Customer Service Specialist – Consumer Banking & Digital Support – brighthush

About brighthush

brighthush is a forward‑thinking financial services organization that has been empowering communities for over two centuries. With a steadfast commitment to innovation, integrity, and inclusive growth, brighthush blends traditional banking values with cutting‑edge technology to deliver seamless, personalized experiences for every customer. Our mission is simple: to help people achieve their financial dreams while fostering a workplace where talent thrives, collaboration flourishes, and every voice is heard.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, diverse team that values curiosity, resilience, and a passion for service. We believe that great customer experiences start with great people, and we invest heavily in our teammates through continuous learning, mentorship, and a culture that celebrates both individual and collective success. Whether you’re a seasoned professional or just starting your career, brighthush offers a platform to grow, innovate, and make a tangible impact.

Role Overview

As a Customer Service Specialist – Consumer Banking & Digital Support, you will be the frontline ambassador for brighthush, delivering exceptional service across multiple channels—voice, chat, and messaging. You’ll solve complex customer inquiries, provide technical assistance for our online products, and champion our “Moments Matter” philosophy by turning every interaction into a memorable experience. This role is fast‑paced, highly collaborative, and offers unlimited opportunities for professional development.

Key Responsibilities

• Handle inbound calls and digital inquiries from consumer banking clients with empathy, professionalism, and a solutions‑oriented mindset.
• Diagnose and resolve a wide range of issues, from account inquiries and transaction disputes to technical support for web and mobile banking platforms.
• Navigate multiple screens and software simultaneously while maintaining clear, concise communication with customers.
• Adhere to brighthush policies, procedures, and compliance standards, ensuring every interaction reflects our commitment to ethical service.
• Collaborate with cross‑functional teams—such as IT, Risk, and Marketing—to resolve escalated issues and improve service processes.
• Utilize AI and digital tools as thinking partners: prompt effectively, validate outputs, and apply judgment without over‑reliance on automation.
• Document all interactions accurately in the CRM system, ensuring data integrity and compliance with regulatory requirements.
• Participate in ongoing training and professional development programs to stay current on product knowledge, industry trends, and emerging technologies.
• Contribute to continuous improvement initiatives by sharing insights, suggesting process enhancements, and participating in quality assurance reviews.
• Maintain a high level of customer satisfaction and service level metrics, including average handle time, first‑contact resolution, and Net Promoter Score.

Training & Onboarding

Training will be conducted onsite at our Amherst, NY office (4224 Ridge Lea Road) for the first three months. During this period, you’ll receive hands‑on instruction, shadow experienced teammates, and complete a structured learning curriculum covering product knowledge, compliance, and technology tools. After training, you’ll have the flexibility to choose from a range of shifts, including:

• Weekend Warrior Shifts – every Saturday and Sunday, with two days off during the week.
• Saturday Squad Shifts – every Saturday, with two days off during the week.
• Standard weekday shifts – with occasional weekend coverage as needed.

Shift differentials and additional compensation are available for weekend and Saturday shifts. Schedules are communicated at least 30 days in advance whenever possible, and we encourage open dialogue about shift preferences.

Essential Qualifications

• High school diploma or GED (required).
• Minimum of 1 year of client service experience in a high‑volume environment.
• Proven ability to resolve complex issues, multitask, and maintain meticulous attention to detail.
• Strong empathy, patience, and the capacity to remain calm under pressure.
• Excellent verbal communication skills and the ability to follow call scripts and guidelines.
• Advanced computer literacy: comfortable navigating multiple screens, web browsers, and mobile applications.
• Experience with voice, chat, and asynchronous communication channels.
• Proficiency in using AI and digital tools as collaborative partners.
• Strong analytical and judgment skills, with the ability to apply policy and make sound decisions.
• High emotional intelligence: active listening, conflict de‑escalation, and trust building.
• Accountability for end‑to‑end resolution and a growth mindset that embraces feedback and continuous learning.
• Flexibility to adapt to changing schedules and shift requirements.

Preferred Qualifications

• Associate’s or Bachelor’s degree (strongly preferred).
• 2+ years of client service experience in a regulated industry such as banking, insurance, or healthcare.
• Previous remote or hybrid work experience.
• Technical proficiency with CRM systems and data analytics tools.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering “Moments Matter.”
• Strong problem‑solving and critical‑thinking abilities.
• Adaptability to new technologies and evolving customer expectations.
• Team collaboration and cross‑functional communication.
• Time management and prioritization in a fast‑paced environment.
• Commitment to continuous improvement and process optimization.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Specialist, you’ll have access to:

• Structured career pathways that can lead to supervisory, technical, or product‑management roles.
• Paid training programs, certifications, and a library of professional development courses.
• Mentorship from senior leaders and subject‑matter experts.
• Opportunities to participate in cross‑departmental projects and initiatives.
• Regular performance reviews with clear metrics and actionable feedback.

Work Environment & Culture

brighthush fosters a culture of inclusion, collaboration, and innovation. Our team values transparency, accountability, and a shared commitment to excellence. Whether you’re working onsite in Amherst or from a dedicated home office, you’ll experience:

• Flexible work arrangements that support work‑life balance.
• A supportive leadership team that champions your growth.
• Regular team‑building events, both virtual and in‑person.
• A culture that celebrates diversity, equity, and belonging.
• Access to wellness programs, fitness resources, and mental health support.

Compensation & Benefits

Competitive hourly pay ranging from $18.00 to $23.08, with potential for overtime and shift differentials. In addition to base pay, you’ll enjoy:

• 401(k) matching up to 7% (dollar‑for‑dollar).
• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance plans.
• Tuition reimbursement for approved courses and certifications.
• Employee assistance program and wellness initiatives.
• Performance‑based bonuses and recognition programs.
• Access to a digital learning platform and internal knowledge base.

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal or click the link below to explore this and other exciting opportunities at brighthush.

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Closing Statement

At brighthush, we’re not just building a team—we’re building a community of passionate, purpose‑driven professionals who are eager to make a difference. If you thrive in a fast‑paced environment, love solving problems, and want to grow your career in a supportive, innovative setting, we want to hear from you. Join us and help shape the future of consumer banking while advancing your own professional journey.