Customer Support Specialist – Lending Compliance & Mortgage Regulatory Solutions (Remote) – Client Success & Technical Assistance Expert

About brighthush

At brighthush, we are a leading force in integrated risk management and compliance solutions, empowering more than 5,000 financial institutions across the United States. Recognized eight times on the Inc. 5000 Fastest Growing Companies list and consistently honored as a “Best Place to Work,” we blend rapid growth with a culture that truly values work‑life harmony. Our mission is to fortify the financial services sector through innovative technology, deep industry expertise, and a relentless commitment to client success. When you join brighthush, you become part of a vibrant community of forward‑thinking professionals who are shaping the future of lending compliance.

Why This Role Matters

The Customer Support Specialist – Lending Compliance is the frontline champion for our clients who rely on our cutting‑edge Lending Compliance platform—including HMDA, CRA, and Fair Lending modules. Your expertise will directly influence client satisfaction, regulatory adherence, and the overall reputation of brighthush as a trusted partner in the mortgage industry.

Key Responsibilities

• Deliver exceptional client service across all brighthush Lending Compliance products, ensuring timely, accurate, and courteous resolution of inquiries.
• Document every client interaction in our Help Desk tracking system (brighthush Service Cloud), escalating complex or high‑impact issues to the appropriate teams.
• Maintain a deep, working knowledge of product functionality across operating systems, networks, hardware, databases, and peripherals.
• Act as the liaison between clients and third‑party vendors, gathering specifications, creating screenshots, mapping data, and explaining program logic as needed.
• Review and interpret compliance rule sets to guarantee that brighthush solutions operate within all applicable regulatory standards.
• Partner with the Development team to ensure that compliance policies are correctly implemented in product releases.
• Analyze internal reports and analytics to confirm alignment with external banking regulations.
• Monitor software operations and procedures, proactively identifying potential compliance gaps.
• Participate in product testing initiatives, providing feedback from a client‑support perspective.
• Support Sales, Development, and Training teams with product knowledge, troubleshooting, and client communication.
• Identify trends in client issues, compile insights, and present recommendations to leadership for continuous improvement.
• Continuously expand your expertise in federal, state, and local lending regulations, including HMDA, CRA, NMLS Mortgage Call Reports, and Reg. C.

Essential Qualifications

• Minimum 3 years of experience in software support or a banking/financial‑institution environment.
• Demonstrated knowledge of mortgage compliance and regulatory frameworks (HMDA, CRA, Fair Lending, Reg. C).
• Proven ability to install, configure, and troubleshoot complex software systems.
• Excellent written and verbal communication skills, with the ability to translate technical and regulatory concepts into clear, client‑friendly language.
• Undergraduate degree preferred, or an equivalent blend of education and professional experience.

Preferred Experience & Skills

• Experience with brighthush Service Cloud (formerly known as Salesforce) or comparable case‑management platforms.
• Familiarity with Help Desk or ticketing systems in a SaaS environment.
• Strong Excel and data‑reporting capabilities, including pivot tables and advanced formulas.
• Background in software testing, release coordination, or product validation.
• Hands‑on experience with NMLS Mortgage Call Reports and related data submission processes.

Core Competencies & Skills

• Client‑centric mindset – a genuine passion for delivering service that exceeds expectations.
• Regulatory fluency – ability to stay current on evolving mortgage compliance requirements.
• Technical troubleshooting – adept at diagnosing software issues across multiple platforms.
• Time management – skillful at juggling multiple tickets, priorities, and deadlines.
• Interpersonal communication – confident speaking, writing, and presenting to diverse audiences.
• Collaboration – comfortable working cross‑functionally with developers, sales, and training teams.
• Proactive problem‑solving – identifying patterns, suggesting process enhancements, and driving improvements.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior compliance and product experts.
• Continuous learning pathways, including certifications in mortgage compliance, SaaS support, and advanced analytics.
• Opportunities to transition into specialized roles such as Compliance Analyst, Product Trainer, or Technical Account Manager.
• Quarterly “Innovation Days” where you can pitch ideas, lead projects, and influence product roadmaps.
• Cross‑departmental rotations to broaden your perspective on sales, development, and regulatory affairs.

Work Environment & Culture

brighthush fosters a fun, fast‑paced, and inclusive environment where teamwork is celebrated and every voice matters. Our remote‑first policy equips you with the tools you need—high‑performance laptops, headsets, and a stipend for home‑office setup. Regular video conferences, virtual coffee chats, and annual in‑person gatherings keep the community spirit alive.

Key cultural pillars include:

• Innovation – we encourage curiosity and reward creative solutions.
• Integrity – compliance is at the heart of everything we do.
• Empowerment – you are trusted to make decisions that benefit our clients.
• Diversity & Inclusion – a workplace where varied backgrounds drive better outcomes.
• Well‑being – mental‑health resources, flexible schedules, and a supportive leadership team.

Compensation, Perks & Benefits

While exact salary ranges are tailored to experience, you can expect a competitive base pay complemented by a performance‑based bonus structure. Our comprehensive benefits package includes:

• Medical, dental, and vision coverage (with brighthush covering a significant portion of premiums).
• Company‑paid group life insurance, short‑ and long‑term disability.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• Critical illness, cancer protection, and hospital‑choice plans (formerly offered by brighthush).
• Pet insurance to keep your furry companions covered.
• 401(k) plan with company match starting on Day 1 of employment.
• Generous paid time off (PTO) that exceeds state and local mandates, plus 11 paid holidays.
• Two paid volunteer days annually to give back to your community.
• Access to mental‑health resources, including counseling and wellness apps.
• Regular community and social events—virtual happy hours, team‑building challenges, and annual retreats.

Work Schedule & Travel

This is a full‑time, remote‑first position. Standard business hours are Monday through Friday, aligned with the appropriate time zone. Occasional evenings or weekends may be required to support critical client needs. Travel is minimal—less than 5%—and typically involves attending company conferences, team meetings, or client visits.

Commitment to Equality

brighthush is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees, regardless of race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.

How to Apply

If you are ready to make a meaningful impact on the financial services industry while advancing your career in a supportive, innovative environment, we want to hear from you. Click the link below to submit your application and join the brighthush family.

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Take the Next Step

At brighthush, your expertise will help financial institutions stay compliant, resilient, and forward‑looking. Join us, grow with us, and be part of a team that values your talent, curiosity, and dedication. Apply today and start shaping the future of lending compliance!