Seasoned Bilingual Customer Service Representative – Remote (English & Spanish) – Client Success & Policy Support Specialist for brighthush

About brighthush

brighthush is a market‑leading innovator in the financial services sector, reshaping how individuals and families experience insurance, wealth‑management, and risk‑mitigation solutions. Our mission—“Make Tomorrow Better”—drives a culture of relentless curiosity, collaborative problem‑solving, and purposeful impact. Whether you are a seasoned professional looking to deepen your expertise or a rising talent eager to launch a rewarding career, brighthush offers a dynamic, fully remote workplace where every voice is heard, every idea is valued, and every employee has a clear path to personal and professional growth.

Why Join brighthush?

As a Remote Bilingual Customer Service Representative, you become the essential bridge that connects policyholders, agents, and internal partners across the nation. You will help solve real‑world challenges, streamline critical processes, and ensure every interaction reflects the high standards and empathy that define brighthush. In return, we invest in you with a comprehensive rewards package, continuous learning opportunities, and a supportive community that celebrates diversity.

• Competitive Compensation: Base salary aligned with industry benchmarks plus performance‑based bonuses.
• Health & Wellness: Medical, dental, vision coverage for you and your family, plus a wellness stipend for fitness, mindfulness, and nutrition programs.
• Retirement Security: Company‑matched 401(k) and optional pension contributions to help you build a solid financial future.
• Work‑Life Harmony: Paid holidays, flexible paid time off, parental leave, and a remote‑first schedule that respects your personal commitments.
• Professional Development: Tuition reimbursement, industry‑certified courses, mentorship programs, and sponsorship for certifications such as FLMI or ICA.
• Inclusive Culture: Employee resource groups, diversity & inclusion initiatives, and regular virtual social events that foster connection across time zones.

Role Overview

In this role you will be the frontline ambassador for brighthush, delivering world‑class service to English‑ and Spanish‑speaking customers. Your day‑to‑day responsibilities will blend high‑touch communication, meticulous data management, and proactive problem‑solving, all while adhering to regulatory standards and internal best practices.

Key Responsibilities

• Customer Interaction: Answer inbound calls, respond to emails and chat messages, and initiate outbound outreach in both English and Spanish, always maintaining a courteous, solution‑focused demeanor.
• Issue Resolution: Diagnose root causes of inquiries or complaints, propose appropriate remedies, and follow through until the customer’s issue is fully resolved.
• Policy Administration: Process policy changes, endorsements, cancellations, and renewals with precision, ensuring all actions comply with brighthush’s guidelines and regulatory requirements.
• Data Management & Documentation: Accurately update policyholder records, scan and index documents into OnBase (or comparable systems), and maintain audit‑ready logs of all interactions.
• Trend & Fraud Analysis: Monitor recurring issues, flag suspicious activity, and collaborate with the fraud prevention team to protect both customers and the organization.
• Process Improvement: Provide actionable feedback on workflow inefficiencies, contribute ideas for automation, and participate in continuous‑improvement initiatives.
• Project Participation: Lead or support special projects—such as new product rollouts, system migrations, or customer‑experience pilots—ensuring timely delivery and alignment with business objectives.
• Cross‑Functional Collaboration: Partner with agents, underwriters, claims specialists, and IT teams to deliver seamless, end‑to‑end service experiences.
• Compliance & Confidentiality: Uphold all regulatory standards (e.g., GDPR, HIPAA, state insurance statutes) and safeguard sensitive customer information at all times.

Essential Qualifications

• High school diploma or equivalent; an associate’s degree or higher is preferred.
• 1–2 years of customer‑service experience, ideally within a call‑center, insurance, or financial‑services environment.
• Fluent in both English and Spanish—written and spoken—with the ability to convey complex information clearly.
• Strong analytical mindset and meticulous attention to detail when handling policy data and documentation.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfort navigating web‑based CRM platforms.
• Excellent verbal and written communication skills, including active listening and empathetic response techniques.
• Demonstrated ability to juggle multiple priorities, meet tight deadlines, and thrive under pressure.
• High integrity, respect for confidentiality, and a collaborative, supportive attitude toward teammates and management.
• Self‑motivated, capable of working independently while contributing positively to a remote team environment.

Preferred Qualifications

• Hands‑on experience with OnBase, SharePoint, or other document‑management systems.
• Working knowledge of insurance products, policy administration workflows, and relevant regulatory frameworks.
• Exposure to fraud detection, investigation, or risk‑assessment processes.
• Proven success in a remote‑first role, demonstrating disciplined time‑management and virtual‑collaboration skills.
• Additional language proficiency (e.g., French, Mandarin, Portuguese) is a strong asset.

Core Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving Acumen: Ability to dissect complex scenarios, identify root causes, and implement effective solutions.
• Adaptability: Comfort navigating change, learning new technologies quickly, and thriving in a fast‑paced environment.
• Team Spirit: Willingness to share knowledge, support peers, and contribute to a positive, inclusive culture.
• Professionalism: Consistent demonstration of respect, integrity, and a strong work ethic in all interactions.

Career Growth & Learning Opportunities

brighthush believes that talent flourishes when it is nurtured from within. As a Bilingual Customer Service Representative, you will have access to a clear, structured career ladder and a wealth of development resources:

• Onboarding Excellence: A multi‑phase onboarding program that covers product knowledge, compliance fundamentals, and advanced communication techniques.
• Continuous Learning: Monthly webinars, e‑learning modules, and access to a curated library of industry publications.
• Mentorship & Coaching: Pairing with senior leaders and subject‑matter experts who provide guidance, feedback, and career‑planning support.
• Career Pathways: Opportunities to advance to Senior Customer Advocate, Process Improvement Analyst, Team Lead, or even specialized roles in Claims, Underwriting, or Product Management.
• Cross‑Functional Exposure: Participation in cross‑departmental initiatives that broaden your skill set and increase visibility across the organization.
• Certification Sponsorship: Financial support for industry certifications such as the Life & Health Insurance License, FLMI, or ICA.

Work Environment & Culture at brighthush

Even though you will be working remotely, brighthush cultivates a vibrant, connected community that mirrors the energy of a bustling office:

• Virtual Team Huddles: Daily stand‑ups and weekly round‑tables to share wins, discuss challenges, and align on priorities.
• Social Engagement: Monthly virtual coffee chats, game nights, and themed celebrations that foster camaraderie.
• Open‑Door Leadership: Direct access to senior executives through town halls, Q&A sessions, and digital office hours.
• Recognition Programs: Peer‑nominated awards, “Spotlight” features, and milestone celebrations that highlight individual and team achievements.
• Diversity, Equity & Inclusion: Ongoing DEI training, employee resource groups, and a commitment to equitable hiring and promotion practices.
• Technology Enablement: State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Zoom) and a home‑office stipend to ensure you have a productive workspace.

Compensation, Perks & Benefits

While exact salary details will be discussed during the interview process, you can expect a total rewards package that reflects the value you bring to brighthush:

• Competitive base salary with annual merit increases.
• Performance‑driven bonuses and incentive programs.
• Comprehensive medical, dental, and vision plans for you, your spouse, and dependents.
• Company‑matched 401(k) contributions and optional pension plans.
• Generous paid holidays, sick leave, and flexible PTO to support work‑life balance.
• Parental leave (maternity, paternity, and adoption) with paid weeks and job protection.
• Wellness stipend for gym memberships, virtual fitness classes, or mental‑health apps.
• Employee Assistance Program (EAP) offering confidential counseling and support services.
• Tuition reimbursement for approved degree or certification programs.
• Annual technology allowance for home‑office upgrades (monitor, ergonomic chair, etc.).

How to Apply

If you are ready to leverage your bilingual communication skills, customer‑service expertise, and passion for problem‑solving within a forward‑thinking, remote‑first organization, we want to hear from you. Click the button below to submit your resume, cover letter, and any relevant certifications. Join brighthush and become a pivotal part of a team that values your unique talents and empowers you to shape the future of financial services.

Apply Now – Become a Bilingual Customer Service Champion at brighthush

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 will 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 are driven, detail‑oriented, and eager to make a difference, apply today and become part of a team that values your unique perspective and rewards your commitment.