a mission‑driven organization that values client success above all.
• Gain hands‑on experience with complex financial products and regulatory frameworks.
• Collaborate with experts across technology, compliance, and operations.
• Advance your career through structured learning and mentorship.
• Enjoy a supportive, inclusive culture that celebrates diversity and promotes work‑life balance.

We believe that every client deserves a clear path to financial security, and we’re looking for individuals who share that vision. If you’re ready to bring your expertise, enthusiasm, and integrity to a team that values growth and excellence, we want to hear from you.

Apply today and help shape the future of retirement services at brighthush.