Remote Inbound Customer Service Representative – Elevate Member Experience & Drive Success at brighthush

About brighthush

brighthush is a trailblazing fintech solutions provider that partners with thousands of financial institutions across North America. Our mission is simple yet powerful: accelerate our partners’ success by delivering cutting‑edge technology and world‑class service. We thrive on innovation, collaboration, and a deep commitment to the people we serve—both our clients and their members. As a remote‑first organization, we empower our teams to work from anywhere while fostering a culture of psychological safety, belonging, and continuous growth.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑velocity environment where every call, every interaction, and every solution matters. We’re not just a contact center; we’re a catalyst for change in the financial services industry. If you’re passionate about delivering exceptional customer experiences, eager to learn new technologies, and ready to grow your career in a supportive, inclusive setting, brighthush is the place for you.

Position Overview

As a Remote Inbound Customer Service Representative, you will serve as the first line of support for Credit Union employees and members. Your role will involve handling inbound calls, resolving inquiries, and ensuring every interaction reflects brighthush’s commitment to excellence. You will also be responsible for meeting performance targets and advancing along our clear career path.

Key Responsibilities

• Answer and manage inbound calls from Credit Union members and staff with professionalism and empathy.
• Navigate and utilize brighthush’s suite of tools—Memberview, Shared Branch, Hot Card, Connex Card Support, MS Custom, Call Center Console, and Springboard—to resolve inquiries efficiently.
• Maintain a high level of service quality, consistently meeting or exceeding performance metrics such as call handling time, first‑contact resolution, and customer satisfaction scores.
• Demonstrate composure and professionalism in challenging situations, applying conflict‑resolution techniques to de‑escalate issues.
• Build and nurture productive relationships with teammates, supervisors, and cross‑functional partners.
• Represent brighthush’s brand positively, upholding our reputation for integrity, collaboration, and curiosity.
• Participate in ongoing training—classroom sessions, on‑the‑job coaching, and self‑study—to deepen product knowledge and stay current with industry trends.
• Adhere to all company policies, procedures, and regulatory requirements, ensuring compliance with state and federal laws.
• Report identified risks—especially information security risks—to the appropriate teams and management.
• Support brighthush’s core values of Dedication, Collaboration, Belonging, Curiosity, and Integrity in every interaction.

Day in the Life

Imagine starting your shift with a quick team huddle, reviewing the day’s priorities, and then diving into a stream of calls. You’ll handle a mix of routine account inquiries, technical support, and member feedback, all while leveraging brighthush’s advanced CRM and knowledge base. Between calls, you’ll update call logs, document solutions, and collaborate with your team to refine processes. Your day will be fast‑paced, rewarding, and full of learning opportunities.

Essential Qualifications

• High school diploma or equivalent.
• Some post‑secondary education is desirable.
• Strong verbal and written communication skills in English.
• Basic computer proficiency—Word, Excel, Outlook, and web browsers.
• Demonstrated customer‑service excellence and a passion for problem solving.
• Ability to interpret information accurately and make sound decisions.
• Comfortable working independently and as part of a collaborative team.
• Physical ability to sit for extended periods, use hands for typing and mouse navigation, and occasionally lift up to 25 pounds.

Preferred Qualifications

• Experience in a call center or customer support role.
• Familiarity with financial services or fintech products.
• Knowledge of call‑center metrics and performance dashboards.
• Experience with CRM systems and knowledge‑base platforms.
• Multilingual abilities—especially Spanish—are a plus.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help.
• Strong analytical and problem‑solving skills.
• Excellent time‑management and organizational abilities.
• Adaptability to changing priorities and new technologies.
• High emotional intelligence and the ability to remain calm under pressure.
• Team player who values collaboration and knowledge sharing.
• Commitment to continuous learning and self‑improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As an Inbound Customer Service Representative, you’ll have a clear career path that can lead to:

• Senior Agent or Team Lead roles, where you’ll mentor new hires and shape team performance.
• Specialist positions focusing on specific product lines or technical support.
• Cross‑functional roles in product development, quality assurance, or operations.
• Leadership tracks that prepare you for management and executive positions.

We invest heavily in professional development through tuition reimbursement, e‑learning courses, industry certifications, and mentorship programs. Your growth is our priority.

Work Environment & Culture

brighthush’s remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative community. We prioritize:

• Psychological safety—your voice matters, and we listen.
• Work‑life balance—flexible schedules and generous paid time off.
• Diversity and inclusion—every team member is valued and respected.
• Continuous improvement—feedback loops, innovation challenges, and open communication.
• Community impact—volunteer time off, charitable giving, and local outreach.

Compensation & Benefits

Competitive starting rate of $18.96 per hour, with opportunities for performance bonuses, shift differentials, and language bonuses. In addition to base pay, you’ll enjoy a comprehensive benefits package:

• Health, dental, and vision coverage with telemedicine options.
• Life insurance—basic and optional.
• Paid time off (PTO), 12 paid holidays, and flexible vacation policies.
• Maternity, parental, and family care leave.
• Community volunteer time off.
• Company‑paid disability insurance.
• 401(k) with employer match.
• Health Savings Account (HSA) with company contributions.
• Flexible Spending Account (FSA) for dependent care and medical expenses.
• Supplemental insurance options.
• Employee Assistance Program (EAP) for mental health and well‑being.
• Tuition reimbursement for approved courses and certifications.
• Wellness program—gym memberships, mindfulness sessions, and health challenges.

Performance & Service Standards

We hold ourselves to the highest standards of service. Your success will be measured by:

• First‑contact resolution rates.
• Customer satisfaction scores.
• Adherence to call handling time guidelines.
• Compliance with regulatory and company policies.
• Active participation in training and continuous improvement initiatives.

How to Apply

Ready to elevate your career and make a real impact? Click the link below to submit your application and join brighthush’s mission to transform financial services through technology and exceptional customer care.

Apply to this job

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.