Remote Customer Care Associate – Life Insurance & Annuity Support Specialist at brighthush
About brighthush
brighthush is a global leader in business and technology services, empowering organizations to transform their operations, enhance customer experiences, and accelerate digital innovation. With a presence in more than 50 countries and a workforce of over 10,000 dedicated professionals, brighthush delivers cutting‑edge solutions across finance, insurance, healthcare, and many other sectors. Our mission is simple: to help our clients thrive in an ever‑evolving marketplace by combining deep industry expertise with advanced technology platforms.
As we expand our footprint in the life‑insurance space, we are looking for a passionate, customer‑centric professional to join our Remote Customer Care team. If you thrive in a fast‑paced environment, enjoy solving complex problems, and are committed to delivering exceptional service, brighthush offers you a platform to grow, learn, and make a real impact.
Position Overview
As a Remote Customer Care Associate, you will be the first line of support for life‑insurance policyholders, beneficiaries, agents, and internal stakeholders. Your role will involve handling a high volume of inbound calls, processing transactions, resolving inquiries, and ensuring that every interaction reflects the highest standards of professionalism and accuracy. You will work closely with cross‑functional teams to continuously improve processes, uphold service‑level agreements (SLAs), and maintain a deep understanding of our product portfolio.
Key Responsibilities
- Field 75–100 inbound calls daily, providing timely, accurate, and empathetic support to policyholders, beneficiaries, agents, and internal customers.
- Process a wide range of transactions, including policy updates, beneficiary changes, premium adjustments, withdrawals, and other service requests, while ensuring compliance with regulatory and company policies.
- Review and verify incoming documents for completeness, accuracy, and regulatory compliance.
- Conduct thorough information searches, fact‑finding, and data gathering to resolve inquiries efficiently and effectively.
- Research and resolve routine and recurring issues; appropriately escalated complex cases to senior specialists or management.
- Maintain detailed, accurate records of all customer interactions and transactions across multiple systems.
- Collaborate with internal teams—such as underwriting, claims, and product specialists—to address service gaps and enhance the overall customer experience.
- Adhere to all service‑level agreements (SLAs) and quality benchmarks, consistently meeting or exceeding key performance indicators (KPIs) such as CSAT, AHT, and first‑contact resolution.
- Participate in continuous improvement initiatives, sharing insights and best practices to elevate service quality.
- Ensure a dedicated, professional remote workspace that meets brighthush’s technical and security requirements, including a hard‑wired Ethernet connection and high‑speed internet (≥50 Mbps).
- Maintain compliance with all remote work policies, including 2‑factor authentication, background checks, and drug screening.
Essential Qualifications
- Minimum of 1 year of experience in a call‑center environment, preferably within the life‑insurance or financial services industry.
- Demonstrated knowledge of life‑insurance and annuity products, including policy structures, benefits, and common customer inquiries.
- Strong understanding of regulatory requirements and compliance standards relevant to life‑insurance operations.
- Proficiency with Microsoft Windows PCs, multiple applications, and customer‑service systems (e.g., CRM, workflow tools).
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and professionally.
- High attention to detail, accuracy, and accountability in all work products.
- Ability to multitask, prioritize, and manage time effectively in a remote, high‑volume environment.
- Valid high‑speed internet connection (≥50 Mbps) and a dedicated, noise‑free workspace.
- Pass a background check, drug screening, and meet all remote‑work technical requirements.
Preferred Qualifications
- Experience in a BPO, insurance operations, or customer‑service setting with a focus on life‑insurance products.
- Knowledge of variable annuities, fixed‑term policies, and related industry terminology.
- Previous exposure to SLA monitoring, KPI reporting, and quality assurance processes.
- Familiarity with 2‑factor authentication and secure data handling protocols.
- Experience working with remote teams and using collaboration tools such as Teams, Slack, or Zoom.
- Additional certifications in insurance, customer service, or related fields.
Core Skills & Competencies
- Customer‑centric mindset with a passion for delivering outstanding service.
- Strong analytical and problem‑solving abilities, with a knack for troubleshooting operational issues.
- Excellent organizational skills and the ability to maintain meticulous records.
- Adaptability and resilience in a fast‑paced, evolving environment.
- Team player who collaborates effectively across departments.
- Proactive communication and a willingness to share insights for continuous improvement.
Career Growth & Learning Opportunities
At brighthush, we believe that investing in our people is the key to sustained success. As a Remote Customer Care Associate, you will have access to a wealth of learning resources, including:
- On‑the‑job training modules covering product knowledge, compliance, and customer‑service best practices.
- Mentorship programs pairing you with experienced specialists to accelerate your professional development.
- Regular performance reviews and career‑path discussions to identify growth opportunities within the organization.
- Access to industry conferences, webinars, and certification courses to deepen your expertise.
- Potential pathways to senior support roles, team leadership, or cross‑functional positions in underwriting, claims, or product management.
Work Environment & Company Culture
brighthush fosters a culture of innovation, collaboration, and inclusion. Even as a remote role, you will feel part of a vibrant community through:
- Weekly virtual team huddles and monthly all‑hands meetings.
- Digital channels for knowledge sharing, such as internal wikis, discussion boards, and virtual coffee chats.
- Recognition programs that celebrate individual and team achievements.
- Commitment to work‑life balance, with flexible scheduling options and generous paid time off.
- Inclusive policies that support diversity, equity, and belonging across all levels of the organization.
Compensation, Perks, and Benefits
While the exact salary range will be determined based on experience and qualifications, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with market standards for remote customer‑service roles in the life‑insurance sector.
- Performance‑based bonuses tied to individual and team metrics.
- Comprehensive health, dental, and vision insurance with employer contributions.
- Flexible spending or health savings account options.
- Life and accidental death & dismemberment (AD&D) coverage.
- Short‑ and long‑term disability coverage.
- Paid time off (vacation, sick leave, and personal days).
- Employee assistance program (EAP) for mental health and well‑being support.
- 401(k) retirement plan with company match.
- Additional voluntary or legally required benefits as applicable.
Remote Work Requirements
To ensure a seamless experience for both you and our clients, remote employees must:
- Maintain a dedicated, professional workspace free from distractions.
- Provide a reliable, high‑speed internet connection (≥50 Mbps) with a hard‑wired Ethernet connection.
- Use a personal device (cell phone or tablet) for 2‑factor authentication.
- Adhere to all technical support procedures and protocols, including timely reporting of connectivity issues.
- Keep background noise to a minimum and avoid interruptions during customer interactions.
- Notify management of any changes to work location and obtain prior approval.
Why Join brighthush?
At brighthush, you will:
- Be part of a forward‑thinking organization that values innovation and customer success.
- Work remotely with the flexibility to balance professional and personal commitments.
- Receive ongoing training and development to advance your career.
- Enjoy a supportive, inclusive culture that celebrates diversity and fosters collaboration.
- Benefit from a comprehensive compensation and benefits package designed to support your well‑being.
Ready to Make an Impact?
If you are a dedicated, customer‑focused professional with a passion for life‑insurance and a desire to grow within a dynamic, tech‑driven environment, we encourage you to apply today. Join brighthush and help us deliver world‑class service to policyholders, agents, and partners worldwide.