Seasoned Bilingual Financial Customer Associate – Hybrid Remote & On‑Site Support in Omaha & Lincoln, NE – Empower Clients with Expert Financial Guidance at brighthush
About brighthush
At brighthush, we are redefining the financial services landscape by blending cutting‑edge technology, deep industry expertise, and an unwavering commitment to client success. With a legacy that spans decades, we empower individuals and families to build secure financial futures through retirement planning, investment advisory, and wealth‑management solutions. Our mission is simple yet powerful: to make financial confidence accessible to everyone, regardless of background or experience, by providing expert guidance, personalized service, and tools that simplify even the most complex decisions.
Why Join brighthush?
Our people are the heart of everything we do. We invest in your growth, nurture a supportive work environment, and reward your dedication with meaningful career opportunities. As a Financial Customer Associate (FCA), you become the frontline ambassador of brighthush’s commitment to excellence, helping clients feel secure, informed, and empowered to make sound financial choices. Your role will directly impact client satisfaction, retention, and the overall success of our organization.
In addition to a dynamic work environment, brighthush offers:
- Competitive hourly rates with overtime and performance bonuses.
- Comprehensive benefits including health, dental, vision, and a 401(k) plan with company match.
- Professional development budget and tuition reimbursement.
- Flexible work arrangements that blend remote and on‑site collaboration.
- A culture that celebrates diversity, inclusion, and work‑life balance.
Key Responsibilities
As an FCA, you will be the trusted point of contact for clients across the Omaha and Lincoln regions. Your day‑to‑day responsibilities will include:
- Client Engagement: Serve as the primary point of contact for inbound and outbound calls, emails, and chat inquiries, delivering a seamless, personalized experience that reflects brighthush’s brand values.
- Account Management: Assist clients with 401(k) account balances, withdrawals, loan requests, and account maintenance. Provide clear, concise explanations and guidance to help clients navigate their retirement options.
- Financial Education: Proactively share educational resources and best‑practice tips, empowering clients to understand their retirement options and broader financial planning strategies.
- Problem Resolution: Diagnose and troubleshoot basic technical issues, escalating more complex matters to specialized teams while maintaining a calm, solution‑oriented approach.
- Compliance & Accuracy: Adhere to all regulatory requirements and internal policies, ensuring data integrity and confidentiality at every interaction.
- Team Collaboration: Participate in regular team huddles, training sessions, and wellness activities to foster a culture of continuous improvement and mutual support.
- Performance Metrics: Meet or exceed key performance indicators such as call quality scores, customer satisfaction ratings, and productivity targets.
- Technology Utilization: Navigate CRM systems, spreadsheets, and basic troubleshooting tools to manage client information efficiently.
- Process Improvement: Identify recurring client pain points and collaborate with cross‑functional teams to refine processes and enhance the overall client experience.
- Record Keeping: Maintain accurate and up‑to‑date client records, ensuring all interactions are logged in accordance with internal standards.
- Compliance Audits: Participate in periodic compliance audits and quality assurance reviews to uphold the highest standards of service.
- Cross‑Functional Support: Work closely with the Sales, Compliance, and Technology teams to resolve complex client issues and streamline workflows.
Essential Qualifications
- Minimum 1 year of customer service experience in a fast‑paced environment.
- High school diploma or GED; college coursework in finance, business, or related fields is a plus.
- Fluent in both English and Spanish (or another language) – bilingual communication is essential.
- Strong interpersonal skills with the ability to build rapport quickly and effectively.
- Excellent listening, empathy, and problem‑solving abilities.
- Proficiency in navigating basic technology and troubleshooting common software issues.
- Self‑motivated, adaptable, and comfortable working both remotely and in a hybrid setting.
- Availability to work flexible hours, including evenings and weekends, to accommodate client needs.
- Demonstrated commitment to maintaining confidentiality and adhering to data protection standards.
- Basic understanding of call center metrics such as average handle time, first call resolution, and customer satisfaction scores.
- Experience using spreadsheets and data entry tools to manage client information.
Preferred Qualifications
- Experience in the financial services or retirement industry.
- Knowledge of 401(k) plans, investment products, or retirement planning concepts.
- Prior exposure to call‑center metrics and quality assurance processes.
- Certification or training in customer service excellence (e.g., Certified Customer Service Professional).
- Experience with CRM platforms such as brighthush, or similar.
- Basic understanding of financial regulations such as ERISA, SEC, or FINRA guidelines.
- Experience in a bilingual call center environment.
- Strong analytical skills and the ability to interpret data to drive improvements.
Skills & Competencies
- Communication: Clear, concise, and persuasive verbal and written communication.
- Technical Aptitude: Comfortable using CRM systems, spreadsheets, and basic troubleshooting tools.
- Time Management: Ability to prioritize tasks and manage multiple client interactions simultaneously.
- Team Player: Collaborative mindset with a willingness to share knowledge and support peers.
- Resilience: Maintain composure under pressure and adapt to changing priorities.
- Customer‑First Attitude: Passion for delivering exceptional service and building lasting relationships.
- Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
- Adaptability: Comfortable with evolving processes, technologies, and client needs.
- Attention to Detail: Commitment to accuracy in data entry, compliance documentation, and client communications.
- Problem‑Solving: Ability to diagnose issues quickly and find effective solutions.
Career Growth & Development
brighthush offers a structured career ladder for FCAs, with clear pathways to roles such as Senior Customer Associate, Team Lead, Client Success Manager, and beyond. Your journey begins with a 14‑week intensive training cohort, where you’ll master the fundamentals of client service, financial products, and regulatory compliance. Afterward, you’ll receive ongoing coaching, mentorship, and access to professional development courses that align with your career aspirations.
We also support continuous learning through:
- Industry certifications (e.g., CFP, CFA, or FINRA licenses).
- Cross‑functional training in investment advisory, wealth management, or compliance.
- Leadership development programs for high‑potential associates.
- Annual tuition reimbursement for relevant graduate programs.
- Quarterly hackathons and innovation challenges to spark creative solutions.
- Mentorship from senior leaders and subject‑matter experts.
Whether you aspire to become a subject‑matter expert in retirement planning or lead a high‑performing team, brighthush provides the resources, mentorship, and opportunities to turn your ambitions into reality.
Work Environment & Culture
brighthush values diversity, inclusion, and work‑life balance. Our hybrid model allows you to work from home while also providing opportunities to collaborate in our Omaha and Lincoln offices. You’ll enjoy:
- Flexible scheduling with core hours from 7:30 am to 11:00 pm CST.
- Regular team‑building events, wellness initiatives, and mental‑health resources.
- A culture that celebrates achievements through recognition programs, awards, and public shout‑outs.
- Access to a vibrant community of professionals who share a passion for financial empowerment.
- Monthly town‑hall meetings where leadership shares company updates and listens to employee feedback.
- On‑site fitness center access and subsidized gym memberships.
- State‑of‑the‑art technology and tools to support remote and on‑site work.
- Inclusive policies that support employees of all backgrounds, identities, and life stages.
Compensation & Benefits
While specific salary ranges are not disclosed in this posting, brighthush offers competitive hourly rates, overtime opportunities, and a comprehensive benefits package that includes:
- Health, dental, and vision insurance with generous coverage options.
- Retirement savings plan with company match and early‑access contributions.
- Paid time off, holidays, and flexible leave policies to support personal and family needs.
- Employee assistance programs and wellness stipends for mental and physical health.
- Professional development budget and tuition reimbursement for continued education.
- Employee stock purchase plan and performance‑based bonuses tied to company success.
- Comprehensive relocation assistance for candidates moving to the Omaha or Lincoln area.
- Flexible work arrangements that support a healthy work‑life balance.
Important Note on Sponsorship
brighthush does not provide immigration sponsorship for this position. Candidates must be legally authorized to work in the United States.
Frequently Asked Questions
What is the typical schedule for this role?
Our FCAs work a hybrid schedule that includes both remote and on‑site shifts. Core hours run from 7:30 am to 11:00 pm CST, but we offer flexibility to accommodate personal commitments and client needs.
What training will I receive?
All new hires complete a 14‑week intensive training program that covers client service fundamentals, financial product knowledge, regulatory compliance, and technology usage. After training, you’ll receive ongoing coaching and mentorship.
Can I advance to a leadership role?
Yes. brighthush has a clear career ladder that includes Senior Associate, Team Lead, Client Success Manager, and other leadership positions. We provide the resources and support to help you grow.