Customer Success Agent – Call Center Representative (Full‑Time, Remote – Florida)

About brighthush

brighthush is a forward‑thinking financial services firm dedicated to empowering families across the United States to achieve the dream of homeownership. With a legacy of integrity, innovation, and community impact, we combine cutting‑edge technology with a human‑centric approach to deliver mortgage solutions that are both accessible and affordable. Our mission is simple: to make the journey to a new home as smooth, transparent, and rewarding as possible.

Operating in a dynamic industry that blends finance, technology, and customer experience, brighthush has earned a reputation for excellence in service delivery and employee satisfaction. We believe that our people are our greatest asset, and we invest heavily in their growth, well‑being, and professional development. Whether you’re a seasoned professional or just starting your career, brighthush offers a collaborative environment where your contributions matter and your potential is limitless.

Role Overview

We are seeking a highly motivated Customer Success Agent – Call Center Representative to join our remote team based in Florida. In this role, you will be the first point of contact for our valued customers, providing timely, accurate, and friendly assistance as they navigate their mortgage journey. You will play a pivotal role in ensuring customer satisfaction, resolving inquiries, and promoting our mortgage products and services.

Key Responsibilities

• Customer Interaction: Answer inbound calls and respond to emails and chat inquiries with professionalism and empathy.
• Issue Resolution: Diagnose and resolve customer concerns related to loan status, application processes, payment schedules, and general account information.
• Product Knowledge: Provide clear, concise explanations of mortgage products, eligibility criteria, and the benefits of working with brighthush.
• Data Accuracy: Enter and update customer information in our CRM system, ensuring data integrity and compliance with privacy regulations.
• Process Adherence: Follow established call scripts, escalation protocols, and quality assurance guidelines to maintain high service standards.
• Team Collaboration: Participate in daily huddles, share insights, and contribute to continuous improvement initiatives.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or GED equivalent.
• Strong verbal and written communication skills in English.
• Excellent multitasking abilities and the capacity to manage multiple concurrent calls or tasks.
• Basic computer proficiency and comfort navigating CRM and call‑center software.
• Local residency in Jacksonville, FL, or the broader Florida region (remote work is available).
• Positive attitude, resilience, and a genuine desire to help people achieve their homeownership goals.

Preferred Qualifications

• 1–2 years of customer service or call‑center experience, preferably in the finance or mortgage industry.
• Experience with call‑center metrics and quality assurance processes.
• Knowledge of mortgage terminology, loan products, and regulatory compliance.
• Proficiency in additional languages (Spanish, French, etc.) is a plus.
• Prior exposure to CRM platforms such as Salesforce, Zendesk, or similar tools.

Skills & Competencies

• Customer‑Centric Mindset: Ability to put the customer first and anticipate their needs.
• Problem‑Solving: Analytical thinking to troubleshoot issues quickly and effectively.
• Communication: Clear, concise, and persuasive verbal and written communication.
• Time Management: Prioritize tasks and maintain productivity in a fast‑paced environment.
• Adaptability: Thrive in a constantly evolving industry and embrace new technologies.
• Team Player: Collaborate with colleagues across departments to deliver seamless service.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater responsibility and impact. As a Customer Success Agent, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions covering mortgage products, compliance updates, and advanced customer‑service techniques.
• Clear career pathways into senior customer‑success roles, team leadership, or cross‑functional positions such as Sales, Operations, or Product Management.
• Opportunities to participate in internal projects, process improvement initiatives, and innovation labs.
• Access to industry conferences, webinars, and certification programs to enhance your professional credentials.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Even though this role is remote, you will feel part of a vibrant community through:

• Weekly virtual team meetings and monthly town‑halls.
• Digital collaboration tools (Slack, Microsoft Teams, Zoom) that keep communication fluid.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Employee resource groups and community outreach initiatives that give back to the neighborhoods we serve.
• Flexible scheduling options to support work‑life balance.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction and productivity metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and a generous parental leave policy.
• Employee assistance programs, wellness resources, and mental‑health support.
• Professional development stipend and tuition reimbursement for relevant courses.

How to Apply

Ready to make a difference in people’s lives while advancing your career? Submit your application through our careers portal or click the link below to apply directly:

Apply to this job at brighthush

Closing Statement

At brighthush, we believe that every call is an opportunity to build trust, solve problems, and help families step into their future homes. If you are passionate about customer service, eager to learn about the mortgage industry, and ready to thrive in a supportive, growth‑oriented environment, we invite you to join our team. Together, we can transform the way people experience homeownership.