Customer Success Agent – Call Center Representative (Remote, Florida) – Empowering Clients with Expert Loan Support at brighthush

About brighthush

At brighthush, we’re redefining the way people experience financial services. As a leading mortgage and home‑finance provider, we combine cutting‑edge technology with a people‑first culture to help families achieve their home‑ownership dreams. Our mission is simple: deliver exceptional customer experiences that build trust, simplify complex processes, and create lasting relationships. Whether you’re a first‑time buyer, a seasoned homeowner, or a real‑estate professional, brighthush is committed to guiding you every step of the way.

We’re proud of our inclusive, collaborative environment where every team member is empowered to innovate, learn, and grow. With a focus on continuous improvement, we invest heavily in professional development, mentorship programs, and cross‑functional projects that keep our people at the forefront of the industry.

Why Join brighthush?

• Impactful Work: Every call you handle directly influences a client’s journey toward home ownership.
• Remote Flexibility: Work from the comfort of your home in Florida or Jacksonville while staying connected to a vibrant team.
• Career Growth: Clear advancement pathways from Customer Success Agent to Senior Agent, Team Lead, and beyond.
• Learning & Development: Access to online courses, certifications, and internal training modules.
• Competitive Compensation: Base salary plus performance bonuses, comprehensive benefits, and a generous paid‑time‑off policy.
• Culture of Recognition: Regular shout‑outs, peer awards, and company‑wide celebrations.

Key Responsibilities

As a Customer Success Agent at brighthush, you’ll be the frontline advocate for our clients, ensuring their questions are answered, concerns are resolved, and their experience is seamless. Your day‑to‑day duties will include:

• Handling inbound and outbound calls with professionalism and empathy.
• Providing accurate loan information, product details, and application guidance.
• Resolving client queries, troubleshooting issues, and escalating complex cases to the appropriate teams.
• Maintaining detailed, accurate records in our CRM system.
• Collaborating with cross‑functional teams (Underwriting, Sales, Compliance) to ensure a unified customer experience.
• Meeting or exceeding key performance indicators (KPIs) such as call resolution time, customer satisfaction scores, and call volume targets.
• Participating in continuous improvement initiatives, sharing feedback on process enhancements.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Strong verbal and written communication skills in English.
• Excellent multitasking ability and the capacity to manage multiple calls simultaneously.
• Basic computer literacy: comfortable navigating CRM platforms, email, and Microsoft Office suite.
• Professional demeanor, active listening skills, and a genuine desire to help others.
• Availability to work full‑time hours, including occasional evenings or weekends as needed.

Preferred Qualifications

• 1+ year of customer service or call center experience, preferably in finance or mortgage services.
• Experience with call‑center software (e.g., Genesys, Five9, or similar).
• Knowledge of mortgage products, loan processes, or real‑estate terminology.
• Previous exposure to remote work environments and self‑management tools.
• Multilingual abilities (Spanish, French, etc.) are a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to anticipate client needs and deliver proactive solutions.
• Problem‑Solving: Analytical thinking to diagnose issues and propose effective resolutions.
• Time Management: Prioritize tasks, manage call queues, and meet daily targets.
• Team Collaboration: Work seamlessly with colleagues across departments.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Attention to Detail: Accurate data entry and compliance with regulatory standards.

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:

• Structured onboarding program with mentorship from senior agents.
• Monthly skill‑building workshops covering advanced loan products, compliance updates, and customer engagement techniques.
• Internal certification tracks that can lead to roles in Sales, Underwriting, or Operations.
• Clear promotion criteria: after 12 months of consistent performance, you may qualify for a Senior Agent or Team Lead position.
• Annual performance reviews that align your career goals with company objectives.

Work Environment & Culture at brighthush

Our remote work model is built on trust, accountability, and community. You’ll enjoy:

• Flexible scheduling options to accommodate personal commitments.
• Weekly virtual team huddles to stay connected and share best practices.
• Access to a digital collaboration hub (Slack, Teams, Zoom) for real‑time communication.
• Annual virtual retreats and quarterly town‑hall meetings to celebrate wins and align on strategy.
• A culture that values transparency, diversity, and continuous learning.

Compensation, Perks, and Benefits

While specific figures may vary, brighthush offers a comprehensive package designed to support your professional and personal well‑being:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holiday schedule.
• Flexible work‑from‑home stipend for home‑office setup.
• Employee wellness program, including mental health resources.
• Tuition reimbursement for approved courses and certifications.

How to Apply

Ready to take the next step in your career and help families achieve their home‑ownership dreams? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Success team. We’re excited to learn how your passion for service and commitment to excellence can contribute to our mission.

Join brighthush today and become part of a forward‑thinking, customer‑centric organization that values growth, innovation, and community. Your journey to a rewarding career starts here.