Experienced Remote Customer Experience Associate – Surplus Lines & Insurance Compliance Specialist – Frontline Client Support & Service Excellence at brighthush

About brighthush

brighthush is a trailblazer in the insurance compliance arena, redefining how businesses navigate regulatory landscapes with clarity, integrity, and relentless innovation. With a global footprint that spans continents, we empower partners to thrive in an ever‑evolving regulatory environment. Our mission is simple yet powerful: to forge lasting partnerships by delivering clear, compliant, and compassionate support at every touchpoint.

Why Join brighthush?

At brighthush, we believe that our greatest asset is the people who drive our success. We invest heavily in a culture that celebrates teamwork, continuous learning, and a passion for excellence. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your contributions matter and your growth is a priority.

We champion a remote‑first philosophy, giving you the flexibility to work from anywhere in the U.S. while staying connected to a vibrant, collaborative team. Our leaders are approachable, our projects are impactful, and our commitment to ethical, client‑centric service is unwavering.

Role Overview

We are seeking a dedicated Customer Experience Associate – Surplus Lines to join our remote, U.S.-based customer service team. In this role, you will be the first line of contact for clients navigating insurance regulatory compliance, client intake, and sales support. Your work will directly influence client trust, satisfaction, and long‑term partnership.

As a key member of the brighthush family, you will:

• Handle inbound and outbound inquiries via phone, email, and chat.
• Provide clear, professional guidance on compliance processes and policy details.
• Resolve issues efficiently, deescalating frustration into positive outcomes.
• Document interactions accurately, ensuring data integrity across our systems.
• Collaborate with cross‑functional teams to continuously improve service delivery.

Key Responsibilities

• Client Interaction: Serve as the primary point of contact for clients, answering questions, providing updates, and guiding them through compliance procedures.
• Issue Resolution: Identify root causes of client concerns, propose solutions, and follow up to ensure satisfaction.
• Process Management: Execute tasks such as policy intake, documentation uploads, and data entry with meticulous attention to detail.
• Communication: Maintain clear, concise, and professional communication across all channels, tailoring tone to client needs.
• Collaboration: Work closely with compliance specialists, sales teams, and technical support to deliver seamless client experiences.
• Continuous Improvement: Participate in feedback loops, suggest process enhancements, and stay updated on industry best practices.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Proficiency in brighthush Office Suite (Word, Outlook, Access, Excel) with advanced Excel skills.
• Experience in a customer‑service or client‑facing role, preferably within insurance or regulatory compliance.
• Strong written and verbal communication skills, with the ability to deescalate challenging situations.
• Detail‑oriented mindset and commitment to accurate documentation.
• Technological fluency: comfortable learning and navigating multiple internal and external systems.
• Located in the Central Time Zone (or willing to work within the required hours).

Preferred Qualifications

• Prior experience in surplus lines insurance or a related niche.
• Knowledge of regulatory frameworks such as the National Association of Insurance Commissioners (NAIC) guidelines.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and ticketing systems.
• Multilingual capabilities to serve a diverse client base.
• Demonstrated ability to thrive in a fast‑paced, high‑volume environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex compliance issues and propose actionable solutions.
• Adaptability: Comfortable navigating evolving policies, technologies, and client expectations.
• Team Collaboration: Proven track record of working effectively with cross‑functional teams.
• Time Management: Skilled at prioritizing tasks and meeting deadlines in a remote setting.
• Tech Savvy: Quick learner of new software, data tools, and communication platforms.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Experience Associate, you will:

• Gain in‑depth knowledge of surplus lines insurance and regulatory compliance.
• Participate in ongoing training programs, including industry certifications and soft‑skill workshops.
• Have the opportunity to transition into specialized roles such as Compliance Analyst, Client Success Manager, or Product Specialist.
• Benefit from mentorship programs that pair you with senior leaders across the organization.
• Contribute to strategic initiatives that shape the future of our client‑support framework.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote work model is supported by:

• Regular virtual town halls and team‑building events.
• Access to a comprehensive digital resource library covering industry trends, compliance updates, and best practices.
• Flexible scheduling that respects work‑life balance while ensuring coverage across time zones.
• A recognition program that celebrates outstanding performance and creative problem‑solving.
• Inclusive policies that foster diversity, equity, and belonging at every level.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to client satisfaction metrics.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness resources, including virtual fitness classes and mental health support.

How to Apply

If you are passionate about delivering world‑class customer experience, thrive in a remote environment, and want to be part of a company that values integrity and innovation, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the role.

Join brighthush and help us shape the future of insurance compliance, one client interaction at a time.