Customer Service Specialist – Frontline Banking Support & Digital Solutions – Shift-Based – 8 am to 7 pm – Brighthush

About Brighthush

Brighthush is a forward‑thinking financial institution that blends traditional banking with cutting‑edge digital solutions. With a commitment to community, innovation, and employee growth, we empower our customers to achieve financial confidence and our teams to thrive in a collaborative, inclusive environment. Our mission is to deliver exceptional service, uphold the highest standards of integrity, and foster a culture where every voice matters.

Why Join Brighthush?

At Brighthush, you’ll be part of a dynamic call center that serves a diverse customer base across the region. We value the expertise of every team member and invest heavily in professional development, coaching, and career advancement. Whether you’re just starting your career or looking to deepen your banking knowledge, Brighthush offers a supportive environment that rewards dedication, innovation, and a passion for customer service.

Key Responsibilities

• Customer Interaction: Serve as the primary point of contact for customers calling our call center, handling inquiries related to bank products, digital services, debit card processing, and account questions.
• Issue Resolution: Utilize training materials and reference guides to independently diagnose and resolve customer issues within established service levels.
• De‑Escalation & Escalation: Calmly de‑escalate tense situations, and when necessary, elevate calls to supervisors while maintaining a professional demeanor.
• Digital Banking Support: Assist customers across Apple and Android devices, various browsers, and operating systems to promote and troubleshoot our digital banking platform.
• Transaction Management: Process customer transactions, correct account information, and coordinate with business partners to ensure accurate and timely updates.
• Quality & Compliance: Attend weekly quality review meetings for coaching and metrics analysis, and monthly departmental meetings for policy updates.
• Metrics Adherence: Meet or exceed call volume, adherence, call quality, ready/not‑ready time, and customer satisfaction targets.
• Continuous Learning: Complete all compliance training promptly and stay current on deposit, loan, and digital banking products.
• Team Collaboration: Work independently and collaboratively with colleagues to achieve team goals and maintain a positive work environment.
• Additional Duties: Accept other responsibilities as assigned, demonstrating flexibility and a willingness to adapt to changing priorities.

Essential Qualifications

• High school diploma or GED.
• Minimum of one year of customer service experience.
• Minimum of one year of contact center experience (or equivalent).
• Strong time‑management skills and the ability to multitask in a fast‑paced environment.
• Excellent verbal and written communication skills, with a firm grasp of spelling, grammar, and professional etiquette.
• Proficiency in using a personal computer and managing home networking infrastructure for reliable remote access.
• Experience with Android and Apple products, as well as supported web browsers and operating systems.
• Typing speed and accuracy.
• Ability to maintain confidentiality and adhere to all regulatory policies and procedures.

Preferred Qualifications

• Customer service experience within a banking or financial institution.
• Experience with digital banking platforms and troubleshooting.
• Knowledge of banking regulations, compliance training, and policy adherence.
• Previous exposure to quality review processes and coaching sessions.
• Demonstrated ability to build and retain customer relationships in a competitive environment.

Skills & Competencies

• Empathy & Active Listening: Show genuine care for customer concerns and listen attentively to understand their needs.
• Problem‑Solving: Apply analytical thinking to diagnose issues and recommend effective solutions.
• Adaptability: Quickly adjust to new processes, technology updates, and changing priorities.
• Resilience: Maintain a positive attitude under pressure and minimize distractions.
• Collaboration: Work seamlessly with teammates and supervisors to achieve shared objectives.
• Professionalism: Exhibit a polished appearance, strong work ethic, and respectful communication.

Career Growth & Development

Brighthush is committed to nurturing talent. As a Customer Service Specialist, you’ll have clear pathways to advance to senior specialist roles, team lead positions, or managerial tracks. Our structured coaching, regular performance reviews, and access to internal training programs equip you to expand your skill set and take on greater responsibilities.

Work Environment & Culture

Our call center operates on a flexible schedule: 8 am to 7 pm, Wednesday through Saturday, with additional coverage on select federal holidays. We value work‑life balance, offering a supportive environment that encourages collaboration, continuous learning, and innovation. Whether you work onsite or remotely, you’ll find a culture that celebrates diversity, fosters inclusion, and rewards excellence.

Compensation & Benefits

• Hourly Rate: $17.65 – $20.00 per hour, with eligibility for overtime and a $1.00 per hour shift premium after 6:00 pm.
• Paid Time Off: 17 days of PTO, 5 days of short‑term disability, and 11 annual paid holidays plus one float holiday.
• Health & Wellness: Comprehensive medical, dental, and vision plans, along with Health Care Flexible Spending Accounts and Dependent Care Flexible Spending Accounts.
• Insurance & Protection: Group life, long‑term disability, optional life, accident, short‑term disability, and critical illness coverage.
• Retirement: 401(k) plan with employer match.
• Additional Perks: Transportation fringe benefit plan, voluntary benefit products (Cancer, Term & Universal Life, Accident, Short‑Term Disability, Critical Illness), and other ancillary benefits.

How to Apply

If you’re ready to join a team that values your expertise, offers growth opportunities, and rewards dedication, we encourage you to apply today. Click the link below to submit your application and take the first step toward a rewarding career at Brighthush.