Customer Service Specialist I – Frontline Support & Customer Experience Champion at brighthush

About brighthush and the Opportunity

brighthush is a dynamic, customer‑centric organization that empowers consumers and partners across the United States with innovative financing solutions. Since its inception, brighthush has grown into a trusted name in the consumer finance industry, consistently recognized for its commitment to quality service, employee development, and a culture that values collaboration, integrity, and continuous improvement.

We are currently seeking a dedicated Customer Service Specialist I to join our growing support team. In this role, you will be the first point of contact for our customers, ensuring that every interaction reflects the high standards of brighthush. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are passionate about delivering exceptional service, we invite you to become part of our mission to make financing simple, transparent, and accessible.

Key Responsibilities

• Respond promptly and professionally to inbound customer inquiries via phone, email, and chat, providing accurate information and troubleshooting assistance.
• Process routine phone payments, account updates, and transaction requests while maintaining strict adherence to security protocols.
• Guide customers through available self‑service resources, including the online portal, IVR system, and mobile app, encouraging self‑service adoption.
• Communicate account details—such as interest rates, statements, and payment schedules—clearly and concisely.
• Identify delinquent or potentially delinquent accounts, escalating issues to the appropriate departments and ensuring one‑call resolution whenever possible.
• Maintain detailed, accurate records of all customer interactions in the CRM system, ensuring data integrity and compliance with privacy regulations.
• Collaborate with cross‑functional teams (Billing, Collections, Marketing, and IT) to resolve complex customer issues and improve service processes.
• Assist with administrative tasks such as generating reports, managing email correspondence, and supporting office operations.
• Participate in new hire onboarding, providing training, shadowing, and feedback to help teammates reach their full potential.
• Adapt to changing priorities, handle high‑volume periods, and maintain composure under tight deadlines.
• Contribute to continuous improvement initiatives by sharing insights, suggesting process enhancements, and participating in quality assurance reviews.

Essential Qualifications

• Associate’s degree in Business, Finance, Communication, Marketing, or a related field, or equivalent professional experience.
• Proficient computer skills, including Microsoft Word, Excel, Outlook, and web browsers; familiarity with CRM platforms is a plus.
• Excellent verbal and written communication skills, with a polished, professional phone presence.
• Strong persuasion and negotiation abilities, capable of guiding customers toward mutually beneficial solutions.
• Ability to manage stressful conversations with tact, empathy, and diplomacy.
• Fast, accurate typing skills (minimum 45 WPM).
• Exceptional attention to detail and a commitment to data accuracy.
• Availability to work two evening shifts per week (12 pm–9 pm CST and 10 am–7 pm CST) and one Saturday shift every five weeks.

Preferred Qualifications

• Prior experience in a customer service or call center environment, preferably within finance or related industries.
• Knowledge of consumer finance products, payment processing, and account management.
• Experience with call‑center metrics, quality assurance, and performance dashboards.
• Multilingual capabilities (Spanish, French, or other languages) are highly valued.
• Demonstrated ability to work independently and as part of a team in a dynamic, fast‑paced setting.

Skills & Competencies

• Customer‑first mindset: genuinely cares about solving customer problems and enhancing their experience.
• Problem‑solving: quickly diagnoses issues and identifies effective solutions.
• Communication: conveys information clearly, both verbally and in writing.
• Adaptability: thrives in a changing environment and can pivot between tasks seamlessly.
• Time management: prioritizes responsibilities and meets deadlines consistently.
• Collaboration: works well with colleagues across departments to achieve shared goals.
• Tech‑savvy: comfortable learning new tools and systems quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist I, you will have the opportunity to:

• Progress to a Senior Specialist or Team Lead role within 12–18 months, based on performance and business needs.
• Participate in specialized training programs covering advanced product knowledge, conflict resolution, and leadership skills.
• Engage in cross‑functional projects that expose you to different facets of the business, such as Collections, Billing, or Product Development.
• Earn certifications in customer service excellence, CRM proficiency, or financial product knowledge through our internal learning platform.
• Receive regular performance feedback and coaching from experienced managers, helping you refine your skills and set career goals.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and energetic workplace. Our culture is built on:

• Transparency: Open communication channels, regular town halls, and a flat hierarchy that encourages idea sharing.
• Innovation: Continuous improvement initiatives, hackathons, and a culture that rewards creative problem‑solving.
• Work‑Life Balance: Flexible scheduling options, remote work opportunities (subject to state eligibility), and a casual dress code.
• Commitment to diversity and inclusion, ensuring every voice is heard and valued.
• Community engagement through volunteer days, charity partnerships, and employee‑led initiatives.

Compensation & Benefits

We offer a competitive hourly rate of $18.00–$19.00 per hour, commensurate with experience and performance. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Day‑one Health Benefits: Medical, dental, vision, and flexible spending options (HSA/FSA).
• 401(k) with Company Match: Enrollment available on day one, with a generous match to help you build your future.
• Paid Time Off: Vacation, sick leave, and volunteer days to support your personal and professional life.
• Paid Parental Leave: Competitive options for new parents.
• Life & Disability Insurance: Employer‑paid coverage for peace of mind.
• Well‑Being on Demand: Access to mental health resources, wellness apps, and counseling services.
• Flexible Work Environment: Options for remote work (subject to state eligibility) and a casual dress code.

Eligibility for certain benefits may vary based on employment status and length of service. Detailed information will be provided during onboarding.

Remote Work Disclaimer

brighthush offers remote positions for employees residing in the following states: AL, AR, AZ, CO, FL, GA, IL, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, and WI. Remote employees must meet all state and federal compliance requirements and adhere to brighthush’s remote work policies.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. Discrimination or harassment of any type—based on race, color, religion, age, sex, national origin, disability, genetics, veteran status, sexual orientation, gender identity, or any other protected characteristic—is strictly prohibited.

How to Apply

Ready to join a team that values your expertise and supports your growth? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

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Closing

As a Customer Service Specialist I at brighthush, you will play a pivotal role in shaping the customer experience and driving our mission forward. If you are a proactive, customer‑oriented professional eager to grow in a supportive, forward‑thinking environment, we encourage you to apply today. Join brighthush and help us deliver financing solutions that empower people and transform lives.