Customer Service Specialist I – Frontline Banking Support – Pittsburgh, PA – Flexible Shift Schedule

About brighthush and the Opportunity

brighthush is a forward‑thinking financial institution that blends traditional banking values with cutting‑edge technology to deliver seamless, customer‑centric services. With a strong presence in the Pittsburgh region and a growing national footprint, brighthush is committed to empowering its clients with secure, intuitive digital tools while maintaining the personal touch that has defined the industry for decades. As part of our mission to provide world‑class service, we are looking for a dedicated Customer Service Specialist I to join our dynamic call center team. This role offers a unique blend of customer interaction, problem solving, and technology support, all within a flexible schedule that values work‑life balance.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates innovation, collaboration, and continuous learning. Our employees enjoy a supportive environment where every voice is heard, and career growth is encouraged through mentorship, training, and clear advancement pathways. We invest in our people with competitive compensation, comprehensive benefits, and a range of perks that keep you energized and engaged.

Key Responsibilities

• Customer Interaction: Serve as the primary point of contact for customers calling the brighthush call center, handling inquiries related to accounts, products, digital banking, debit card processing, and general policy questions.
• Issue Resolution: Independently investigate and resolve customer issues within established service level agreements, ensuring a high level of satisfaction and compliance with brighthush policies.
• Escalation Management: De‑escalate tense situations when possible; if escalation is required, route calls to supervisors following protocol.
• Digital Banking Support: Assist customers across Apple and Android devices, browsers, and operating systems, promoting and troubleshooting brighthush’s digital banking services.
• Transaction Processing: Execute customer transactions accurately, update account information, and coordinate with relevant business partners to ensure seamless service.
• Quality & Compliance: Participate in weekly quality review meetings, monthly departmental meetings, and ongoing compliance training to stay current with brighthush policies and regulatory requirements.
• Metrics & Performance: Meet or exceed key performance indicators such as call volume, adherence to schedule, call quality score, ready/not‑ready time, and customer satisfaction scores.
• Continuous Improvement: Provide feedback on process enhancements, contribute to knowledge base updates, and support team initiatives that improve customer experience.

Essential Qualifications

• High school diploma or GED (required).
• Minimum of one year of customer service experience (preferred in banking or financial services).
• Minimum of one year of contact center experience or equivalent.
• Strong time‑management skills and the ability to multitask in a fast‑paced environment.
• Proficiency in using personal computers, managing home networking infrastructure, and navigating standard office equipment.
• Excellent written and verbal communication skills, including active listening, empathy, and clear articulation.
• Ability to type quickly and accurately, with a solid grasp of spelling, grammar, and email/phone etiquette.
• Knowledge of Android and Apple products, supported web browsers, and operating systems.
• Commitment to maintaining confidentiality and adhering to brighthush’s policies and procedures.
• Willingness to work a flexible schedule, including evenings, weekends, and occasional overtime.

Preferred Qualifications

• Experience with digital banking platforms and mobile banking solutions.
• Familiarity with regulatory compliance frameworks such as GLBA, FDIC, and state banking regulations.
• Previous exposure to call center metrics and quality assurance processes.
• Proficiency in additional languages beyond English.
• Demonstrated ability to build and retain customer relationships in a competitive market.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping customers and a drive to exceed expectations.
• Problem‑Solving: Analytical thinking to diagnose issues quickly and propose effective solutions.
• Adaptability: Ability to thrive in a remote or hybrid environment, learning new tools and processes swiftly.
• Team Collaboration: Strong interpersonal skills to work effectively with colleagues, supervisors, and cross‑functional partners.
• Resilience: Maintain composure under pressure, manage distractions, and sustain a positive attitude.
• Attention to Detail: Accuracy in data entry, transaction processing, and compliance documentation.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Specialist I, you will have clear pathways to advance into senior specialist roles, team lead positions, or specialized product support tracks. We provide:

• Structured onboarding and mentorship programs.
• Regular coaching sessions focused on skill development and career progression.
• Access to internal learning platforms covering product knowledge, regulatory updates, and soft‑skill training.
• Opportunities to participate in cross‑functional projects that broaden your experience.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative culture where innovation thrives. Our remote‑friendly approach allows you to work from the comfort of your home while staying connected through virtual collaboration tools. We celebrate diversity, encourage open communication, and reward initiative. Employees enjoy:

• Flexible work hours and a supportive scheduling system.
• Regular virtual team events and recognition programs.
• A culture of transparency, where leadership shares company goals and progress.
• Access to wellness resources, including mental health support and fitness stipends.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible vacation policies.
• Employee assistance programs and financial wellness resources.
• Continuing education stipends and tuition reimbursement.
• Employee discounts on brighthush products and partner services.

How to Apply

Ready to take the next step in your career? Join brighthush and become a key player in delivering exceptional customer experiences. Submit your application through our careers portal or click the link below to start your journey with us.