Seasoned Bilingual Customer Success Specialist – Spanish & English – Remote Call Center Champion Driving Exceptional Service & Client Advocacy

About brighthush

brighthush is a forward‑thinking financial services organization that empowers people to achieve their dreams through innovative mortgage solutions, personalized customer care, and a culture of integrity. With a growing footprint across the southeastern United States, brighthush is dedicated to delivering a seamless, secure, and supportive experience for every client. Our mission is simple: to make homeownership accessible, transparent, and rewarding. We combine cutting‑edge technology with a human‑first philosophy, ensuring that every interaction—whether digital or voice‑based—adds real value to the lives of our borrowers.

Why Join brighthush?

At brighthush, you’ll become part of a dynamic, purpose‑driven team that values collaboration, continuous learning, and a passion for excellence. We believe that great customer service starts with great people, and we invest heavily in our agents’ professional growth. Whether you’re a seasoned call‑center veteran or just starting your career, brighthush offers a supportive environment where your voice matters, your ideas are heard, and your career can flourish.

Our remote‑first model is built on trust, flexibility, and high performance. You’ll enjoy the freedom to work from anywhere in the United States while staying tightly connected to a community of peers through regular virtual gatherings, mentorship programs, and transparent leadership communication.

Position Overview

As a Bilingual Customer Success Specialist at brighthush, you will serve as the primary point of contact for Spanish‑ and English‑speaking clients, ensuring they receive timely, accurate, and empathetic support throughout their mortgage journey. You will work remotely, collaborating with cross‑functional teams to resolve inquiries, provide product education, and drive customer satisfaction metrics that align with brighthush’s high standards. This role is pivotal in turning complex financial processes into understandable, confidence‑building experiences for our diverse clientele.

The ideal candidate is a natural problem‑solver, fluent in both languages, and comfortable navigating multiple software platforms while maintaining a calm, solution‑focused demeanor under pressure.

Key Responsibilities

• Handle inbound and outbound calls, emails, and live‑chat inquiries in both Spanish and English, maintaining a professional and courteous tone that reflects brighthush’s brand values.
• Provide comprehensive product knowledge, explaining mortgage options, application processes, eligibility criteria, and regulatory considerations to clients of varying financial literacy levels.
• Resolve customer issues efficiently, escalating complex cases to the appropriate departments while ensuring a smooth handoff and clear follow‑up communication.
• Track and document all interactions in the CRM system with meticulous attention to detail, ensuring data accuracy, compliance with regulatory standards, and easy retrieval for future reference.
• Monitor key performance indicators (KPIs) such as first‑contact resolution, average handling time, net promoter score (NPS), and customer satisfaction (CSAT) scores, striving to exceed targets and contribute to team‑wide goals.
• Collaborate with Sales, Underwriting, Compliance, and Product teams to gather necessary information, expedite client approvals, and provide feedback that informs product enhancements.
• Participate in ongoing training sessions, webinars, and certification programs to stay current on product updates, industry trends, and best practices in bilingual customer service.
• Contribute to continuous‑improvement initiatives by identifying recurring issues, proposing process enhancements, and helping to develop self‑service resources such as multilingual knowledge bases and FAQs.
• Maintain a high level of professionalism and confidentiality, adhering to all company policies, data‑privacy regulations (including GDPR and CCPA where applicable), and industry compliance requirements.
• Support the development and maintenance of multilingual knowledge bases, video tutorials, and step‑by‑step guides that empower clients to resolve routine questions independently.
• Act as a cultural ambassador, leveraging your understanding of Spanish‑speaking markets and cultural nuances to tailor communication styles and improve overall client satisfaction.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Finance, or a related field, or equivalent work experience demonstrating mastery of customer‑service principles.
• Minimum of 2 years of experience in a call‑center or customer‑support role, preferably within the financial services or mortgage industry.
• Fluent in both Spanish and English, with excellent verbal and written communication skills in each language, including the ability to translate technical terminology into plain language.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and the Microsoft Office Suite; experience with ticketing systems and call‑recording tools is a plus.
• Strong problem‑solving skills and the ability to remain calm under pressure, turning challenging situations into positive outcomes.
• Demonstrated commitment to delivering exceptional customer experiences, evidenced by high CSAT or NPS scores in previous roles.
• Reliable high‑speed internet connection (minimum 25 Mbps download/5 Mbps upload) and a quiet, dedicated workspace that meets brighthush’s remote‑work standards.
• Valid U.S. work authorization and the ability to work flexible hours, including occasional evenings or weekends to accommodate client needs across time zones.

Preferred Qualifications

• Experience in mortgage or loan processing, with a solid understanding of underwriting, credit analysis, and regulatory compliance (e.g., RESPA, TILA).
• Certification in Customer Service Excellence, such as the Certified Customer Service Professional (CCSP) or a related credential.
• Experience with data‑analysis tools (e.g., Excel advanced functions, Power BI, Tableau) to track performance metrics and generate actionable insights.
• Deep knowledge of Spanish‑speaking markets, cultural nuances, and regional dialects that influence client expectations and communication styles.
• Previous experience working in a remote or distributed team environment, demonstrating self‑discipline, time‑management, and virtual‑collaboration skills.
• Multilingual abilities beyond Spanish (e.g., Portuguese, French) are considered an added advantage.

Core Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both languages, with the ability to simplify complex financial concepts.
• Technical Proficiency: Comfortable navigating multiple software systems, troubleshooting basic technical issues, and learning new platforms quickly.
• Adaptability: Ability to adjust to changing priorities, new processes, and evolving product offerings without loss of productivity.
• Team Collaboration: Willingness to share insights, support colleagues across departments, and contribute to a culture of collective success.
• Customer‑Centric Mindset: Passion for understanding client needs, anticipating concerns, and delivering tailored solutions that exceed expectations.
• Time Management: Efficiently balancing multiple tasks, meeting deadlines, and maintaining high quality across all interactions.
• Analytical Thinking: Ability to interpret data, identify trends, and propose improvements that enhance service delivery and operational efficiency.
• Emotional Intelligence: Sensitivity to client emotions, cultural contexts, and the ability to de‑escalate tense situations with poise.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustainable success. As a Bilingual Customer Success Specialist, you will have access to a wealth of learning resources designed to accelerate your professional development and open pathways to leadership roles.

• Structured Onboarding: A comprehensive 30‑day onboarding program that covers product knowledge, compliance fundamentals, CRM mastery, and soft‑skill development.
• Monthly Skill‑Building Workshops: Interactive sessions on advanced communication techniques, conflict resolution, data analytics, and emerging mortgage‑industry trends.
• Mentorship Pairing: One‑on‑one mentorship with senior agents or managers who provide guidance, performance feedback, and career‑planning advice.
• Clear Career Pathways: Defined progression routes to roles such as Team Lead, Customer Success Manager, Product Specialist, or even Operations Analyst.
• Certification Support: Financial reimbursement for industry‑relevant certifications (e.g., Certified Mortgage Banker, CCSP) and tuition assistance for relevant coursework.
• Industry Conferences & Webinars: Sponsored attendance at national mortgage and fintech conferences, giving you exposure to thought leaders and cutting‑edge innovations.
• Cross‑Functional Projects: Opportunities to join task forces focused on process improvement, technology integration, and customer‑experience design.

Work Environment & Company Culture

brighthush fosters a culture that values transparency, innovation, and work‑life balance. Even though you’ll be working remotely, you’ll feel connected through a suite of intentional engagement initiatives.

• Weekly Virtual Team Huddles: Short, focused meetings to share updates, celebrate wins, and discuss challenges in real time.
• Monthly All‑Hands Meetings: Company‑wide gatherings where leadership shares vision, strategic priorities, and celebrates milestones.
• Open‑Door Communication Channels: Dedicated Slack channels, virtual office hours with senior leaders, and anonymous feedback tools that encourage idea sharing.
• Recognition Programs: “Agent of the Month,” peer‑nominated awards, and performance‑based bonuses that spotlight outstanding customer impact.
• Diversity, Equity, & Inclusion (DEI) Initiatives: Employee resource groups, cultural celebration events, and DEI training that ensure every voice is heard and valued.
• Wellness Focus: Access to mental‑health resources, virtual yoga sessions, and a flexible schedule that supports personal commitments.
• Technology Stipend: Annual allowance for ergonomic furniture, high‑quality headsets, monitors, and other tools that enhance your remote workspace.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package designed to attract and retain top talent.

• Base salary commensurate with industry standards for remote call‑center agents, reviewed annually.
• Performance‑based bonuses tied to customer‑satisfaction metrics, first‑contact resolution rates, and team goals.
• Comprehensive health, dental, and vision insurance plans with options for family coverage and flexible spending accounts (FSAs).
• 401(k) retirement plan with generous company match to help you build long‑term financial security.
• Paid time off (PTO) that includes vacation days, sick leave, holidays, and additional “mental‑health days” to recharge.
• Flexible work schedule that accommodates personal commitments, childcare responsibilities, or educational pursuits.
• Professional‑development stipend for courses, certifications, or conferences that align with your career goals.
• Employee assistance program (EAP) offering confidential counseling, legal advice, and financial planning resources.
• Technology stipend to ensure you have the necessary hardware and software for a high‑performing remote office.
• Company‑wide wellness challenges, virtual coffee chats, and quarterly “bring‑your‑pet” video sessions to keep morale high.

How to Apply

If you are passionate about helping people achieve their homeownership dreams and thrive in a fast‑paced, customer‑centric environment, we want to hear from you. Please submit your resume and a brief cover letter that outlines:

• Your experience delivering bilingual customer service in a financial or mortgage setting.
• Specific examples of how you have resolved complex client issues while maintaining high satisfaction scores.
• Why you are excited about the opportunity to grow with brighthush and how your career aspirations align with our mission.

Applications are accepted through our online portal. After submission, our talent acquisition team will review your materials and reach out to schedule a virtual interview if your profile matches our needs.

Join brighthush Today

Become part of a forward‑thinking organization that is redefining the mortgage experience. Your bilingual skills, dedication to service, and drive for excellence will help shape the future of homeownership for countless families. Apply now and start your journey with brighthush—where your career and the lives of our clients intersect.