Customer Success Agent – Bilingual Spanish & English – Jacksonville, FL – Join brighthush’s Dynamic Call Center Team

About brighthush

At brighthush, we’re redefining the way financial services connect with people. With a mission to empower families and businesses across the United States, brighthush has grown into a trusted partner for millions of customers. Our culture is built on innovation, integrity, and an unwavering commitment to customer delight. We believe that every interaction is an opportunity to build lasting relationships, and we’re looking for passionate, bilingual professionals to join our Jacksonville, FL call center team.

Why brighthush?

• Impactful Work: Every call you handle helps a customer achieve their financial goals.
• Growth Pathways: Structured career ladders, mentorship programs, and continuous learning.
• Inclusive Culture: Diversity is at the core of our values; we celebrate different backgrounds and perspectives.
• Competitive Compensation: Base salary, performance bonuses, and comprehensive benefits.
• Work-Life Balance: Flexible scheduling, paid time off, and wellness initiatives.

Key Responsibilities

As a Customer Success Agent at brighthush, you will be the frontline advocate for our customers. Your role will involve a blend of inbound and outbound communication, problem resolution, and proactive engagement. Below is a detailed breakdown of what you’ll be doing day‑to‑day:

• Inbound & Outbound Calls: Handle a high volume of customer inquiries via phone, email, and chat, ensuring timely and accurate responses.
• Information Retrieval: Pull loan and account data from our systems to provide customers with up-to-date information.
• Issue Resolution: Diagnose and resolve customer concerns, escalating complex issues to the appropriate teams when necessary.
• Policy Communication: Explain policies, procedures, and product details in a clear, empathetic manner.
• Data Security & Confidentiality: Adhere strictly to privacy regulations and internal data protection protocols.
• Team Collaboration: Work closely with fellow agents, supervisors, and cross‑functional teams to share best practices and improve service quality.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Improvement: Participate in training sessions, provide feedback on process enhancements, and stay current with product updates.
• Attendance & Reliability: Maintain punctuality and adhere to scheduled shifts, contributing to a dependable team environment.
• Additional Duties: Perform any other related responsibilities as assigned by management.

Essential Qualifications

• High school diploma or GED equivalent.
• Fluency in both Spanish and English (written and spoken).
• 0–1 year of customer service or call center experience preferred, but not required.
• Strong communication skills with the ability to listen actively and respond thoughtfully.
• Proficiency in using computer systems, CRM platforms, and Microsoft Office Suite.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Patience, empathy, and a positive attitude toward customer interactions.
• Commitment to confidentiality and data security best practices.
• Reliable transportation to the Jacksonville, FL office (or ability to work remotely if applicable).

Preferred Qualifications

• Experience in the financial services or mortgage industry.
• Knowledge of loan products, underwriting, or credit processes.
• Previous exposure to call center metrics and quality assurance programs.
• Certifications such as Customer Service Excellence or Call Center Operations.
• Experience with bilingual customer support in a high‑volume setting.

Skills & Competencies

• Communication: Clear articulation, active listening, and persuasive storytelling.
• Problem Solving: Analytical thinking to diagnose issues and propose effective solutions.
• Adaptability: Flexibility to handle changing priorities and evolving product information.
• Teamwork: Collaboration with peers, supervisors, and cross‑functional stakeholders.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously.
• Customer‑Centric Mindset: Passion for delivering exceptional service and exceeding expectations.
• Time Management: Efficiently balancing multiple tasks while maintaining quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Success Agent, you’ll have access to a range of professional development resources:

• Onboarding Academy: Comprehensive training covering product knowledge, call center best practices, and compliance.
• Mentorship Programs: Pairing with senior agents or managers to guide your career progression.
• Skill‑Building Workshops: Regular sessions on communication, negotiation, and advanced troubleshooting.
• Career Pathways: Clear advancement tracks to roles such as Team Lead, Quality Analyst, or Customer Experience Manager.
• Leadership Development: Opportunities to lead projects, manage small teams, and influence process improvements.
• Cross‑Functional Exposure: Rotational programs in sales, underwriting, or product development to broaden your skill set.

Work Environment & Company Culture

Our Jacksonville call center is a vibrant, collaborative space where every voice matters. We foster an environment that values:

• Inclusivity: A diverse workforce that reflects the communities we serve.
• Transparency: Open communication channels between staff and leadership.
• Recognition: Regular awards, shout‑outs, and performance bonuses.
• Wellness: Onsite fitness classes, mental health resources, and flexible work arrangements.
• Community Engagement: Volunteer opportunities and charitable partnerships.

Compensation & Benefits

While specific figures may vary based on experience and role, brighthush offers a competitive compensation package that includes:

• Base Salary: Market‑competitive pay with potential for performance bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Retirement Plans: 401(k) with company match.
• Paid Time Off: Generous vacation, sick leave, and holidays.
• Professional Development: Reimbursement for relevant certifications and courses.
• Employee Assistance Program: Confidential counseling and support services.
• Employee Discounts: Savings on products, services, and partner offerings.

How to Apply

Ready to take the next step in your career and join a team that values your voice? Click the link below to submit your application and start your journey with brighthush:

Apply to this position now

Join brighthush Today!

At brighthush, we’re more than a company; we’re a community dedicated to making a difference. If you’re passionate about helping people, thrive in a fast‑paced environment, and speak both Spanish and English fluently, we want to hear from you. Bring your energy, curiosity, and commitment to excellence, and let’s build brighter futures together.