Seasoned Bilingual Customer Retention Specialist – Life Insurance & Policy Management Expert – Remote Full‑Time & Part‑Time Opportunities with brighthush

About brighthush: A Mission‑Driven Leader in Life Insurance Innovation

brighthush is redefining the way families protect their futures. With a portfolio that blends traditional life insurance with modern, tech‑enabled solutions, we empower customers to make informed decisions about their financial security. Our culture is built on empathy, data‑driven insights, and a relentless commitment to customer success. Whether you’re a seasoned professional or a rising star, brighthush offers a platform where your voice matters, your growth is accelerated, and your impact is felt across the nation.

Why This Role Matters: The Power of Retention in Life Insurance

In the life insurance industry, retention is more than a metric—it’s a lifeline. Every policy that stays active protects a family’s future. Every policy that lapses leaves a gap in coverage that can have lasting consequences. As a Bilingual Customer Retention Specialist, you will be the frontline advocate who turns uncertainty into confidence, ensuring that our policyholders feel valued, understood, and secure.

Key Responsibilities – Your Daily Impact

• Inbound Cancellation Support: Receive and assess calls from policyholders who wish to cancel. Identify root causes, empathize with their concerns, and present tailored retention options that align with their needs.
• Outbound Lapse Recovery: Proactively reach out to customers whose policies have lapsed. Discuss payment plans, coverage adjustments, and the benefits of re‑activating their protection.
• Customer Consultation: Conduct thorough needs analyses for each caller. Recommend policy modifications, riders, or supplemental coverage that enhance value while staying within budget.
• Relationship Building: Use active listening and clear communication to build trust. Ask clarifying questions, summarize key points, and ensure the customer feels heard and respected.
• Documentation & Data Integrity: Log every interaction in our CRM with accurate, up‑to‑date notes. Ensure compliance with regulatory standards and internal quality guidelines.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures. Share this knowledge confidently with customers and teammates.
• Communication Adaptation: Tailor your tone and language to each customer’s preferences, maintaining a calm, supportive demeanor even during challenging conversations.
• Performance & KPI Achievement: Meet or exceed metrics such as call volume, retention rate, first‑call resolution, adherence, and quality scores. Manage daily quotas while maintaining high standards of service.

What You’ll Bring to the Team

• Bilingual Proficiency: Fluency in English and Spanish—speaking, reading, and writing—so you can serve a diverse customer base with confidence.
• Education: High school diploma or equivalent. Advanced coursework or certifications in business, communications, or related fields are a plus.
• Technical Skills: Comfortable using Microsoft Office (Word, Excel, Outlook) and CRM systems. Typing speed of at least 30 words per minute.
• Call Center Experience: Prior experience in a high‑volume, customer‑facing environment is highly valued.
• Insurance & Sales Insight: Familiarity with life or health insurance terminology, and a knack for selling solutions that meet customer needs.
• Communication Excellence: Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Problem‑Solving Mindset: Ability to handle complex policyholder issues with a positive, solution‑oriented attitude.
• Resilience & Adaptability: Thrive in a fast‑paced environment, manage multiple priorities, and stay calm under pressure.
• Attendance & Reliability: Consistent, punctual attendance for your assigned shift—whether full‑time or part‑time.

Essential Skills & Competencies

• Empathy & Active Listening
• Conflict Resolution & Negotiation
• Time Management & Prioritization
• Data Accuracy & Attention to Detail
• Team Collaboration & Knowledge Sharing
• Continuous Learning & Process Improvement

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Bilingual Customer Retention Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new products, regulatory changes, and advanced customer‑service techniques.
• Cross‑functional projects that expose you to underwriting, claims, and product development teams.
• Leadership pathways—our “Retention Champion” program identifies high performers for managerial roles.
• Educational reimbursement for industry certifications (e.g., FLMI, ICA) and courses that enhance your skill set.

Work Environment & Company Culture at brighthush

We’re more than a workplace; we’re a community that values:

• Inclusivity: A diverse team that celebrates different perspectives and backgrounds.
• Collaboration: Open communication channels, regular team huddles, and a “no‑silence” policy for ideas.
• Innovation: Continuous improvement initiatives that let you propose and implement new ideas.
• Well‑Being: Flexible work hours, mental‑health resources, and wellness programs that support your holistic health.
• Recognition: Monthly awards, shout‑outs, and a transparent performance review system that rewards excellence.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive compensation package that reflects your expertise and contributions. In addition, you’ll enjoy:

• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including a company‑matched 401(k).
• Paid holidays, flexible time off, and parental leave.
• Subsidized fitness, mindfulness, nutrition, and sleep resources.
• Company‑paid counseling and mental‑health support.
• Educational reimbursement and paid industry courses.
• Discounts on local events and entertainment.

Why brighthush is the Right Choice for You

When you join brighthush, you’re not just filling a role—you’re becoming part of a mission to make life insurance accessible, understandable, and valuable for families across the country. You’ll work with a team that values your voice, encourages your growth, and rewards your dedication. Whether you’re looking for a full‑time career or a flexible part‑time role, brighthush offers the support, resources, and culture you need to thrive.

Ready to Make a Difference? Apply Today!

We’re excited to meet professionals who are ready to bring empathy, expertise, and enthusiasm to our retention team. If you’re bilingual, customer‑centric, and eager to help people protect what matters most, we want to hear from you. Click the link below to submit your application and start your journey with brighthush.