Dedicated Customer Service Specialist – Bankcard Support & Policy Resolution – Remote (Virginia & Florida) – Join brighthush

About brighthush

brighthush is a forward‑thinking financial services organization that empowers customers to navigate complex banking and credit card landscapes with confidence and ease. With a mission to deliver exceptional, personalized service, brighthush has grown into a trusted partner for millions of consumers across the United States. Our culture is built on integrity, innovation, and a relentless focus on customer satisfaction. We believe that every interaction is an opportunity to create lasting value, and we invest heavily in technology, training, and employee well‑being to make that vision a reality.

Role Overview

As a Bankcard Customer Service Specialist at brighthush, you will be the frontline advocate for our cardholders, ensuring that every call, chat, or email is handled with professionalism, empathy, and efficiency. You will work remotely from either the Richmond or Lakeland office, serving customers in Virginia and Florida. This entry‑level position is ideal for individuals who thrive in fast‑paced environments, possess strong communication skills, and are passionate about solving problems for real people.

Key Responsibilities

• Customer Inquiry Management: Respond promptly to inbound and outbound customer requests via phone, email, and live chat, providing accurate information about account balances, transaction details, and card features.
• Policy Issue Resolution: Apply company policies and procedures to resolve disputes, unauthorized charges, and billing errors, ensuring compliance with regulatory standards.
• Record Maintenance: Accurately document all customer interactions in the PeopleSoft and CRM systems, maintaining up‑to‑date records for audit and quality purposes.
• Cross‑Functional Collaboration: Work closely with fraud, billing, and technical support teams to expedite issue resolution and enhance the customer experience.
• Continuous Improvement: Participate in regular training sessions and provide feedback on process enhancements to improve service quality and operational efficiency.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handling time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; college coursework in business, communications, or a related field is a plus.
• Minimum of 2 years of customer service or call center experience, preferably in the financial services or banking sector.
• Excellent verbal and written communication skills in English.
• Strong customer‑service mindset with a genuine desire to help and a calm, solution‑oriented approach.
• Proficiency with PeopleSoft, CRM platforms, and Microsoft Office Suite.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Residency in Virginia or Florida with the flexibility to commute to the Richmond or Lakeland office as required.

Preferred Qualifications

• Experience with credit card or banking products, including fraud detection and dispute resolution.
• Knowledge of regulatory compliance frameworks such as PCI DSS, GLBA, or FDIC guidelines.
• Multilingual capabilities (Spanish, French, or other languages) to serve a diverse customer base.
• Previous exposure to remote work environments and familiarity with virtual collaboration tools.
• Certifications in customer service excellence or financial compliance.

Skills & Competencies

• Communication: Clear, concise, and courteous communication across multiple channels.
• Problem Solving: Ability to analyze complex issues and devise effective solutions quickly.
• Attention to Detail: Meticulous record‑keeping and adherence to policy guidelines.
• Time Management: Efficiently juggle multiple tasks while meeting strict deadlines.
• Team Collaboration: Willingness to collaborate with cross‑functional teams to achieve shared goals.
• Adaptability: Comfortable with evolving processes, new technologies, and changing customer needs.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a potential leader. As a Customer Service Specialist, you will have access to a structured career ladder that includes:

• Professional Development Programs: Quarterly workshops on advanced customer engagement, product knowledge, and regulatory updates.
• Mentorship Initiatives: Pairing with senior team members to gain insights into career progression and industry trends.
• Internal Mobility: Opportunities to transition into roles such as Fraud Analyst, Billing Specialist, or Customer Experience Manager.
• Leadership Training: Pathways to supervisory or managerial positions for high performers.

Our commitment to continuous learning ensures that you will stay ahead of industry developments and broaden your skill set beyond the initial role.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and supportive work environment. Key cultural pillars include:

• Employee Well‑Being: Flexible remote work arrangements, mental health resources, and wellness programs.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with initiatives that celebrate cultural differences.
• Transparent communication from leadership, ensuring that every team member feels heard and valued.
• Recognition programs that celebrate achievements, both big and small.

Compensation & Benefits

While the base salary for this role ranges from USD 34,320 – 34,320 per year, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Health & Wellness: Medical, dental, and vision insurance plans with competitive premiums.
• Retirement Planning: 401(k) with company match to help secure your future.
• Paid Time Off: Generous vacation, sick leave, and personal days to maintain work‑life balance.
• Professional Development: Reimbursement for relevant certifications, courses, and conferences.
• Employee Assistance Program: Confidential counseling and support services.
• Technology Stipend: Home office equipment allowance to ensure a productive remote workspace.

How to Apply

Ready to make a difference in the lives of our cardholders? Submit your application through the link below and join a team that values innovation, integrity, and impact.

Apply to this position at brighthush

Why brighthush?

At brighthush, you will not only grow your career but also become part of a mission‑driven organization that places customer trust at its core. We empower our employees with the tools, training, and support needed to excel in a dynamic industry. If you are a motivated, customer‑centric professional looking to start or advance your career in financial services, brighthush is the place for you.