Financial Customer Associate – Bilingual – Merrimack – Join brighthush

About brighthush

brighthush is a global leader in financial services, dedicated to empowering individuals and families to achieve their financial dreams. With a legacy of integrity, innovation, and customer‑centric solutions, brighthush serves millions of clients across the United States and beyond. Our mission is simple: to make financial well‑being accessible, understandable, and attainable for everyone. At brighthush, we believe that the best way to build a brighter future is by investing in the people who help our clients navigate their financial journeys.

Why This Role Matters

As a Bilingual Financial Customer Associate (FCA) at our Merrimack site, you will be the frontline of trust and support for our clients. You’ll help them feel confident, make informed decisions, and reach their long‑term goals. Whether you’re answering questions about 401(k) balances, processing withdrawals, or guiding clients through loan options, your work directly impacts the financial well‑being of thousands of people. This role is a launchpad for a rewarding career in financial services—no prior finance background is required, only a passion for helping others and a commitment to continuous learning.

Key Responsibilities

• Client Interaction: Handle inbound calls and digital inquiries from a diverse client base, providing clear, accurate, and empathetic assistance.
• Account Management: Assist with account maintenance tasks such as updating personal information, processing account changes, and troubleshooting basic technical issues.
• 401(k) Expertise: Educate clients on their retirement plans, answer questions about balances, contributions, withdrawals, and loan options, and guide them toward optimal decisions.
• Problem Resolution: Identify client pain points, collaborate with cross‑functional teams, and drive to a satisfactory resolution while maintaining compliance with regulatory standards.
• Training & Development: Participate in a 14‑week onboarding cohort that blends classroom learning, live call practice, and mentorship to build your expertise.
• Team Collaboration: Engage in team meetings, share best practices, and contribute to a culture of continuous improvement.
• Well‑Being & Coaching: Take advantage of scheduled well‑being sessions and career coaching to grow both personally and professionally.

Essential Qualifications

• Minimum of 1 year of customer service experience in a fast‑paced environment.
• High school diploma or GED; college coursework is a plus but not required.
• Fluency in English and at least one additional language (Spanish, French, Mandarin, etc.) is mandatory.
• Strong communication skills—both verbal and written—with the ability to explain complex concepts in simple terms.
• Proficiency in navigating and troubleshooting basic technology platforms (desktop, mobile, and web).
• Empathy, professionalism, and a genuine desire to help clients succeed.
• Adaptability and flexibility to thrive in a hybrid work model that includes onsite and remote days.
• Self‑motivated, team‑oriented, and eager to learn new skills.

Preferred Qualifications

• Experience in the financial services industry or with retirement products.
• Knowledge of 401(k) plan structures, contribution rules, and withdrawal procedures.
• Previous exposure to compliance‑heavy environments (e.g., FINRA, ERISA).
• Certifications such as Certified Customer Service Professional (CCSP) or related credentials.

Skills & Competencies

• Customer‑First Mindset: Prioritize client satisfaction and build lasting relationships.
• Analytical Thinking: Quickly assess client needs and determine the best course of action.
• Tech Savvy: Comfortable using CRM systems, knowledge bases, and basic troubleshooting tools.
• Time Management: Balance multiple tasks while meeting performance metrics and quality standards.
• Collaboration: Work effectively with colleagues across departments to resolve client issues.
• Resilience: Maintain composure under pressure and turn challenges into learning opportunities.

Career Growth & Learning Opportunities

At brighthush, we view every associate as a future leader. Your journey as an FCA will open doors to:

• Advanced training in retirement planning, investment strategies, and financial advisory services.
• Mentorship programs that pair you with senior professionals for guidance and career mapping.
• Internal mobility into roles such as Client Relationship Manager, Compliance Analyst, or Product Specialist.
• Access to industry conferences, webinars, and certifications that enhance your skill set.
• Performance‑based promotions and recognition programs that reward excellence.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, collaboration, and innovation. Our Merrimack site offers a modern, open‑plan workspace equipped with state‑of‑the‑art technology. We embrace a hybrid model: you’ll work onsite one week per month (Monday‑Friday, all Apply for this job