Licensed Insurance Customer Service Representative – Remote Inbound/Outbound Support, Policy & Claims Assistance, Customer Retention & Upsell Specialist at brighthush

About brighthush – Transforming Digital Business Services

brighthush is a global leader in digital business services, partnering with some of the world’s most recognizable brands to deliver technology‑driven solutions that streamline operations, elevate customer experiences, and promote sustainable business practices. With a workforce of more than 500,000 professionals who collectively speak over 300 languages, brighthush combines scale, expertise, and cultural insight to help clients thrive in a fast‑changing world. Our mission is simple yet ambitious: empower our partners to succeed while creating meaningful impact in the communities we serve. As a remote‑first organization, brighthush invests heavily in the tools, training, and culture that enable every employee to work from anywhere and still feel connected to a purpose‑driven team.

Why This Role Matters

As a Licensed Insurance Customer Service Representative at brighthush, you become the trusted voice for our clients’ insurance needs. Every call, chat, or email you handle is an opportunity to turn a question into confidence, a concern into a solution, and a routine interaction into a memorable experience. In a high‑velocity, remote environment, you will leverage cutting‑edge web tools to resolve inquiries quickly, protect sensitive information, and uphold the high standards of service that define brighthush. Your work directly influences customer satisfaction, retention, and the overall reputation of the brands we support.

Key Responsibilities

• Inbound & Outbound Communication: Answer and initiate calls, emails, and chat sessions with professionalism, ensuring each interaction reflects brighthush’s commitment to excellence.
• First‑Call Resolution: Diagnose issues, provide accurate information, and resolve concerns on the first contact whenever possible, reducing repeat calls and enhancing satisfaction.
• Policy & Claims Guidance: Explain insurance policies, coverage options, and claims processes in clear, jargon‑free language, helping customers understand their rights and responsibilities.
• Retention & Upsell Support: Identify customers who are comparison‑shopping, present appropriate plan options, and execute retention strategies that align with customer needs and business goals.
• Confidential Data Handling: Safeguard personal and health‑related information in compliance with HIPAA, GDPR, and other privacy regulations.
• Empathetic Problem Solving: Approach sensitive situations—such as health emergencies or education‑related queries—with compassion, patience, and a solution‑focused mindset.
• Collaboration with Internal Teams: Work closely with supervisors, quality assurance, and specialist departments to elevate complex cases and share best practices.
• Continuous Improvement: Provide feedback on process gaps, suggest enhancements to scripts or tools, and participate in ongoing training initiatives.

Essential Qualifications

• High School Diploma or equivalent (GED).
• Minimum of 6 months of customer service experience, preferably in an insurance or financial services environment.
• Legal eligibility to work in the United States and residency in one of the approved states (AL, AR, AZ, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NJ, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, WI, WV, WY).
• Age 18 + and ability to type at least 25 words per minute.
• Comfortable navigating Windows‑based desktop systems and web‑based CRM platforms.
• Strong written and verbal communication skills, with a focus on active listening.
• Demonstrated emotional intelligence and the ability to stay calm under pressure.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Business, Communications, or a related field.
• Previous experience in insurance sales, claims processing, or policy administration.
• Familiarity with industry‑specific terminology (e.g., deductibles, co‑pays, network providers).
• Experience working remotely in a fast‑paced call‑center environment.
• Multilingual abilities—especially in Spanish, French, or other widely spoken languages.

Core Competencies & Skills

• Process Excellence: Strict adherence to documented procedures while seeking opportunities for efficiency gains.
• Collaboration: Proven ability to partner with teammates, supervisors, and cross‑functional support groups to resolve issues.
• Communication: Clear, concise, and persuasive articulation of complex insurance concepts.
• Organizational Agility: Ability to juggle multiple tasks, prioritize effectively, and maintain accurate records.
• Critical Thinking: Rapid analysis of customer problems and formulation of logical, compliant solutions.
• Solution‑Oriented Mindset: Proactive approach to turning challenges into opportunities for delight.

Career Growth & Learning Opportunities

brighthush believes that a motivated employee is a thriving employee. In this role you will have access to:

• Structured Learning Paths: Online courses, certifications, and webinars focused on insurance fundamentals, advanced claims handling, and sales techniques.
• Mentorship Programs: Pairing with senior specialists who can guide your professional development and help you navigate a career in insurance services.
• Internal Mobility: Opportunities to transition into quality assurance, team lead, training, or even product development roles within brighthush’s expansive global network.
• Performance‑Based Advancement: Clear metrics and regular feedback loops that reward high performers with promotions, salary increases, and recognition awards.

Compensation, Perks, & Benefits

While exact figures will be discussed during the interview process, brighthush offers a competitive compensation package that includes:

• Base salary aligned with industry standards for remote insurance support roles.
• Performance bonuses tied to customer satisfaction scores, first‑call resolution rates, and retention metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including 401(k) matching.
• Generous paid time off, holidays, and sick leave.
• Remote‑work stipend for home office equipment, high‑speed internet, and ergonomic accessories.
• Employee assistance program (EAP) for mental health, financial counseling, and legal support.
• Wellness initiatives such as virtual fitness classes, mindfulness sessions, and quarterly health challenges.

Work Environment & Culture at brighthush

brighthush’s culture is built on three pillars: People, Innovation, and Impact. As a remote employee you will experience:

• Inclusive Community: Regular virtual town halls, team‑building activities, and cultural celebrations that bring together colleagues from every continent.
• Technology‑First Workspace: Access to a secure, cloud‑based platform that integrates CRM, knowledge bases, and collaboration tools for seamless workflow.
• Recognition & Celebration: Monthly awards, peer‑to‑peer shout‑outs, and a “brighthush Hall of Fame” that highlights outstanding service.
• Work‑Life Harmony: Flexible scheduling, the ability to choose shift patterns that suit personal commitments, and a results‑oriented performance model.

How to Apply

If you are passionate about helping people navigate the complexities of insurance, thrive in a fast‑paced remote environment, and want to grow your career with a forward‑thinking global leader, we want to hear from you. Click the link below to submit your application, attach your resume, and tell us why you would be a perfect fit for brighthush.

Apply to this job

Join brighthush Today

At brighthush, your voice matters, your growth is supported, and your success is celebrated. Take the next step in your professional journey—apply now and become part of a team that is redefining the future of digital business services, one satisfied customer at a time.