Customer Support Specialist – Bilingual English & Spanish – Remote Financial Coaching & Coaching Coordination

Welcome to brighthush: Empowering Financial Confidence, One Conversation at a Time

At brighthush, we believe that financial well‑being is a cornerstone of personal empowerment. With more than 25 years of experience in the financial wellness arena, brighthush partners with employers, educational institutions, and community organizations to deliver tailored coaching, educational resources, and digital tools that help individuals move from uncertainty to confidence. Our mission is simple: to give people the knowledge, skills, and support they need to make informed money decisions and build a brighter financial future.

As a growing, mission‑driven organization, brighthush is looking for a passionate, bilingual Customer Support Specialist to join our Remote Financial Coaching team. If you thrive in a fast‑paced, high‑volume environment, love helping people, and are fluent in both English and Spanish, we want to hear from you.

Position Overview: Financial Success Coordinator (FSC)

The Financial Success Coordinator is the first touchpoint for members seeking financial coaching and support. In this role, you will:

• Serve as the primary point of contact for members via inbound and outbound phone calls, email, and other digital channels.
• Guide members through our coaching journey, ensuring they understand available services, identify their needs, and connect with the right coach or resource.
• Schedule, reschedule, and manage coaching appointments while maintaining impeccable accuracy and adherence to service standards.
• Provide ongoing support throughout the member experience, from initial contact to post‑coaching follow‑up.

Because this is a high‑volume, fast‑paced contact center role, you will need to juggle multiple interactions efficiently while delivering a consistently welcoming and professional experience.

Key Responsibilities

• High‑Volume Call Management: Handle a large number of inbound and outbound member calls each shift, ensuring each interaction is friendly, efficient, and solution‑oriented.
• Email & Digital Support: Respond promptly to member emails, chat messages, and service requests throughout the day.
• Member Onboarding: Welcome new members, explain the coaching process, and set clear expectations for what they can expect from their financial journey.
• Ask thoughtful, open‑ended questions and actively listen to uncover members’ financial goals, challenges, and reasons for contacting brighthush.
• Resource Matching: Connect members with the appropriate financial coach, service, or digital resource based on their unique needs.
• Appointment Coordination: Schedule, reschedule, and confirm coaching appointments, ensuring all details are captured accurately in our CRM.
• Queue & Callback Management: Support call‑queue processes to ensure members receive timely assistance and follow‑up.
• Outbound Engagement: Conduct proactive follow‑up calls to encourage engagement, gather feedback, and promote additional resources.
• Member Education: Assist members with registration, platform access, and general questions about brighthush services and digital tools.
• Documentation: Maintain accurate, up‑to‑date member records, call notes, appointment details, and other required documentation.
• Team Collaboration: Coordinate with financial coaches and internal teams to ensure smooth handoffs and continuity of service.
• Issue Resolution: Resolve routine member questions and service issues, escalating more complex matters when necessary.
• Privacy & Compliance: Protect member privacy and confidentiality, following all applicable policies and procedures.
• Performance Standards: Meet or exceed contact center metrics for availability, productivity, quality, accuracy, attendance, and member satisfaction.
• Continuous Improvement: Participate in ongoing training, coaching sessions, team meetings, and quality‑improvement initiatives.
• Additional Duties: Perform other related tasks as assigned to support the team and organization.

Essential Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of experience in customer service, member services, call center, scheduling, or a related role.
• Fluent in English and Spanish (both written and verbal).
• Strong verbal communication and active‑listening skills.
• Comfortable spending a significant portion of the workday interacting with members by telephone.
• Ability to manage a high volume of inbound and outbound calls, emails, and messages while maintaining professionalism and accuracy.
• Customer‑service orientation with patience, empathy, and professionalism.
• Excellent organizational, time‑management, and follow‑through skills.
• Strong attention to detail and accurate data‑entry skills.
• Ability to navigate multiple systems and applications while communicating with members.
• Comfortable using CRM, scheduling, phone, email, and other contact center technology.
• Quick learner who can master new systems, processes, and procedures.
• Self‑motivated and able to work independently in a remote environment while staying engaged and accountable to the team.
• Ability to handle confidential and sensitive member information appropriately.

Preferred Qualifications

• Previous experience in a contact center or call center environment.
• Experience working with performance metrics such as call quality, productivity, schedule adherence, and customer satisfaction.
• Familiarity with CRM, workforce scheduling, or contact center software.
• Associate’s or bachelor’s degree in business, communications, finance, or a related field.
• Experience in financial services, employee benefits, healthcare, wellness, or another service‑oriented environment.

Skills & Competencies for Success

• Communication Excellence: Clear, concise, and empathetic communication in both English and Spanish.
• Problem‑Solving: Ability to assess member needs quickly and recommend appropriate solutions.
• Adaptability: Thrive in a dynamic environment with shifting priorities.
• Technology Proficiency: Comfortable with multiple digital tools and platforms.
• Team Player: Collaborate effectively with coaches, managers, and cross‑functional teams.
• Data Integrity: Maintain meticulous records and uphold data privacy standards.
• Continuous Learning: Eager to expand knowledge of financial wellness and customer service best practices.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Financial Success Coordinator, you will:

• Gain deep expertise in financial coaching, wellness, and employee benefits.
• Develop advanced customer‑service and operational skills that are transferable across industries.
• Participate in mentorship programs and leadership development tracks.
• Earn certifications in financial wellness, coaching, or customer‑experience management.
• Advance into roles such as Senior FSC, Team Lead, or Program Manager within the Financial Coaching division.

Work Environment & Company Culture

brighthush is a fully remote organization that values flexibility, collaboration, and innovation. Our culture is built on:

• Mission‑Driven Purpose: Every interaction contributes to our goal of empowering financial confidence.
• Inclusive Community: We celebrate diversity and foster an environment where all voices are heard.
• Transparent Communication: Regular town halls, team check‑ins, and open‑door leadership.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and wellness resources.
• Recognition & Rewards: Performance bonuses, spot awards, and public acknowledgment of achievements.

Compensation & Benefits

Competitive hourly rate starting at $18 per hour, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Health, dental, and vision insurance (for eligible employees).
• Retirement savings plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and access to online learning platforms.
• Employee assistance program and mental‑health resources.
• Remote‑work stipend to support home‑office setup.
• Regular performance reviews and career‑path discussions.

How to Apply

Ready to make a real difference in people’s financial lives? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Financial Success Coordinator role at brighthush. We’re excited to learn how your skills and passion align with our mission.

Join brighthush – Where Your Voice Matters and Your Impact is Tangible

As a member of the brighthush team, you’ll be at the forefront of a movement that transforms financial anxiety into confidence. You’ll work with a talented, diverse group of professionals who are committed to learning, growth, and service excellence. If you’re ready to bring your bilingual communication skills, customer‑service expertise, and passion for financial wellness to a role that truly matters, we encourage you to apply today.

We look forward to welcoming you to brighthush, where every conversation helps build a brighter, more secure future for our members.