Customer Service Specialist I – Frontline Support & Digital Banking – Frankfort, KY (brighthush)

About brighthush and the Opportunity

brighthush is a leading financial institution that blends traditional banking values with cutting‑edge digital solutions. With a commitment to community growth, financial inclusion, and customer empowerment, brighthush has earned a reputation for delivering reliable, personalized service across all channels. As we expand our customer‑centric approach, we’re looking for a dedicated Customer Service Specialist I to join our vibrant team in Frankfort, KY.

In this role, you’ll be the first point of contact for thousands of customers who rely on brighthush for everyday banking, digital services, and financial guidance. Your professionalism, empathy, and problem‑solving skills will shape the customer experience and reinforce brighthush’s promise of trust and excellence.

Key Responsibilities

• Handle inbound calls and digital inquiries from a variety of queues—account questions, product information, debit card issues, digital banking support, and general service requests.
• Resolve issues within established service levels by applying training, reference materials, and best practices to provide accurate, timely solutions.
• De‑escalate and, when necessary, elevate complex situations to supervisors or specialized teams while maintaining a calm, courteous demeanor.
• Assist customers across multiple platforms (Apple, Android, web browsers, operating systems) to promote and troubleshoot digital banking services.
• Process transactions and update account information in collaboration with the appropriate business partners.
• Maintain compliance and regulatory knowledge by staying current on brighthush policies, federal regulations, and industry best practices.
• Participate in continuous improvement through weekly quality review meetings, monthly departmental briefings, and ongoing coaching sessions.
• Adhere to performance metrics—calls handled, adherence to schedule, call quality scores, ready/not‑ready times, and customer satisfaction ratings.
• Support team collaboration by sharing insights, best practices, and feedback with colleagues and supervisors.
• Accept additional duties as assigned, demonstrating flexibility and a willingness to contribute to team success.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of one year of customer service experience, preferably within a financial or banking environment.
• Minimum of one year of contact center experience or an equivalent role.
• Strong time‑management skills and the ability to multitask in a fast‑paced environment.
• Proficiency in using personal computers, mobile devices, and home networking setups to support reliable remote access.
• Excellent written and verbal communication skills, including active listening, empathy, and clear articulation of ideas.
• Ability to type quickly and accurately, and to operate standard office equipment (phones, computers, peripherals).
• Knowledge of Apple and Android ecosystems, supported web browsers, and operating systems.
• Commitment to confidentiality, professionalism, and adherence 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 troubleshooting technical issues.
• Background in compliance training and familiarity with banking regulations (e.g., BSA/AML, FDIC, OCC).
• Previous exposure to call‑center metrics and quality assurance processes.
• Demonstrated ability to build and retain customer relationships in a competitive market.
• Experience with remote work environments and self‑motivation to maintain productivity outside the office.

Skills & Competencies for Success

• Customer‑centric mindset – always putting the customer’s needs first and striving for a positive outcome.
• Problem‑solving agility – quickly diagnosing issues and identifying effective solutions.
• Adaptability – thriving amid change, learning new tools, and adjusting to evolving processes.
• Collaboration – working seamlessly with teammates, supervisors, and cross‑functional partners.
• Attention to detail – ensuring accuracy in transactions, data entry, and compliance documentation.
• Resilience under pressure – maintaining composure during high‑volume periods and challenging customer interactions.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee’s growth fuels our collective success. As a Customer Service Specialist I, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate skill development.
• Regular training sessions on new products, digital tools, and regulatory updates.
• Clear career pathways to advanced roles such as Senior Specialist, Team Lead, or Operations Manager.
• Cross‑departmental exposure, allowing you to understand the full spectrum of brighthush’s services.
• Opportunities to contribute to process improvement initiatives and innovation projects.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and continuous improvement. Our team values:

• Open communication and constructive feedback.
• Work‑life balance, supported by flexible scheduling and remote work options.
• Recognition of individual and team achievements.
• Community engagement and volunteerism initiatives.
• A commitment to ethical practices and regulatory compliance.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $17.65–$20.00, with eligibility for overtime and a $1.00/hr shift premium for work after 6:00 pm. In addition, you’ll receive:

• 17 days of paid time off (PTO) and 5 days of short‑term disability (STD).
• 11 paid holidays plus one floating holiday.
• Comprehensive health, dental, and vision coverage.
• Flexible spending accounts for health and dependent care.
• Transportation fringe benefit plan.
• Group life, long‑term disability, and optional life insurance.
• Voluntary benefits such as cancer, term & universal life, accident, short‑term disability, and critical illness policies.
• 401(k) retirement plan with employer match.

How to Apply

Ready to elevate your career and make a tangible impact on customers’ financial lives? Click the link below to submit your application and join the brighthush family.

Apply to This Job

Why brighthush?

At brighthush, you’ll find a workplace that values your expertise, supports your growth, and rewards your dedication. Join us to:

• Serve a diverse customer base with integrity and professionalism.
• Leverage cutting‑edge technology to streamline banking experiences.
• Collaborate with passionate colleagues who are committed to excellence.
• Benefit from a comprehensive rewards package that prioritizes your well‑being.
• Contribute to a mission that empowers communities and drives financial inclusion.

We look forward to welcoming you to brighthush, where your skills will shine and your career will thrive.