Dynamic Customer Retention Specialist – Driving Homeownership Success & Client Loyalty at brighthush

About brighthush

At brighthush, we believe that every homeowner deserves a seamless, empowering experience when navigating the complex world of mortgages. Our mission is to help families achieve their financial goals by providing personalized, transparent, and innovative loan solutions. With a culture rooted in integrity, collaboration, and continuous learning, brighthush is a place where your passion for customer service can truly shine.

Position Overview

As a Customer Retention Specialist at brighthush, you will serve as the vital bridge between our valued borrowers and our dedicated loan officers. Your role is to nurture relationships, identify opportunities for refinancing or new home purchases, and guide clients toward the next step in their homeownership journey—all while delivering an exceptional customer experience.

We offer a hybrid work model for candidates residing within 30 miles of Santa Ana, CA or Austin, TX (four days on site, one day remote). For those outside this radius, we welcome fully remote applicants. The position operates Monday through Friday, 8 AM–5 PM or 9 AM–6 PM Central Standard Time, with a competitive hourly rate of $17 plus performance‑based bonuses.

Key Responsibilities

• Execute 100+ outbound calls daily to engage borrowers who are eligible for refinancing or interested in purchasing a new home.
• Maintain meticulous records of lead dispositions, including transfers to brighthush loan officers and reasons for non‑transfer.
• Conduct follow‑up conversations with borrowers who are non‑responsive or have declined initial offers, building rapport and uncovering potential future needs.
• When a borrower is ready to explore refinancing or a new purchase, connect them with an active brighthush loan officer via live scheduled phone transfer or email.
• Analyze borrower interactions to identify trends and propose improvements to scripting and outreach strategies.
• Collaborate closely with the loan officer team to ensure a smooth handoff and continuous client engagement.
• Adhere to all compliance and regulatory guidelines, maintaining the highest standards of confidentiality and data security.

Essential Qualifications

• 1–2 years of experience in customer service, call center, or sales environments.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Demonstrated passion for helping customers achieve their financial goals.
• Valid U.S. work authorization and the ability to verify identity and employment eligibility.

Preferred Qualifications

• Bilingual Spanish proficiency (highly valued).
• Background in mortgage or real estate industry, or at least one year of related experience.
• General credit knowledge and familiarity with loan products.
• Experience in an office or inside customer service/call center setting.
• Some college education or higher (high school diploma or equivalent is required).

Skills & Competencies

• Customer‑Centric Mindset: Ability to empathize with borrowers and anticipate their needs.
• Communication Excellence: Clear, concise, and persuasive communication across email, chat, and phone.
• Data‑Driven Decision Making: Comfortable analyzing call logs and metrics to refine outreach strategies.
• Adaptability: Thrive in a fast‑paced environment with evolving priorities.
• Team Collaboration: Work seamlessly with loan officers, marketing, and compliance teams.
• Problem‑Solving: Quickly identify obstacles and propose actionable solutions.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Retention Specialist, you’ll have access to:

• Structured onboarding and continuous training on mortgage products, compliance, and customer engagement techniques.
• Mentorship from seasoned loan officers and senior retention managers.
• Opportunities to transition into roles such as Loan Officer, Client Success Manager, or Product Specialist.
• Regular performance reviews with clear metrics and growth pathways.
• Access to industry conferences, webinars, and certification programs.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy atmosphere. Our hybrid model encourages flexibility while promoting face‑to‑face teamwork. You’ll find:

• Open communication channels and transparent decision‑making.
• A culture that celebrates diversity, equity, and inclusion.
• Team‑building events, wellness initiatives, and community outreach projects.
• A supportive environment where your ideas are heard and valued.

Compensation & Benefits

While the base hourly rate is $17, we also offer:

• Performance‑based bonuses tied to retention metrics and borrower satisfaction.
• Health, dental, and vision insurance (for eligible employees).
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Employee assistance programs and wellness resources.
• Professional development stipend and tuition reimbursement.

Physical Demands & Work Conditions

The role requires standard office duties: sitting or standing for extended periods, occasional bending or reaching, and light lifting up to ten pounds. We provide reasonable accommodations for individuals with disabilities.

How to Apply

Ready to join a team that values your expertise and empowers you to make a real difference? Click the link below to submit your application through our secure portal. We look forward to exploring how your skills align with brighthush’s vision for customer success.

Apply to this role at brighthush

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.