Seasoned Bilingual Customer Service Specialist – Remote, Part‑Time, High‑Impact Position in Group Savings & Retirement Solutions at brighthush – Championing Financial Well‑Being

About brighthush

brighthush is a leading global technology partner that redefines how businesses and their people connect, collaborate, and thrive. With a vibrant workforce of over 3,000 professionals spanning North America, Europe, and Asia, we place People First at the core of everything we do. Our mission is to deliver secure, scalable, and user‑friendly solutions that empower organizations to create lasting value for their employees.

In today’s fast‑evolving financial services landscape, group savings and retirement solutions are more critical than ever. Employees demand reliable, intuitive platforms to manage their retirement savings, while employers seek compliant, scalable tools that support their workforce’s long‑term well‑being. At brighthush, we bridge that gap by delivering cutting‑edge, cloud‑based platforms that simplify plan administration, enhance participant engagement, and drive measurable outcomes for both employers and employees.

Our culture is built on continuous learning, collaboration, and inclusion. We champion a growth mindset, encouraging every team member to experiment, iterate, and innovate. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment where your ideas are heard, your contributions are valued, and your professional development is a top priority.

Why Join brighthush?

As a part‑time, permanent Customer Service Specialist, you will become an integral part of the Group Savings & Retirement team, supporting our clients’ financial well‑being. This role offers:

• Remote flexibility: Work from anywhere in Canada with a schedule that fits your life—up to 37.5 hours per week, with a minimum of 20 hours.
• Competitive compensation: Earn between $20 and $22 CAD per hour, with potential for overtime and performance bonuses.
• Comprehensive benefits: Paid training, ergonomic equipment, health and wellness programs, and a clear career progression path.
• Impactful work: Your interactions directly influence employees’ retirement readiness and financial confidence.
• Growth opportunities: Structured learning programs, mentorship, and the chance to move into senior support, team lead, or cross‑functional roles.

At brighthush, we believe that every team member should thrive. That’s why we invest in your professional growth, provide a supportive work environment, and celebrate your successes—both big and small.

Key Responsibilities

In this role, you will:

• Handle inbound inquiries: Respond promptly to participants’ questions about employer‑sponsored savings and retirement plans, ensuring a high level of customer satisfaction.
• Process transactions: Assist clients with deposits, withdrawals, and retirement rollovers, following strict compliance and security protocols.
• Provide accurate information: Deliver clear, timely guidance on plan features, eligibility criteria, and policy updates, using your deep knowledge of group savings products.
• Escalate complex issues: Identify when a case requires specialist attention, route it appropriately, and follow up to guarantee resolution.
• Maintain meticulous records: Log every interaction in the ticketing system, ensuring data integrity and adherence to SLA targets.
• Drive process improvement: Analyze recurring issues, propose enhancements, and collaborate with cross‑functional teams to refine service delivery.
• Uphold confidentiality: Protect sensitive participant data, comply with data security standards, and maintain strict confidentiality at all times.
• Support new initiatives: Work closely with product, marketing, and onboarding teams to support new product launches and client onboarding activities.
• Engage in continuous learning: Participate in ongoing training sessions, webinars, and product workshops to stay current on industry trends and platform updates.

Essential Qualifications

• Education: High school diploma or equivalent.
• Experience: 1–3 years of customer service experience, preferably in a high‑volume call center environment.
• Language proficiency: Fluency in English and French (both written and spoken) to serve a bilingual client base.
• Technical skills: Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, SharePoint) and experience using ticketing systems.
• Typing speed: 30–40 words per minute with excellent attention to detail.
• Remote work aptitude: Ability to work independently, manage time effectively, and communicate clearly with teammates in a virtual setting.

Preferred Qualifications

• Knowledge of group savings and retirement products, including defined contribution plans and pension plans.
• Experience with Genesys Cloud CX or similar contact center platforms.
• Background in financial services or insurance, with an understanding of regulatory compliance.
• Prior exposure to data security protocols, such as GDPR or PIPEDA compliance.

Core Skills & Competencies

• Communication excellence: Exceptional verbal and written communication in both English and French.
• Strong problem‑solving and analytical thinking, with the ability to troubleshoot complex issues quickly.
• Time‑management and multitasking skills to meet SLA targets while maintaining quality.
• Proactive, team‑oriented mindset with a passion for continuous improvement and innovation.
• Reliability, flexibility, and a commitment to confidentiality and data protection.
• Positive attitude, resilience, and the ability to thrive in high‑pressure situations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Specialist, you will:

• Gain exposure to the full lifecycle of group savings and retirement solutions, from onboarding to ongoing support.
• Participate in structured learning programs, including product certifications, soft‑skill workshops, and leadership development.
• Earn performance bonuses and qualify for annual salary reviews based on measurable impact.
• Progress into senior support roles, team lead positions, or cross‑functional projects within the Customer Experience practice.
• Access mentorship from industry‑certified experts and a global network of professionals.
• Leverage internal mobility programs to explore roles in product management, compliance, or data analytics.

Work Environment & Culture

The role is fully remote, allowing you to work from anywhere in Canada. You will be part of a dynamic, collaborative team that values:

• Flexibility: Schedule up to 37.5 hours per week with a minimum of 20 hours.
• Inclusivity: A culture that celebrates diverse perspectives, backgrounds, and experiences.
• Transparency: Open communication channels, regular feedback loops, and a flat hierarchy that encourages idea sharing.
• Well‑being: Resources for mental and physical health, including paid time off, wellness programs, and employee assistance programs.
• Community: Virtual team‑building events, hackathons, and cross‑departmental initiatives that foster camaraderie.

Compensation, Perks & Benefits

Competitive hourly rate of $20–$22 CAD with potential for overtime. Benefits include:

• Paid training and onboarding to equip you with the skills you need to succeed.
• Computer equipment and ergonomic support to create a comfortable home‑office setup.
• Paid sick days (2 days after 3 months) and paid vacation (2 weeks after 3 months).
• RRSP matching program (available after 6 months) to help you plan for the future.
• Group insurance coverage (after 3 months) covering health, dental, and vision plans.
• Paid holidays and public holiday observances.
• Access to a comprehensive benefits portal for health, dental, and vision plans.
• Employee wellness stipend, mental health resources, and flexible work‑from‑home allowances.
• Annual performance bonus program and recognition awards.

How to Apply

If you are ready to make a meaningful impact in a supportive, growth‑oriented environment, we encourage you to apply today. Join brighthush and help shape the future of work—together.