Seasoned 24/7 Bilingual Spanish Contact Center Customer Experience Specialist – Champion Customer Success & Engagement Leader at brighthush

About brighthush

brighthush is more than a financial services provider; it’s a catalyst for empowerment, innovation, and community resilience. With a nationwide footprint, we help individuals and businesses navigate complex financial landscapes, offering cutting‑edge digital tools, personalized guidance, and a steadfast commitment to transparency. Our culture thrives on collaboration, continuous learning, and a relentless focus on customer experience. Every team member brings a unique perspective, and we celebrate the diversity of ideas that drive our collective success.

Why Join brighthush?

At brighthush, we’re not just a bank – we’re a movement. From day one, you’ll have the chance to:

• Work with state‑of‑the‑art technology that streamlines banking and enhances customer interactions.
• Participate in mentorship programs that pair you with seasoned professionals across the organization.
• Access a wealth of learning resources, including online courses, certifications, and in‑house workshops.
• Contribute to community initiatives that support financial literacy and local economic growth.
• Be part of a culture that values innovation, diversity, equity, and belonging.

Role Overview

As a Contact Center Customer Experience Specialist, you will be the frontline advocate for our customers, ensuring every interaction is handled with professionalism, empathy, and efficiency. This 24‑hour role is ideal for individuals who thrive in dynamic environments, enjoy problem‑solving, and are passionate about delivering exceptional service. You will serve as the bridge between customers and the many departments that make brighthush’s products and services possible.

Key Responsibilities

• Respond to inbound telephone and email inquiries, providing accurate information on accounts, products, and services.
• Investigate and resolve customer issues, including fraud support and internet operations, using multiple systems and tools.
• Act as a liaison between customers and various brighthush departments to resolve complex technical or service challenges.
• Maintain a deep understanding of brighthush’s product suite, rates, terms, fees, and regulatory requirements.
• Document all customer interactions in the CRM with clarity and detail, ensuring compliance with internal policies.
• Identify opportunities to upsell or cross‑sell relevant products that meet customer needs.
• Participate in continuous improvement initiatives to enhance call center processes and customer satisfaction scores.
• Adhere to all security, privacy, and compliance standards, safeguarding customer data at all times.
• Support shift coverage for 24‑hour operations, including weekend and holiday coverage as needed.

Shift Schedule & Compensation

We offer flexible shift options to accommodate diverse lifestyles:

• 10:30 AM – 7:00 PM (Off Tuesdays & Saturdays)
• 12:30 PM – 9:00 PM (Off Sundays & Wednesdays)
• 2:45 PM – 11:15 PM (Off Sundays & Tuesdays)

Shifts beginning at 12:30 PM or later receive a 10% shift differential. Bilingual Spanish speakers will receive a 10% language premium after successful assessment and training.

Location & Remote Work

This is a fully remote position with a preference for candidates residing near the following hubs:

• Phoenix/Tempe, AZ
• Atlanta, GA
• Charlotte, NC
• Cincinnati, OH
• Milwaukee, WI
• St. Louis, MO
• Twin Cities, MN

All roles are designated as U.S. home‑based remote. We provide the necessary tools and support to ensure a productive home office environment.

Essential Qualifications

• High school diploma or equivalent.
• Minimum nine months of contact center customer service experience, or 18 months of related customer service experience.
• Completion of specialized skill training relevant to banking or financial services.
• Strong verbal and written communication skills.
• Proficiency in navigating multiple computer systems and applications.
• Excellent problem‑solving and negotiation abilities.
• Ability to manage time effectively and multitask in a fast‑paced environment.
• Positive attitude when dealing with dissatisfied customers.

Preferred Qualifications

• Experience with fraud prevention and internet banking operations.
• Knowledge of banking regulations and compliance standards.
• Proficiency in Microsoft Office Suite and CRM platforms.
• Previous experience in a bilingual environment, especially Spanish.
• Demonstrated ability to work independently while collaborating with cross‑functional teams.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering outstanding service.
• Strong analytical skills to diagnose and resolve complex issues.
• Adaptability to changing priorities and evolving technology.
• High emotional intelligence and empathy.
• Attention to detail and commitment to accuracy.
• Team player who thrives in a collaborative culture.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from day one. As a Contact Center Customer Experience Specialist, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior leaders and subject matter experts.
• Clear career pathways to roles such as Senior Specialist, Team Lead, Operations Manager, or Product Specialist.
• Opportunities to participate in cross‑functional projects that broaden your skill set.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Culture

Our remote work model is designed to support work‑life balance while fostering a sense of community:

• Weekly virtual coffee chats and team huddles.
• Monthly town‑hall meetings with executive leadership.
• Access to a digital collaboration platform for real‑time communication.
• Inclusive culture that celebrates diversity, equity, and belonging.
• Employee resource groups focused on professional growth and community impact.

Compensation & Benefits

We offer a competitive salary range of $20.00 – $22.50 per hour, with potential for overtime and shift differentials. In addition, brighthush provides a comprehensive benefits package that includes:

• Medical, dental, and vision coverage for you and your family.
• Basic and optional term life insurance.
• Short‑term and long‑term disability insurance.
• Pregnancy disability and parental leave.
• 401(k) plan with employer match.
• Paid vacation (2–5 weeks based on tenure and salary grade).
• Up to 11 paid holidays.
• Adoption assistance.
• Sick and safe leave accruals (1 hour per 30 hours worked, up to 80 hours per year).
• Employee assistance program and wellness resources.

Additional perks include performance bonuses, recognition programs, and opportunities to participate in equity stock purchase plans.

How to Apply

Ready to join a team that values innovation, customer focus, and personal growth? Submit your application through our career portal. We encourage you to highlight your customer service experience, problem‑solving skills, and any bilingual capabilities.

Closing Statement

At brighthush, we’re dedicated to creating a future where every customer feels heard, supported, and empowered. If you’re a motivated, customer‑first professional who thrives in a dynamic, remote environment, we want to hear from you. Join us and help shape the next generation of financial services.