Experienced Customer Service Specialist – Consumer Banking & Digital Financial Services

About brighthush

brighthush is a forward‑thinking financial services organization that blends traditional banking expertise with cutting‑edge digital solutions. With a commitment to delivering exceptional client experiences, brighthush has become a trusted partner for consumers seeking reliable, innovative, and personalized financial products. Our culture is built on collaboration, continuous learning, and a shared passion for helping people achieve their financial goals.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that values creativity, accountability, and a genuine desire to make a difference. We invest in our people through comprehensive training, ongoing professional development, and a clear career progression path. Whether you’re just starting your career or looking to elevate your expertise, brighthush offers the resources, support, and opportunities you need to thrive.

Key Responsibilities

As a Customer Service Specialist, you will be the frontline voice of brighthush, ensuring every client interaction reflects our Moments Matter philosophy. Your day‑to‑day activities will include:

• Client Engagement: Receive inbound calls, chats, and messages from consumers, providing timely, accurate, and empathetic support.
• Problem Resolution: Diagnose and resolve a wide range of account, product, and service issues, escalating when necessary.
• Product Knowledge: Offer guidance on brighthush’s online banking, mobile app, and other digital tools, helping clients navigate and maximize their experience.
• Multi‑Channel Support: Seamlessly transition between voice, chat, and asynchronous channels while maintaining a consistent, high‑quality service level.
• Policy Compliance: Adhere to all brighthush policies, procedures, and regulatory requirements, ensuring ethical and secure client interactions.
• Team Collaboration: Work closely with cross‑functional teams—such as Technical Support, Product, and Compliance—to resolve complex client challenges.
• Continuous Improvement: Provide feedback on process enhancements, product usability, and training needs to drive operational excellence.
• Data Accuracy: Maintain meticulous records of client interactions, ensuring data integrity and compliance with privacy standards.

Essential Qualifications

To excel in this role, you should bring the following:

• High school diploma or GED (or equivalent).
• Minimum of 1 year of client‑service experience in a fast‑paced environment.
• Proven ability to resolve complex issues while managing multiple tasks.
• Strong empathy, patience, and emotional intelligence to de‑escalate challenging situations.
• Excellent verbal communication skills, with a clear, professional tone.
• Advanced computer literacy: comfortable navigating multiple screens, web browsers, and mobile applications.
• Experience using AI or digital tools as a “thinking partner,” including prompt creation and output validation.
• Adaptability to new systems, tools, and workflows as technology evolves.
• Sound judgment in applying policies and making decisions that benefit both the client and brighthush.
• Accountability for end‑to‑end resolution of client issues.
• Growth mindset: actively seeking feedback, coaching, and continuous learning.

Preferred Qualifications

We’ll give you extra credit if you have:

• Associate’s or Bachelor’s degree in Business, Finance, or a related field.
• 2+ years of client‑service experience in a high‑volume, regulated industry such as banking, insurance, or healthcare.
• Experience working remotely or in a hybrid environment.
• Knowledge of financial products, digital banking platforms, or customer‑experience best practices.

Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Communication: Clear, concise, and confident articulation of information across channels.
• Problem‑Solving: Analytical mindset to diagnose issues and recommend effective solutions.
• Technology Proficiency: Comfortable with CRM systems, knowledge bases, and AI‑assisted tools.
• Time Management: Ability to prioritize tasks and manage high call volumes without compromising quality.
• Team Player: Collaborative attitude, sharing insights and supporting teammates.
• Resilience: Maintaining composure and professionalism in high‑pressure or ambiguous situations.
• Customer‑Centricity: A genuine desire to create positive, memorable experiences for every client.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to a library of specialized training courses, certifications, and industry webinars.
• Clear promotion tracks from Customer Service Specialist to Team Lead, Manager, and beyond.
• Cross‑functional projects that expose you to product development, compliance, and technology teams.
• Regular performance reviews and goal‑setting sessions to align your growth with organizational objectives.

Work Environment & Culture

Our team thrives on:

• Inclusive, supportive, and collaborative culture that values diverse perspectives.
• Flexible scheduling options, including weekend and Saturday shifts with additional compensation.
• On‑site training for the first three months at our Amherst, NY office, followed by a hybrid or remote work model.
• Regular team‑building events, both in‑office and virtually, to foster camaraderie.
• Recognition programs that celebrate outstanding service, innovation, and teamwork.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base hourly rate ranging from $18.00 to $23.08, commensurate with experience and qualifications.
• Shift differentials for weekend and Saturday work.
• Performance‑based bonuses and incentive programs.
• 401(k) matching up to 7% (dollar‑for‑dollar).
• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance plans.
• Tuition reimbursement for approved courses and certifications.
• Fitness and wellness benefits, including gym memberships and wellness programs.
• Employee assistance programs and financial planning resources.

Schedule & Training Details

Training will be conducted onsite at 4224 Ridge Lea Rd, Amherst, NY 14226 for the first three months. During this period, you will work Monday‑Friday, 8:00 am‑5:00 pm ET. After training, you will have the flexibility to choose from a variety of shifts, including:

• Weekend Warrior – every Saturday and Sunday with two weekdays off.
• Saturday Squad – every Saturday with two weekdays off.
• Other shifts requiring at least every other Saturday or Sunday.

Schedules are communicated at least 30 days in advance whenever possible, and you may express preferences. However, final assignments are determined by business needs to ensure optimal coverage and service levels.

Remote Work Requirements

If you opt for a remote or hybrid role, you must meet the following:

• Hard‑wired high‑speed internet (minimum 50 Mbps download).
• Dedicated home office space with a distraction‑free, noise‑controlled environment.
• Professional background that reflects the quality of service clients expect from brighthush.

Equal Opportunity & Accessibility

brighthush is an Equal Opportunity Employer committed to fostering an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. If you require accommodations due to a disability, please contact our HR Compliance team at [email protected].

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush team. We’re excited to explore how your skills and passion can contribute to our mission of delivering outstanding consumer banking experiences.

Apply to This Job

Conclusion

At brighthush, you’ll find a workplace that values your expertise, supports your growth, and rewards your dedication. If you’re driven by a desire to help consumers navigate their financial journeys, thrive in a fast‑paced environment, and grow within a forward‑looking organization, we want to hear from you. Apply today and become a vital part of brighthush’s commitment to Moments Matter.