Financial Customer Service Professional – Retirement Plan Support Specialist at brighthush

About brighthush

At brighthush, we believe that financial well‑being is the cornerstone of a fulfilling life. Our mission is to empower individuals and families to take control of their retirement savings, ensuring that they can enjoy the future they’ve always imagined. With a culture rooted in purpose, innovation, and inclusivity, brighthush is not just a financial services company – it’s a community that thrives on collaboration, continuous learning, and a shared commitment to making a difference.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a workplace that values flexibility, growth, and work‑life harmony. We offer:

• Flexible remote or hybrid work arrangements that fit your lifestyle.
• Clear, fluid career paths with internal mobility opportunities.
• Comprehensive wellness programs that support physical, mental, and financial health.
• A vibrant, inclusive culture that celebrates diversity and encourages volunteerism.

Position Overview

As a Financial Customer Service Professional – Retirement Plan Support Specialist, you will be the first point of contact for participants, employers, and third‑party plan specialists. Your role will involve answering inbound calls, processing account changes, and providing clear, empathetic guidance to help customers navigate their retirement plans. You will work in a high‑energy call center environment that operates until 10:00 p.m. Eastern, with shifts assigned based on business needs.

Key Responsibilities

• Deliver exceptional customer service to participants, employers, and plan specialists via telephone.
• Educate and empower customers about retirement savings options without engaging in cold calls or sales.
• Communicate critical plan updates, policy changes, and regulatory information.
• Process contribution changes, loan requests, and withdrawals accurately and efficiently.
• Handle general account modifications, ensuring compliance with internal policies and external regulations.
• Maintain detailed, accurate records of all customer interactions in our CRM system.
• Collaborate with cross‑functional teams (Compliance, Operations, Technical Support) to resolve complex issues.
• Participate in ongoing training and coaching sessions to refine product knowledge and customer service skills.

Essential Qualifications

• Associate’s degree or higher.
• Minimum of 1 year of customer service experience (food service, retail, hospitality, teaching, military, banking, or similar). Alternatively, 2+ years of customer service experience will also be considered.
• Fluency in both English and Spanish (written and spoken).
• Availability to work a 40‑hour week, including evenings, nights, and occasional Saturdays.
• Strong communication skills with the ability to adapt tone and style to diverse audiences.
• Proficiency in using computers, CRM systems, and Microsoft Office Suite.
• Reliable high‑speed internet connection (minimum 50 Mbps download, 10 Mbps upload) with a wired Ethernet connection.
• Capacity to work overtime as required by business needs.

Preferred Qualifications

• Experience in financial services or call center environments.
• Knowledge of retirement plan products (401(k), IRA, Roth IRA, etc.).
• Previous exposure to compliance and regulatory frameworks in the financial industry.
• Experience with data entry, record‑keeping, and audit procedures.
• Demonstrated ability to handle high‑volume, fast‑paced call center operations.

Core Competencies & Skills

• Customer‑centric mindset with a passion for delivering value.
• Exceptional problem‑solving and analytical abilities.
• Strong attention to detail and accuracy.
• Adaptability and resilience in a dynamic environment.
• Team collaboration and cross‑functional communication.
• Time management and prioritization skills.
• Proficiency in Spanish and English, with a focus on clear, respectful communication.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Financial Customer Service Professional, you’ll have access to:

• Paid, structured onboarding and associate training programs.
• Continuous coaching and mentorship from seasoned professionals.
• Internal mobility pathways to roles in Operations, Compliance, Product Management, and more.
• Leadership development programs for high‑potential employees.
• Tuition reimbursement up to $5,250 per year for courses related to your career path.
• Regular knowledge‑sharing sessions and webinars on industry trends.

Work Environment & Culture

brighthush fosters a culture of inclusion, transparency, and mutual respect. Our employees enjoy:

• A business‑casual dress code that encourages comfort and professionalism.
• Open communication channels with leadership and peers.
• Employee Resource Groups (BRGs) that promote collaboration across departments and communities.
• Volunteer time (16 hours per year) to support causes that matter to you.
• Regular team‑building events, both virtual and in‑person.

Compensation & Benefits

We offer a competitive base salary range of $37,800 to $51,975 per year, with potential for performance‑based bonuses. In addition to your base pay, you’ll receive:

• Medical, dental, vision, and life insurance plans.
• 401(k) retirement savings plan with up to 6% company match and potential discretionary contributions.
• Financial advisory services to help you plan for the future.
• Generous paid time off (PTO) program, 10 company holidays, and 3 floating holidays annually.
• Paid parental leave, short‑ and long‑term disability, and Family & Medical Leave (FMLA).
• Paid volunteer time and community engagement opportunities.
• Access to a comprehensive wellness portal and mental health resources.

Technical Requirements for Remote Work

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