Experienced Overnight Customer Service Representative – Remote, High‑Paying, Fraud & Card Support Specialist at brighthush

About brighthush

brighthush is a leading financial services partner that empowers banks, credit unions, and fintech companies to deliver secure, customer‑centric solutions. With a focus on fraud prevention, card management, and digital banking, we help institutions protect their customers while enhancing operational efficiency. Our remote workforce is the backbone of our success, allowing us to scale quickly and respond to market demands with agility.

Position Overview

We are seeking a dedicated Overnight Customer Service Representative to join our remote team. In this role, you will be the first line of defense for customers who have experienced lost or stolen debit cards, or who suspect fraudulent activity on their accounts. Your work will protect customers’ financial well‑being and uphold the trust that brighthush places in its partners.

Key Responsibilities

• Handle inbound calls and messages from customers reporting lost or stolen debit cards and suspected fraud.
• Guide customers through the dispute filing process, ensuring all required documentation is collected and submitted accurately.
• Deactivate compromised cards promptly and re‑issue new cards when necessary, following strict security protocols.
• Maintain a calm, empathetic, and professional tone while addressing high‑stress situations.
• Utilize problem‑solving skills to resolve issues in real time, escalating to higher tiers only when required.
• Document all interactions in the CRM system, ensuring data integrity and compliance with regulatory standards.
• Participate in continuous improvement initiatives, providing feedback on process gaps and technology enhancements.
• Adhere to all company policies, including confidentiality, data protection, and fraud prevention guidelines.

Essential Qualifications

• Resident of Pennsylvania, Ohio, or West Virginia.
• Minimum age of 18 years.
• High school diploma or GED; an associate degree is preferred.
• At least three years of customer‑service experience in a call‑center, banking, or related environment.
• Proficiency with PC or laptop usage, including familiarity with CRM and Microsoft Office.
• Strong verbal and written communication skills, with the ability to explain complex procedures simply.
• Background check clearance and a clean record.
• Reliable wired high‑speed internet connection (minimum 25 Mbps download and 25 Mbps upload).
• Android smartphone (OS 11.0 or higher) or iPhone (iOS 15 or higher) with unlimited calling minutes, or a landline phone.

Preferred Qualifications

• Experience in fraud detection, card services, or financial compliance.
• Previous exposure to overnight or 24/7 call‑center operations.
• Knowledge of banking regulations such as the Fair Credit Billing Act (FCBA) and the Electronic Fund Transfer Act (EFTA).
• Multilingual abilities to serve a diverse customer base.
• Certifications in customer service or call‑center management.

Skills & Competencies

• Exceptional empathy and active listening.
• Strong analytical and troubleshooting abilities.
• Time‑management skills to handle high call volumes during overnight hours.
• Adaptability to new technologies and evolving fraud patterns.
• Team collaboration, even when working remotely.
• Commitment to continuous learning and process improvement.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the financial landscape. After mastering overnight support, you can progress to:

• Senior Fraud Analyst – oversee complex fraud investigations and mentor junior staff.
• Team Lead – manage a shift, set performance goals, and drive operational excellence.
• Product Specialist – become an expert on new card technologies and help shape product roadmaps.
• Compliance Officer – ensure adherence to evolving regulations and industry standards.

We invest heavily in professional development through online courses, certifications, and cross‑functional projects. Your growth is our priority.

Work Environment & Culture at brighthush

Our remote culture is built on trust, flexibility, and collaboration. You’ll receive:

• Fully equipped home office: high‑quality headset, monitor, and ergonomic chair.
• 24/7 technical support to keep your system running smoothly.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that values work‑life balance, even during overnight shifts.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

• Competitive hourly rate of $14.00, with performance‑based bonuses.
• Paid remote training program (no cost to you).
• 401(k) plan with company matching to secure your future.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off (PTO) and paid holidays.
• Unlimited paid sick leave and personal days.
• Employee assistance program (EAP) for mental health support.
• Access to wellness resources, including virtual fitness classes and mindfulness sessions.

Training & Onboarding

Our structured training ensures you’re ready to handle real customer scenarios with confidence.

Training Schedule (Remote)

• Week of November 16: HR/TAC orientation (5–10 p.m.) and technology setup (5–10 p.m.).
• Week of November 23: Product knowledge sessions (9 p.m.–2 a.m.) and practical knowledge drills.
• Week of November 30: Advanced practical training (9 p.m.–2 a.m.) and role‑play scenarios.
• Week of December 7: Live call handling practice (9 p.m.–2 a.m.) with real customers under supervision.

After training, you’ll transition to your selected overnight shift, which will be confirmed during the onboarding process. All training materials and resources are delivered digitally, allowing you to review and practice at your own pace.

How to Apply

Ready to protect customers and grow your career in a fast‑paced, remote environment? Submit your application today and join the brighthush team. We’re excited to hear how your experience and passion for customer service can help us deliver exceptional fraud protection and card support.

Click the link below to apply now: