Customer Service Specialist – Banking & Digital Support – 11 am to 8 pm Shift – brighthush

About brighthush

brighthush is a forward‑thinking financial institution that blends traditional banking expertise with cutting‑edge digital solutions. Our mission is to empower every customer with seamless, secure, and personalized financial experiences. With a culture rooted in integrity, innovation, and community, we are committed to delivering exceptional service while fostering growth for our people.

Why Join brighthush?

• Impactful Work: As the first point of contact for our customers, you’ll shape their perception of brighthush and help them navigate their financial journeys.
• Dynamic Environment: Work in a fast‑paced call center that embraces technology, continuous improvement, and collaborative teamwork.
• Career Growth: We invest in your development through training, mentorship, and clear advancement pathways.
• Competitive Compensation: Earn a base hourly rate, shift premiums, overtime, and a comprehensive benefits package.
• Inclusive Culture: We celebrate diversity, promote belonging, and encourage every voice to be heard.

Role Overview

The Customer Service Specialist – Entry Level is responsible for identifying, responding to, and resolving customer inquiries related to bank products and services. You will be the primary interaction a customer may have with brighthush, delivering professional, courteous, and efficient support while meeting key performance metrics.

Key Responsibilities

• Process inbound calls from all queues, including account questions, product and service information, digital banking services, debit card processing, bank policy, and various customer requests.
• Utilize training materials and reference guides to independently resolve issues or determine the appropriate escalation path.
• De‑escalate tense situations or, when necessary, forward calls to supervisors after a de‑escalation attempt.
• Take ownership of each customer request, ensuring it is followed through to a satisfactory resolution.
• Assist customers with computing environments across Apple and Android devices, browsers, and operating systems to promote and support digital banking services.
• Execute customer transactions and correct account information by engaging the correct business partners.
• Identify and resolve customer complaints promptly and accurately, maintaining a high level of customer satisfaction.
• Attend weekly quality review meetings for ongoing development, coaching, and updates on policy and procedure.
• Participate in monthly departmental meetings to stay informed on initiatives and best practices.
• Adhere to agent metric standards for calls handled, schedule adherence, call quality score, ready/not‑ready time, and customer satisfaction.
• Maintain up‑to‑date knowledge of deposit, loan, digital banking services, and other banking products.
• Accept additional job duties or responsibilities as assigned, demonstrating flexibility and adaptability.

Essential Duties & Responsibilities

To perform this role successfully, you must demonstrate:

• Strong time‑management skills and the ability to multitask in a high‑volume environment.
• Excellent communication protocols with supervisors when schedule or duty deviations occur.
• Willingness to work a flexible schedule, including frequent adjustments and additional hours when needed.
• Capacity to work outside of normal banking hours, including evenings and weekends.
• Ability to remain calm under pressure, minimize distractions, and maintain a positive attitude.
• Quick adaptation to change and a readiness to learn in a remote or hybrid environment.
• Commitment to delivering a level of service that differentiates brighthush from competitors.
• Strong customer relationship building skills, fostering loyalty and retention.
• Empathy, active listening, and effective verbal and written communication skills.
• Professional demeanor in appearance, interpersonal relations, work ethic, and attitude.
• Proficiency in using personal computers, managing home networking infrastructure, and operating standard office equipment.
• Knowledge of Android and Apple products, supported web browsers, and operating systems.
• Typing speed and accuracy to support efficient customer interactions.
• Commitment to confidentiality and compliance with all applicable laws, rules, and regulations.

Required Qualifications

• High school diploma or GED.
• Minimum of one year of customer service experience.
• Minimum of one year of contact center experience or equivalent.
• Basic understanding of banking or financial services preferred.

Preferred Qualifications

• Experience with digital banking platforms and mobile banking applications.
• Knowledge of regulatory compliance and banking policies.
• Previous exposure to call center metrics such as AHT (Average Handle Time), CSAT (Customer Satisfaction), and FCR (First Call Resolution).
• Experience working in a remote or hybrid environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and ensuring a positive customer experience.
• Technical Aptitude: Comfortable troubleshooting device and software issues across multiple platforms.
• Analytical Thinking: Ability to assess situations quickly and determine the best course of action.
• Collaboration: Works effectively with teammates, supervisors, and cross‑functional partners.
• Adaptability: Thrives in a changing environment and embraces new technologies.
• Integrity: Upholds confidentiality and Apply for this job