Customer Support Specialist – Tax & Financial Services – 24/7 Help Desk & Client Success

About brighthush

brighthush has been a trusted name in the financial services industry since 1955, delivering reliable installment loans and comprehensive income‑tax preparation solutions to communities across the country. Our mission is simple: to be good stewards of the neighborhoods we serve, offering personalized, trustworthy assistance that empowers individuals and families to achieve financial stability. With a network of conveniently located branches and a dedicated team of professionals, brighthush is committed to fostering a culture of integrity, continuous learning, and community impact.

Why Join brighthush?

At brighthush, we believe that every employee’s career journey is unique. We invest heavily in training, mentorship, and career‑development programs that help you grow from a frontline support specialist into a seasoned tax and financial services professional. Whether you’re just starting out or looking to deepen your expertise, brighthush offers a supportive environment where your contributions are recognized, your ideas are valued, and your growth is a priority.

Key Responsibilities

As a Customer Support Specialist, you will be the first line of assistance for our branch employees and supervisors. Your role will involve a blend of technical support, tax knowledge, and administrative precision. Below is a detailed breakdown of what you’ll be doing on a day‑to‑day basis:

• Training & Onboarding: Complete an intensive, multi‑modal training program that includes classroom instruction, online modules, and hands‑on software practice. This foundation will equip you to handle complex tax and financial queries with confidence.
• Help Desk Operations: Provide telephone and e‑mail support to branch staff and supervisors, addressing inquiries related to tax law, tax software, tax forms, signature and dating requirements, bank product paperwork, and other administrative tasks.
• Call Management: Log all incoming and outgoing calls in the Help Desk system, ensuring accurate records and timely follow‑ups.
• Tax Return Assistance: Guide branch personnel through the preparation of individual federal and state income tax returns using Drake Tax Software. Review scanned forms for data accuracy and completeness.
• Document Validation: Utilize KOFAX, OnBase, and Home Office systems to validate compliance documents (IRS, state, and bank product forms). Communicate with branches to correct any deficiencies and ensure all paperwork meets required standards.
• Refund & Advanced Return Processing: Review and clear returns with large refund amounts. Assist in preparing and clearing returns that include itemized deductions, self‑employment income, capital gains, rental or royalty income, farm income, and other specialized items.
• Audit Support: Conduct random internal audits of specific return types, paperwork, and IRS due‑diligence requirements. Assist with random bank audits and ensure compliance with all regulatory standards.
• Bank Product & Disbursement Management: Process various bank product offerings and disbursements, including debit cards and check printing.
• RePay & Tax Prep Collections: Dial‑in to branches to provide assistance with RePay payments, PTIN applications/renewals, and tax return printing.
• Field Training & Knowledge Sharing: Review training materials, coordinate printing and shipping of resources, assist in live webinars, and monitor the Learn Center to keep field personnel up‑to‑date.
• Supervisor & Seasonal Support: Provide guidance to 1040 Tax Processing Supervisors and help seasonal or temporary staff with common questions and procedural clarifications.
• Special Projects: Participate in ad‑hoc initiatives as requested by management, contributing to process improvements and new service offerings.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in accounting, finance, or a related field is a plus.
• Strong knowledge of U.S. federal and state tax laws, tax software (particularly Drake Tax), and IRS compliance requirements.
• Proficiency in Microsoft Word, Excel, and data entry; comfortable navigating multiple software platforms.
• Excellent written and verbal communication skills, with a keen eye for grammatical accuracy and clerical formatting.
• Analytical mindset with the ability to solve problems quickly and efficiently in a fast‑paced environment.
• Flexibility to work a variable schedule, including extended hours and Saturdays, to meet branch needs.
• PTIN (Pre‑Tax Identification Number) required; bookkeeping or math background is advantageous.
• Strong organizational skills, attention to detail, and a courteous, customer‑centric attitude.

Preferred Qualifications

• Experience in a tax preparation or financial services support role.
• Familiarity with KOFAX, OnBase, or similar document‑validation systems.
• Knowledge of bank product offerings and disbursement processes.
• Prior experience conducting internal audits or compliance reviews.
• Demonstrated ability to train and mentor junior staff or field personnel.

Core Skills & Competencies

• Technical Proficiency: Mastery of tax software, document‑validation tools, and help desk platforms.
• Customer Service Excellence: Ability to handle inquiries with empathy, clarity, and professionalism.
• Problem‑Solving: Quick identification of issues and implementation of effective solutions.
• Attention to Detail: Meticulous review of forms, data entry, and compliance documentation.
• Time Management: Prioritizing tasks in a high‑volume environment while maintaining accuracy.
• Collaboration: Working seamlessly with branch staff, supervisors, and cross‑functional teams.
• Adaptability: Thriving in a dynamic setting with evolving processes and regulatory changes.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Customer Support Specialist, you can progress to roles such as:

• Senior Tax Support Analyst
• Tax Compliance Manager
• Help Desk Team Lead
• Training & Development Coordinator
• Process Improvement Specialist
• Branch Operations Manager

We provide ongoing professional development through:

• Certified Tax Professional (CTP) and IRS‑approved training programs.
• Leadership workshops and mentorship initiatives.
• Access to industry conferences, webinars, and continuing education credits.
• Internal knowledge‑sharing forums and cross‑departmental projects.

Work Environment & Company Culture

brighthush prides itself on a collaborative, inclusive, and community‑focused culture. Our employees enjoy:

• A supportive team atmosphere where ideas are welcomed and feedback is constructive.
• Regular team‑building events, volunteer opportunities, and community service projects.
• A flexible work environment that balances in‑office presence with remote or hybrid options where appropriate.
• Recognition programs that celebrate milestones, innovation, and exceptional customer service.

Compensation, Perks & Benefits

While specific salary ranges vary by location and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your skill set.
• Performance‑based bonuses and profit‑sharing opportunities.
• Comprehensive health, dental, and vision insurance plans with minimal employee cost.
• Life insurance, short‑term and long‑term disability coverage.
• 401(k) retirement plan with company matching contributions.
• Paid sick leave, holidays, and vacation time.
• Employee assistance programs, wellness initiatives, and tuition reimbursement for relevant courses.
• Regular team outings, holiday celebrations, and community service days.

How to Apply

Ready to take the next step in your career? Join brighthush and become part of a team that values integrity, growth, and community impact. Submit your application through our careers portal or contact our recruiting team for more information. We look forward to hearing how you can contribute to our mission of empowering families and businesses across the nation.

Background Check & Eligibility

All candidates will undergo a background check focused on convictions directly related to the duties of this role. Only job‑related convictions will be considered, and they will not automatically disqualify a candidate.

Thank you for considering a career with brighthush. We’re excited to explore the possibilities with you!