Experienced Bilingual Financial Customer Associate – Client Relations & Retirement Support – Merrimack, Massachusetts – Join brighthush

About brighthush

brighthush has been a trailblazer in the financial services arena for over three decades, redefining how individuals and families approach their financial futures. With a steadfast commitment to integrity, innovation, and customer‑centric solutions, brighthush empowers millions of clients across the United States and beyond to achieve their financial dreams. Our mission is simple yet profound: to make financial well‑being accessible, understandable, and attainable for everyone. At brighthush, we believe that the best way to build a brighter future is by investing in the people who help our clients navigate their financial journeys.

Our culture is built on collaboration, continuous learning, and a deep respect for diversity. We celebrate the unique perspectives that each team member brings, and we foster an environment where curiosity is encouraged and ideas are turned into action. Whether you’re a seasoned professional or just starting your career, brighthush offers a platform for growth, impact, and meaningful contribution.

Why This Role Matters

As a Bilingual Financial Customer Associate (FCA) at our Merrimack site, you will be the frontline of trust and support for our clients. Your work will directly influence the financial well‑being of thousands of people, helping them feel confident, make informed decisions, and reach their long‑term goals. From answering questions about 401(k) balances to guiding clients through loan options, you’ll be the trusted advisor who turns complex financial concepts into clear, actionable steps.

This role is a launchpad for a rewarding career in financial services—no prior finance background is required, only a passion for helping others and a commitment to continuous learning. Your success here will open doors to advanced roles in client relations, compliance, product development, and beyond.

Key Responsibilities

• Client Interaction: Handle inbound calls, emails, and digital inquiries from a diverse client base, providing clear, accurate, and empathetic assistance.
• Account Management: Assist with account maintenance tasks such as updating personal information, processing account changes, and troubleshooting basic technical issues.
• 401(k) Expertise: Educate clients on their retirement plans, answer questions about balances, contributions, withdrawals, and loan options, and guide them toward optimal decisions.
• Problem Resolution: Identify client pain points, collaborate with cross‑functional teams, and drive to a satisfactory resolution while maintaining compliance with regulatory standards.
• Training & Development: Participate in a 14‑week onboarding cohort that blends classroom learning, live call practice, and mentorship to build your expertise.
• Team Collaboration: Engage in team meetings, share best practices, and contribute to a culture of continuous improvement.
• Well‑Being & Coaching: Take advantage of scheduled well‑being sessions and career coaching to grow both personally and professionally.
• Data Integrity: Ensure all client interactions are accurately recorded in our CRM system, maintaining high data quality standards.
• Compliance Adherence: Follow all internal policies and external regulations (e.g., FINRA, ERISA) to protect client information and uphold the company’s reputation.
• Performance Metrics: Meet or exceed key performance indicators such as call handling time, customer satisfaction scores, and resolution rates.

Essential Qualifications

• Minimum of 1 year of customer service experience in a fast‑paced environment.
• High school diploma or GED; college coursework is a plus but not required.
• Fluency in English and at least one additional language (Spanish, French, Mandarin, etc.) is mandatory.
• Strong communication skills—both verbal and written—with the ability to explain complex concepts in simple terms.
• Proficiency in navigating and troubleshooting basic technology platforms (desktop, mobile, and web).
• Empathy, professionalism, and a genuine desire to help clients succeed.
• Adaptability and flexibility to thrive in a hybrid work model that includes onsite and remote days.
• Self‑motivated, team‑oriented, and eager to learn new skills.

Preferred Qualifications

• Experience in the financial services industry or with retirement products.
• Knowledge of 401(k) plan structures, contribution rules, and withdrawal procedures.
• Previous exposure to compliance‑heavy environments (e.g., FINRA, ERISA).
• Certifications such as Certified Customer Service Professional (CCSP) or related credentials.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and knowledge bases.

Skills & Competencies

• Customer‑First Mindset: Prioritize client satisfaction and build lasting relationships.
• Analytical Thinking: Quickly assess client needs and determine the best course of action.
• Tech Savvy: Comfortable using CRM systems, knowledge bases, and basic troubleshooting tools.
• Time Management: Balance multiple tasks while meeting performance metrics and quality standards.
• Collaboration: Work effectively with colleagues across departments to resolve client issues.
• Resilience: Maintain composure under pressure and turn challenges into learning opportunities.
• Adaptability: Thrive in a dynamic environment with evolving processes and client needs.
• Communication: Convey information clearly and concisely, both verbally and in writing.

Career Growth & Learning Opportunities

At brighthush, we view every associate as a future leader. Your journey as an FCA will open doors to:

• Advanced training in retirement planning, investment strategies, and financial advisory services.
• Mentorship programs that pair you with senior professionals for guidance and career mapping.
• Internal mobility into roles such as Client Relationship Manager, Compliance Analyst, or Product Specialist.
• Access to industry conferences, webinars, and certifications that enhance your skill set.
• Performance‑based promotions and recognition programs that reward excellence.
• Opportunities to lead projects, contribute to product development, and influence company strategy.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, collaboration, and innovation. Our Merrimack site offers a modern, open‑plan workspace equipped with state‑of‑the‑art technology. We embrace a hybrid model: you’ll work onsite one week per month (Monday‑Friday) and enjoy the flexibility of remote days that fit your personal and professional needs.

Key cultural highlights include:

• Inclusive Team Dynamics: Celebrate diversity in all its forms and create a safe space for open dialogue.
• Continuous Learning: Access to internal workshops, e‑learning modules, and external courses.
• Well‑Being Initiatives: Scheduled well‑being sessions, mindfulness workshops, and health resources.
• Community Engagement: Volunteer opportunities and partnerships with local charities.
• Recognition & Rewards: Peer‑to‑peer recognition programs and annual awards.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Flexible work arrangements and hybrid scheduling.
• Professional development budget and tuition reimbursement.
• Employee assistance programs and mental health resources.
• Company‑wide wellness challenges and fitness subsidies.

How to Apply

Ready to take the next step in your career and join a team that values your growth and impact? Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. We look forward to learning how your unique background and passion for service can help us continue to empower our clients.

Join brighthush Today

At brighthush, you’ll find more than just a job—you’ll discover a community that celebrates success, embraces challenges, and champions personal and professional development. If you’re a bilingual communicator with a heart for helping others and a drive to learn, we invite you to apply for the Financial Customer Associate role in Merrimack. Together, we can build a brighter future for our clients and for you.