Experienced Treasury & Banking Customer Support Specialist – 5‑Month Remote Project in Central Time Zone (Dallas Area) – Drive Exceptional Financial Service Excellence at brighthush

About brighthush

brighthush is a global leader in financial technology solutions, dedicated to transforming the way banks, credit unions, and treasury departments interact with their customers. With a presence that spans North America, Europe, and Asia, we empower institutions to deliver friction‑less, secure, and personalized experiences. Our mission is to fuse cutting‑edge technology with deep industry expertise, creating support solutions that set new standards for excellence.

Why brighthush is the Ideal Place for Your Next Career Move

When you join brighthush, you become part of a culture that celebrates curiosity, collaboration, and continuous learning. Every team member has a unique voice, and we actively encourage you to bring your authentic self to work. Here’s what you’ll experience:

• Impactful Work: Your contributions directly influence the satisfaction of thousands of banking customers worldwide.
• Remote Flexibility: Work from anywhere in the Central Time zone with state‑of‑the‑art collaboration tools.
• Competitive Compensation: Earn a base salary that reflects industry standards, complemented by performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Professional Growth: Access structured onboarding, mentorship, and certification pathways in treasury operations, risk management, and compliance.
• Inclusive Culture: Thrive in an environment that values diversity, equity, and inclusion, where every voice is heard.
• Wellness & Work‑Life Balance: Enjoy comprehensive health, dental, and vision coverage, generous paid time off, and wellness programs that support your mental and physical well‑being.

Role Overview

As a Treasury & Banking Customer Support Specialist, you will be the frontline advocate for our clients, ensuring their banking experience is seamless, secure, and satisfying. You will operate in a fast‑paced, high‑impact environment, handling a variety of support requests while maintaining the highest standards of professionalism and compliance.

Day in the Life

Every day is a blend of customer interaction, problem solving, and continuous improvement. A typical day might look like this:

• Start your shift by reviewing the ticket queue and prioritizing urgent requests.
• Handle inbound calls, emails, and chat sessions, providing timely, accurate assistance with account inquiries, technical issues, and service requests.
• Guide clients through the setup of ACH transfers, wire transfers, and positive pay services, ensuring compliance with internal controls.
• Investigate account discrepancies, reconcile transaction errors, and collaborate with cross‑functional teams to resolve complex issues.
• Document all interactions in the CRM, ensuring data accuracy and compliance with regulatory standards.
• Identify recurring pain points and propose enhancements to improve service efficiency and customer satisfaction.
• Wrap up by reviewing performance metrics, updating status reports, and preparing for the next shift.

Key Responsibilities

• Client Interaction: Handle inbound calls, emails, and chat requests from clients, providing timely, accurate assistance with account inquiries, technical issues, and service requests.
• Technical Troubleshooting: Resolve common technical problems such as password resets, cache clearing, and login issues on our secure online banking platform.
• Transaction Setup & Management: Guide clients through the setup of ACH transfers, wire transfers, and positive pay services, ensuring compliance with internal controls and regulatory requirements.
• Issue Research & Resolution: Investigate account discrepancies, reconcile transaction errors, and collaborate with cross‑functional teams to resolve complex issues.
• Escalation & Follow‑Up: Escalate unresolved matters to senior support or technical teams, track progress, and provide timely updates to clients.
• Process Improvement: Identify recurring pain points and propose enhancements to improve service efficiency and customer satisfaction.
• Data Accuracy & Reporting: Maintain meticulous records of support tickets, resolution times, and customer feedback for continuous improvement.
• Compliance Adherence: Ensure all support activities comply with regulatory standards such as PCI DSS, SOX, and GLBA.

Essential Qualifications

• Minimum of 2 years’ experience in a call center environment supporting banking, finance, or a closely related industry.
• Solid knowledge of treasury products, including online banking, bill pay, ACH, wire transfers, and positive pay.
• Proven ability to deliver high‑quality customer experiences while adhering to service standards, operational procedures, and performance metrics.
• Tech‑savvy mindset: quick to learn new software, comfortable navigating web portals, and adept at guiding clients through digital tools.
• Excellent telephone communication skills, with a clear, friendly, and professional tone.
• Self‑motivated, disciplined, and experienced in working independently in a remote or hybrid setting.
• U.S. residency and availability to work the specified Central Time shift (7:30 am–4:30 pm or 10:30 am–7:30 pm).

Preferred Qualifications

• Spanish bilingual proficiency, enabling support for a broader client base.
• Some college coursework or a degree in finance, business, or a related field.
• Experience with customer relationship management (CRM) systems and ticketing platforms.
• Knowledge of regulatory compliance standards such as PCI DSS, SOX, or GLBA.
• Prior experience in a treasury operations or risk management role.

Skills & Competencies

• Customer Focus: Anticipate client needs, empathize with challenges, and deliver solutions that exceed expectations.
• Problem Solving: Analyze complex issues, identify root causes, and implement effective resolutions.
• Communication: Convey information clearly and concisely, both verbally and in writing.
• Adaptability: Thrive in a fast‑moving environment, quickly adjusting to new processes or technologies.
• Team Collaboration: Work seamlessly with cross‑functional teams, including technical support, compliance, and product specialists.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.
• Attention to Detail: Ensure accuracy in data entry, transaction processing, and compliance documentation.

Technology Stack & Tools

To excel in this role, you’ll work with a suite of industry‑leading tools:

• CRM & Ticketing: Salesforce, Zendesk, or similar platforms for tracking customer interactions.
• Communication: VoIP systems, Microsoft Teams, and secure chat applications.
• Security & Compliance: PCI DSS‑compliant portals, two‑factor authentication, and audit logging tools.
• Analytics: Tableau or Power BI for reporting on key performance indicators.
• Product Knowledge: Online banking portals, ACH processing systems, and wire transfer interfaces.

Performance Metrics & KPIs

Your success will be measured against a set of clear, data‑driven metrics:

• First‑Contact Resolution Rate – the percentage of tickets resolved on the first interaction.
• Average Handle Time – the average time spent on each support ticket.
• Customer Satisfaction Score (CSAT) – feedback collected through post‑interaction surveys.
• Compliance Adherence – adherence to regulatory and internal process standards.
• Escalation Rate – the number of tickets escalated to higher tiers.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Treasury & Banking Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new treasury products, regulatory updates, and customer service best practices.
• Certification pathways in treasury operations, risk management, and compliance.
• Clear career progression tracks, from support specialist to senior specialist, team lead, or product manager.
• Opportunities to contribute to process improvement initiatives and influence product development.
• Cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture at brighthush

Our culture is built on three core pillars: Integrity, Innovation, and Impact. We foster an inclusive environment where every team member feels valued and empowered to bring their authentic selves to work. Remote work is not just a perk—it’s a way of life at brighthush. We provide the tools, resources, and support you need to stay connected, productive, and engaged, no matter where you’re located.

We celebrate achievements through peer recognition programs, host virtual coffee chats, and organize quarterly hackathons that encourage creative problem solving. Our leadership team is approachable, transparent, and committed to open dialogue, ensuring your voice is heard at every level.

Compensation & Benefits

• Competitive base salary aligned with industry standards for remote treasury support roles.
• Performance‑based incentives tied to customer satisfaction scores, resolution times, and quality metrics.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible scheduling options.
• Wellness programs, including mental health resources and employee assistance programs.
• Access to a digital learning platform with courses on treasury, compliance, and soft skills.
• Annual stipend for home office equipment and high‑speed internet.

FAQs

What is the duration of this project?

The role is a 5‑month remote project, with the possibility of extension based on performance and business needs.

Do I need to be in the Dallas area?

No. The position is fully remote within the Central Time zone. You can work from anywhere in the U.S. as long as you are available during the specified shift.

What kind of training will I receive?

We provide a comprehensive onboarding program that covers product knowledge, compliance, CRM usage, and soft‑skill development. Ongoing training is offered throughout the project.

How is performance measured?

Performance is evaluated against key metrics such as first‑contact resolution, average handle time, CSAT scores, and compliance adherence.

How to Apply

Ready to elevate your career in treasury and banking support? Click the link below to submit your application and join the brighthush team. We’re excited to learn how your skills and passion can help us deliver unparalleled service to our clients.