Experienced Bankcard Customer Service Representative – Multi‑Channel Support & Claims Management – Remote (Virginia & Florida) – brighthush

About brighthush

brighthush is a forward‑thinking financial services organization that has been redefining the way consumers interact with banking products for over a decade. With a focus on innovation, customer‑centricity, and operational excellence, brighthush has built a reputation for delivering reliable, secure, and personalized banking solutions to millions of customers across the United States. As part of our commitment to creating a more inclusive and accessible financial ecosystem, we are expanding our customer service footprint and inviting talented individuals to join our dynamic team in Virginia and Florida. Whether you are a seasoned professional or just starting your career in customer service, brighthush offers a vibrant, collaborative environment where your contributions directly impact the lives of our customers and the success of our organization.

Why Join brighthush?

At brighthush, we believe that great customer service is the cornerstone of lasting relationships. Our culture is built on transparency, continuous learning, and a shared passion for solving real‑world problems. As a member of our Bankcard Customer Service team, you will have the opportunity to work with cutting‑edge technology, collaborate with cross‑functional teams, and grow your career in a supportive, inclusive environment. We value diversity, encourage innovation, and reward excellence—both in the work you do and the impact you create.

Key Responsibilities

• Customer Interaction: Serve as the first point of contact for bankcard holders via phone, email, and live chat, ensuring a seamless, friendly, and professional experience.
• Policy & Product Knowledge: Provide accurate information on card policies, benefits, and troubleshooting procedures, and guide customers through the use of our digital banking tools.
• Claims & Dispute Management: Assist customers in filing and tracking claims, resolve disputes, and coordinate with the claims team to expedite resolution.
• Multi‑Channel Support: Manage inquiries across multiple platforms (PeopleSoft, CRM, and proprietary systems) while maintaining high data integrity and compliance with regulatory standards.
• Process Improvement: Identify recurring issues, propose solutions, and collaborate with product and technology teams to enhance service workflows.
• Team Collaboration: Participate in daily huddles, share best practices, and mentor new hires to foster a culture of continuous improvement.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years of customer service or call center experience, preferably in the financial services sector.
• Strong verbal and written communication skills in English, with the ability to explain complex concepts in a clear, concise manner.
• Proficiency in using CRM platforms (e.g., PeopleSoft) and a willingness to learn new software tools.
• Excellent multitasking abilities, with a proven track record of managing multiple priorities in a fast‑paced environment.
• Resides in Virginia or Florida, or is willing to commute to the Richmond or Lakeland offices.
• Valid driver’s license and reliable transportation (if required for occasional on‑site visits).

Preferred Qualifications

• Experience working with bankcard products, credit card services, or related financial instruments.
• Knowledge of regulatory compliance standards such as PCI DSS, GDPR, or CCPA.
• Previous exposure to claims processing or dispute resolution workflows.
• Fluency in a second language (Spanish, French, or Mandarin) is a plus.
• Demonstrated ability to work independently and as part of a cross‑functional team.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help customers achieve their financial goals.
• Analytical Thinking: Ability to assess situations quickly, identify root causes, and propose effective solutions.
• Adaptability: Comfortable navigating changing priorities, new technologies, and evolving customer expectations.
• Attention to Detail: Commitment to accuracy in data entry, documentation, and compliance adherence.
• Team Player: Strong interpersonal skills, collaborative spirit, and a willingness to support colleagues.
• Time Management: Efficiently balance multiple tasks while maintaining high quality and meeting deadlines.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to a comprehensive learning platform that includes:

• On‑boarding modules covering product knowledge, compliance, and customer service best practices.
• Regular workshops and webinars led by industry experts on emerging trends in banking and customer experience.
• Mentorship programs pairing you with seasoned professionals to guide your career trajectory.
• Clear promotion pathways from Customer Service Representative to Senior Specialist, Team Lead, or Manager roles.
• Opportunities to cross‑train in related areas such as fraud prevention, risk management, or digital banking support.

Work Environment & Company Culture

brighthush prides itself on fostering an inclusive, collaborative, and innovative workplace. Key cultural pillars include:

• Flexibility: Remote work options with flexible scheduling to support work‑life balance.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Recognition & Rewards: Regular recognition programs, performance bonuses, and employee appreciation events.
• Community Engagement: Volunteer opportunities and corporate social responsibility initiatives that allow employees to give back.
• Well‑being Support: Access to mental health resources, wellness programs, and employee assistance plans.

Compensation & Benefits

Base Salary: USD 34,320 – 34,320 per year (competitive within the industry for entry‑level positions). Benefits Package:

• Generous paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Health, dental, and vision insurance plans.
• Life and disability coverage.
• Employee assistance program (EAP) for mental health and counseling.
• Professional development stipend and tuition reimbursement.
• Employee discount program on brighthush products and partner services.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a fast‑paced environment, and want to grow your career with a forward‑thinking financial services leader, we encourage you to apply today. Join brighthush and help shape the future of banking while making a tangible difference in the lives of our customers.