Seasoned Bilingual Customer Service Representative – Remote, English & Spanish – Client Success & Policy Support Specialist at brighthush

About brighthush

brighthush is a trailblazer in the financial services arena, redefining how customers interact with insurance and wealth‑management solutions. With a culture rooted in innovation, collaboration, and a relentless commitment to “Make Tomorrow Better,” we empower every team member to grow, learn, and make a tangible impact on the lives of our clients. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters and your contributions shape the future of the industry.

Why Join brighthush?

As a fully remote, bilingual Customer Service Representative, you’ll become an essential bridge between our policyholders, agents, and internal teams. You’ll help solve real‑world problems, streamline processes, and ensure that every interaction reflects the high standards of brighthush. In return, we provide:

• A competitive salary that rewards your expertise and dedication.
• Comprehensive health, dental, and vision coverage.
• Robust retirement plans, including a company‑matched 401(k) and pension options.
• Paid holidays, flexible time off, and parental leave to support your work‑life balance.
• Subsidized wellness programs, mental‑health counseling, and fitness subscriptions.
• Ongoing professional development, including tuition reimbursement and industry‑certified courses.
• A vibrant, inclusive culture that celebrates diversity and encourages continuous learning.

Role Overview

As a Bilingual Customer Service Representative at brighthush, you will:

• Handle inbound and outbound communications with policyholders and agents in both English and Spanish.
• Resolve inquiries, complaints, and policy changes with precision and empathy.
• Maintain up‑to‑date knowledge of product offerings, regulatory guidelines, and internal processes.
• Process daily requests accurately, ensuring compliance with company standards.
• Collaborate with cross‑functional teams to identify trends, potential fraud, and process improvements.
• Support the distribution and mailing of customer‑service‑generated documents.
• Participate in ongoing training and skill‑enhancement programs.
• Contribute to special projects and initiatives within the customer‑service department.

Key Responsibilities

• Customer Interaction: Answer and return calls, emails, and chat inquiries with professionalism and a solution‑oriented mindset.
• Issue Resolution: Identify root causes of complaints, recommend appropriate solutions, and follow up until resolution.
• Data Management: Accurately process daily requests, update policyholder records, and scan/index documents into OnBase.
• Trend Analysis: Monitor recurring issues, flag potential fraud, and collaborate with the fraud prevention team.
• Process Improvement: Provide feedback on workflow efficiencies and help implement best practices.
• Project Support: Lead or assist in assigned projects, ensuring timely completion and alignment with business goals.
• Team Collaboration: Work closely with agents, underwriters, and other departments to deliver seamless customer experiences.
• Compliance & Confidentiality: Adhere to all regulatory requirements and maintain strict confidentiality of customer data.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• 1–2 years of customer‑service experience, preferably in a call‑center or insurance environment.
• Fluency in English and Spanish (both written and spoken).
• Strong analytical skills with meticulous attention to detail.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities, meet deadlines, and work under pressure.
• High level of integrity, confidentiality, and a supportive attitude toward management.
• Self‑motivated, capable of working independently while being a collaborative team player.

Preferred Qualifications

• Experience with OnBase or similar document‑management systems.
• Knowledge of insurance products, policy administration, and regulatory compliance.
• Previous exposure to fraud detection and investigation processes.
• Experience in a remote work setting with proven time‑management skills.
• Additional language proficiency beyond English and Spanish.

Core Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to analyze complex situations and devise effective solutions.
• Adaptability: Comfortable navigating change and learning new technologies quickly.
• Team Spirit: Willingness to share knowledge, support peers, and contribute to a positive work environment.
• Professionalism: Demonstrates respect, integrity, and a strong work ethic in all interactions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Representative, you’ll 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 Customer Advocate, Process Improvement Analyst, or Team Lead.
• Cross‑functional projects that expose you to different business units and broaden your skill set.
• Annual performance reviews with actionable feedback and development plans.
• Opportunities to earn industry certifications (e.g., FLMI, ICA) through company‑sponsored courses.

Work Environment & Culture

brighthush thrives on a culture of inclusivity, transparency, and continuous improvement. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and cross‑departmental town halls.
• Monthly virtual coffee breaks and social events.
• Open‑door communication channels with leadership.
• Recognition programs that celebrate achievements and milestones.
• Commitment to diversity, equity, and inclusion initiatives.

Compensation & Benefits

While the exact salary will be discussed during the interview process, you can expect:

• A competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans covering you and your family.
• Company‑matched 401(k) and pension contributions.
• Paid holidays, sick leave, and flexible time off.
• Parental leave policies that support new parents.
• Wellness stipend for fitness, mindfulness, and nutrition.
• Access to mental‑health counseling and employee assistance programs.
• Tuition reimbursement and professional development credits.

How to Apply

If you’re ready to bring your bilingual skills, customer‑service expertise, and passion for problem‑solving to a forward‑thinking organization, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

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Join brighthush – Where Your Voice Shapes the Future

At brighthush, we celebrate diversity, encourage innovation, and empower our employees to grow both personally and professionally. As a Bilingual Customer Service Representative, you’ll play a pivotal role in ensuring our clients receive the highest level of support and service. Your contributions will directly influence customer satisfaction, operational efficiency, and the overall success of our organization. If you’re driven, detail‑oriented, and eager to make a difference, we invite you to apply today and become part of a team that values your unique talents and perspectives.