Experienced Bilingual Customer Success Specialist – Spanish & English – Remote Call Center Agent – Delivering Exceptional Service & Client Advocacy

About brighthush

brighthush is a forward‑thinking financial services organization that empowers people to achieve their dreams through innovative mortgage solutions, personalized customer care, and a culture of integrity. With a growing footprint across the southeastern United States, brighthush is dedicated to delivering a seamless, secure, and supportive experience for every client. Our mission is simple: to make homeownership accessible, transparent, and rewarding.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that values collaboration, continuous learning, and a passion for excellence. We believe that great customer service starts with great people, and we invest heavily in our agents’ professional growth. Whether you’re a seasoned call‑center veteran or just starting your career, brighthush offers a supportive environment where your voice matters and your career can flourish.

Position Overview

As a Bilingual Customer Success Specialist, you will serve as the primary point of contact for Spanish‑ and English‑speaking clients, ensuring they receive timely, accurate, and empathetic support throughout their mortgage journey. You will work remotely, collaborating with cross‑functional teams to resolve inquiries, provide product education, and drive customer satisfaction metrics that align with brighthush’s high standards.

Key Responsibilities

• Handle inbound and outbound calls, emails, and chat inquiries in both Spanish and English, maintaining a professional and courteous tone.
• Provide comprehensive product knowledge, explaining mortgage options, application processes, and eligibility criteria to clients.
• Resolve customer issues efficiently, escalating complex cases to the appropriate departments while ensuring a smooth handoff.
• Track and document all interactions in the CRM system, ensuring data accuracy and compliance with regulatory standards.
• Monitor key performance indicators (KPIs) such as first‑contact resolution, average handling time, and customer satisfaction scores, striving to exceed targets.
• Collaborate with the Sales, Underwriting, and Compliance teams to gather necessary information and expedite client approvals.
• Participate in ongoing training sessions to stay current on product updates, industry trends, and best practices in customer service.
• Contribute to continuous improvement initiatives by identifying recurring issues and proposing process enhancements.
• Maintain a high level of professionalism and confidentiality, adhering to all company policies and regulatory requirements.
• Support the development of multilingual knowledge bases and FAQs to empower clients and reduce repetitive inquiries.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Finance, or a related field, or equivalent work experience.
• Minimum of 2 years of experience in a call center or customer support role, preferably within the financial services or mortgage industry.
• Fluent in both Spanish and English, with excellent verbal and written communication skills in each language.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Demonstrated commitment to delivering exceptional customer experiences.
• Reliable high‑speed internet connection and a quiet, dedicated workspace for remote work.
• Valid U.S. work authorization.

Preferred Qualifications

• Experience in mortgage or loan processing, with knowledge of underwriting, credit, and regulatory compliance.
• Certification in Customer Service Excellence or a related field.
• Experience with data analysis tools (e.g., Excel, Power BI) to track and report on performance metrics.
• Knowledge of Spanish‑speaking markets and cultural nuances that influence client expectations.
• Previous experience working in a remote or distributed team environment.

Core Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both languages.
• Technical Proficiency: Comfortable navigating multiple software systems and troubleshooting basic technical issues.
• Adaptability: Ability to adjust to changing priorities and new processes quickly.
• Team Collaboration: Willingness to share insights and support colleagues across departments.
• Customer‑Centric Mindset: Passion for understanding client needs and delivering tailored solutions.
• Time Management: Efficiently balancing multiple tasks while meeting deadlines.
• Analytical Thinking: Ability to interpret data and identify trends that inform service improvements.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustainable success. As a Bilingual Customer Success Specialist, you will have access to a wealth of learning resources, including:

• Structured onboarding programs that cover product knowledge, compliance, and customer service best practices.
• Monthly skill‑building workshops on topics such as advanced communication, conflict resolution, and data analytics.
• Mentorship pairing with senior agents and managers to guide your professional development.
• Clear career pathways that can lead to roles such as Team Lead, Customer Success Manager, or Product Specialist.
• Access to industry conferences and webinars to stay ahead of mortgage trends and regulatory changes.

Work Environment & Company Culture

brighthush fosters a culture that values transparency, innovation, and work‑life balance. Even though you’ll be working remotely, you’ll feel connected through:

• Weekly virtual team huddles to share updates, celebrate wins, and discuss challenges.
• Monthly all‑hands meetings where leadership shares company vision and strategic goals.
• Open‑door communication channels that encourage feedback and idea sharing.
• Recognition programs that reward outstanding performance and customer impact.
• Inclusive initiatives that celebrate diversity, equity, and inclusion across all levels of the organization.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote call‑center agents.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans with options for family coverage.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Flexible work schedule to accommodate personal commitments.
• Professional development stipend for courses, certifications, or conferences.
• Employee assistance program for mental health and well‑being support.
• Technology stipend to ensure you have the necessary hardware and software for remote work.

How to Apply

If you are passionate about helping people achieve their homeownership dreams and thrive in a fast‑paced, customer‑centric environment, we want to hear from you. Submit your resume and a brief cover letter outlining your experience with bilingual customer service and why you’re excited about the opportunity at brighthush.

Join brighthush Today

Become part of a forward‑thinking organization that is redefining the mortgage experience. Your bilingual skills, dedication to service, and drive for excellence will help shape the future of homeownership for countless families. Apply now and start your journey with brighthush—where your career and the lives of our clients intersect.