Experienced Brighthush Bilingual Customer Service Representative – Complex Policy & Compliance Specialist (English/Spanish)

About Brighthush

Brighthush is a trailblazer in the life insurance and financial services industry, delivering innovative Universal Life (UL) and Indexed Universal Life (IUL) products that empower individuals to secure their financial futures. With a legacy of over two decades, Brighthush has earned a reputation for excellence, integrity, and customer-centric solutions. Our mission is to provide personalized, high‑quality service while navigating the evolving regulatory landscape of KYC, AML, and ATF compliance. As we continue to expand our footprint, we seek dedicated professionals who thrive in a fast‑paced, detail‑oriented environment and are passionate about making a tangible impact on our clients’ lives.

Position Overview

As a Brighthush Bilingual Customer Service Representative – Complex, you will serve as the linchpin between policy owners, agents, and internal stakeholders. Your role demands a blend of advanced policy knowledge, regulatory acumen, and exceptional communication skills in both English and Spanish. You will independently resolve the most intricate customer inquiries, execute complex policy transactions, and collaborate with Compliance, SIU, Underwriting, and other departments to uphold Brighthush’s commitment to accuracy, security, and customer satisfaction.

Key Responsibilities

• Complex Policy Maintenance & Execution: Manage end‑to‑end policy processes, including conversions (Term → UL/IUL), premium allocations, fund transfers, ownership changes, and partial surrender requests. Ensure all actions align with Brighthush’s established procedures and regulatory requirements.
• Regulatory Compliance & Risk Management: Apply Bermuda KYC, AML, and ATF regulations to every customer interaction. Consult with Compliance on suspected AML/ATF issues and with SIU on potential fraud, ensuring timely escalation and resolution.
• Customer & Agent Liaison: Serve as the primary point of contact for policy owners and agents, providing clear, accurate, and timely responses via phone, email, and chat. Resolve escalated situations with professionalism, aiming to exceed expectations.
• Payment Due Diligence: Process payments—credit cards, checks, wires—while adhering to PCI and AML/ATF protocols. Coordinate with Underwriting to review payors and confirm eligibility.
• Process Improvement & Pattern Recognition: Analyze customer service trends to identify opportunities for process optimization. Proactively suggest enhancements to reduce errors, improve turnaround times, and elevate customer experience.
• Cross‑Functional Collaboration: Partner with Underwriting, Compliance, SIU, and other departments to ensure seamless policy execution and regulatory compliance.
• Documentation & Reporting: Maintain meticulous records of all policy changes, customer interactions, and compliance actions. Generate reports for management review and audit purposes.

Essential Qualifications

• Bilingual Proficiency: Fluency in English and Spanish (both written and spoken) is mandatory, with a minimum of 50% of daily communication conducted in Spanish.
• Advanced Policy Knowledge: Deep understanding of Universal Life and Indexed Universal Life products, including policy structures, riders, and financial mechanics.
• Regulatory Expertise: Familiarity with KYC, AML, ATF, PCI, and related compliance frameworks. Ability to interpret and apply regulations to complex policy scenarios.
• Analytical & Mathematical Skills: Strong quantitative aptitude to accurately calculate premium allocations, fund transfers, and policy projections.
• Communication Excellence: Superior verbal and written communication skills, with the ability to convey complex information clearly and concisely to diverse audiences.
• Attention to Detail: Meticulous approach to data entry, documentation, and quality assurance to minimize errors and ensure compliance.
• High‑Volume Experience: Proven track record of managing a high volume of customer interactions in a fast‑paced environment while maintaining accuracy and customer satisfaction.
• Adaptability & Change Management: Demonstrated ability to embrace new processes, technologies, and regulatory updates with a positive, proactive mindset.
• Leadership & Collaboration: Strong interpersonal skills to lead initiatives, mentor peers, and collaborate across departments.
• Professional Demeanor: Consistent presentation of exceptional professional attire and demeanor in all customer interactions.

Preferred Qualifications

• Associate’s Degree in Business, Finance, or a related field (or equivalent experience).
• Three or more years of customer service experience in the insurance or financial services sector.
• Experience with policy administration systems (e.g., Salesforce, Guidewire, or similar platforms).
• Prior exposure to compliance investigations or fraud detection processes.
• Certification in Insurance or Compliance (e.g., CPCU, CLU, or equivalent).

Skills & Competencies

• Advanced coordination and collaboration across cross‑functional teams.
• Exceptional problem‑solving abilities, with a focus on root cause analysis.
• Strong leadership potential, capable of guiding junior staff and driving process improvements.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and CRM platforms.
• Time‑management skills to prioritize tasks and meet tight deadlines.
• Customer‑first mindset, consistently seeking to enhance the client journey.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and fostering continuous professional development. As a Complex Customer Service Representative, you will:

• Gain in‑depth exposure to Universal Life products and the regulatory landscape.
• Participate in specialized training modules on compliance, risk management, and advanced policy administration.
• Access mentorship programs with senior leaders in Underwriting, Compliance, and Operations.
• Earn certifications such as CPCU or CLU through our tuition reimbursement program.
• Progress into roles such as Senior Policy Analyst, Compliance Officer, or Operations Manager based on performance and interest.

Work Environment & Company Culture

Brighthush cultivates a collaborative, inclusive, and forward‑thinking culture. Our team values transparency, continuous improvement, and a shared commitment to customer success. You’ll work in a modern, flexible office environment that supports remote work options, promotes work‑life balance, and encourages innovation. We celebrate diversity and are dedicated to creating an environment where every voice is heard and every contribution is valued.

Compensation, Perks & Benefits

While specific figures vary by location and experience, Brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Flexible work arrangements and remote work options.

Why Brighthush?

Joining Brighthush means becoming part of a forward‑looking organization that values expertise, integrity, and innovation. You’ll have the opportunity to work on complex, high‑impact projects, collaborate with industry leaders, and grow your career in a supportive environment that rewards excellence.

Ready to Apply?

If you are a bilingual professional with a passion for complex policy work, regulatory compliance, and exceptional customer service, we invite you to bring your expertise to Brighthush. Click the link below to submit your application and take the next step in your career journey.