Licensed Insurance Customer Service Specialist – Retention & Loyalty – Fully Remote – Brighthush

About Brighthush

Brighthush is a forward‑thinking insurance partner that redefines how customers experience coverage and support. With a focus on innovation, data‑driven insights, and a customer‑first philosophy, Brighthush has become a trusted name in the finance and insurance sector. Our mission is simple: to protect what matters most to our clients while delivering exceptional service that keeps them coming back. As a fully remote organization, we empower our team members to work from anywhere in the United States, fostering a culture of flexibility, collaboration, and continuous growth.

Why Join Brighthush?

At Brighthush, you’ll be part of a dynamic, high‑energy team that values creativity, accountability, and a passion for customer success. We invest heavily in our people, offering:

• Competitive base salary plus performance‑based incentives
• Comprehensive health, dental, and vision plans
• Generous paid time off and flexible holiday scheduling
• Unlimited professional development budget and access to industry‑leading training programs
• Regular team‑building events, virtual coffee chats, and a vibrant internal community
• State‑of‑the‑art technology stack that supports remote collaboration and data analytics

Position Overview

We are seeking a Licensed Insurance Customer Service Specialist to join our Retention & Loyalty team. In this role, you will be the frontline advocate for our policyholders, ensuring they receive timely, accurate, and personalized support. Your primary focus will be to handle cancellation inquiries, review coverage options, and implement retention strategies that align with Brighthush’s commitment to customer satisfaction.

Key Responsibilities

• Cancellation Management: Receive and process cancellation calls with empathy, accuracy, and efficiency, ensuring all regulatory and company protocols are followed.
• Coverage Review: Conduct thorough reviews of existing policies, identify gaps, and recommend tailored coverage solutions that meet the unique needs of each customer.
• Retention Strategy Execution: Apply proven retention techniques, including upsell and cross‑sell opportunities, to reduce churn and increase customer lifetime value.
• Data Accuracy: Maintain meticulous records in our CRM system, ensuring all customer interactions and policy changes are logged in real time.
• Compliance & Quality Assurance: Adhere to all state licensing requirements, company policies, and industry best practices to uphold the highest standards of service.
• Continuous Improvement: Participate in regular training sessions, feedback loops, and process improvement initiatives to enhance the customer experience.
• Team Collaboration: Work closely with the Retention Manager, Underwriting, and Claims teams to resolve complex issues and share insights.

Essential Qualifications

• Active Texas Property & Casualty (P&C) license (or ability to obtain within 90 days)
• Minimum of 3 years of experience in an insurance agency setting, preferably with a focus on customer retention or service
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely
• Strong problem‑solving skills and a proactive mindset
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and Microsoft Office Suite
• Demonstrated ability to work independently in a fully remote environment, managing time and priorities effectively
• High level of professionalism, integrity, and a genuine passion for helping people protect what matters most

Preferred Qualifications

• Experience with Brighthush’s proprietary retention tools or similar data‑driven platforms
• Background in sales or cross‑sell initiatives within the insurance industry
• Knowledge of Texas insurance regulations and compliance requirements
• Previous experience in a call center or high‑volume customer service role
• Fluency in Spanish or other languages to serve a diverse customer base

Core Skills & Competencies

• Customer‑Centric Mindset: A deep understanding of customer needs and the ability to build trust quickly.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable solutions.
• Adaptability: Comfortable navigating changing priorities and evolving processes.
• Team Player: Collaborative spirit, with a willingness to share knowledge and support colleagues.
• Tech Savvy: Comfortable learning new software and leveraging technology to streamline workflows.

Career Growth & Learning Opportunities

At Brighthush, your career path is designed to evolve with your ambitions. As a Licensed Insurance Customer Service Specialist, you will have the opportunity to:

• Advance to Senior Retention Analyst or Retention Manager roles, overseeing larger portfolios and leading strategic initiatives.
• Transition into underwriting, claims, or product development teams, leveraging your deep customer insights.
• Earn industry certifications (e.g., Certified Insurance Counselor, Certified Insurance Sales Professional) through our sponsored training programs.
• Participate in cross‑functional projects that shape the future of insurance technology and customer experience.
• Attend annual conferences, webinars, and workshops to stay ahead of market trends and regulatory changes.

Work Environment & Culture

Brighthush’s culture is built on transparency, respect, and a shared commitment to excellence. We celebrate diversity and encourage every team member to bring their authentic self to work. Our remote-first approach means you’ll have the flexibility to balance professional responsibilities with personal life, while still feeling connected through:

• Weekly virtual town halls and Q&A sessions with leadership.
• Monthly “Lunch & Learn” webinars featuring industry experts.
• Peer‑to‑peer recognition programs that highlight outstanding contributions.
• Access to a digital collaboration hub (Slack, Teams, Miro) that keeps everyone in sync.

Compensation & Benefits

We offer a competitive base salary ranging from USD 41,600 to 45,760 per year, commensurate with experience and licensing status. In addition to your base pay, you will receive:

• Performance‑based bonuses tied to retention metrics and customer satisfaction scores.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off (PTO) policy that grows with tenure.
• Flexible work hours and the ability to work from any U.S. location.
• Unlimited learning stipend for courses, certifications, and conferences.
• Employee assistance program (EAP) and mental health resources.

How to Apply

Ready to make a difference in the lives of our customers while advancing your career in a supportive, innovative environment? Click the button below to submit your application and join the Brighthush family.

Apply to Brighthush Today

Closing Statement

At Brighthush, we believe that every policyholder deserves a partner who listens, understands, and delivers solutions that protect what matters most. If you are a licensed insurance professional with a passion for customer retention, a knack for problem‑solving, and a desire to grow within a forward‑looking organization, we want to hear from you. Join us and help shape the future of insurance service—one satisfied customer at a time.