Seasoned Customer Information Specialist – Workers' Compensation & Client Experience Lead – Driving Excellence in Claims Support and Relationship Management at brighthush

About brighthush and the Workers' Compensation Landscape

brighthush stands at the forefront of the insurance industry, redefining how businesses protect their most valuable asset: their people. With a deep-rooted commitment to safety, compliance, and customer care, we deliver innovative workers' compensation solutions that adapt to the ever-changing regulatory environment. Our mission is simple yet powerful: empower employers and employees to navigate workplace injuries and illnesses with confidence, clarity, and compassion.

In a world where workplace incidents can disrupt operations and impact livelihoods, brighthush provides a safety net that blends technology, expertise, and a human touch. We partner with companies of all sizes, from startups to Fortune 500 firms, ensuring that every claim is handled with precision, empathy, and speed. As a Customer Information Specialist, you will be the bridge between our clients and the complex world of workers' compensation, translating policy intricacies into actionable, understandable guidance.

Key Responsibilities

• Deliver Exceptional Customer Service – Respond to client inquiries across phone, email, chat, and in‑person with a blend of professionalism and genuine care, ensuring every interaction reflects brighthush’s high standards.
• Leverage Workers' Compensation Expertise – Apply comprehensive knowledge of state statutes, federal regulations, and industry best practices to resolve questions, guide claimants, and advise employers on risk mitigation.
• Communicate Effectively – Translate complex policy language into clear, concise explanations, tailoring your communication style to the client’s level of understanding and preferred channel.
• Maintain Policy Mastery – Stay current with evolving policy offerings, underwriting guidelines, and procedural updates, and proactively share insights with clients to help them make informed decisions.
• Build Strong Client Relationships – Foster trust and loyalty by demonstrating empathy, active listening, and a proactive approach to problem‑solving, turning first‑time callers into long‑term partners.
• Collaborate Across Teams – Work hand‑in‑hand with claims adjusters, underwriters, compliance officers, and product specialists to resolve complex issues and streamline the customer journey.
• Stay Informed on Industry Trends – Monitor legislative changes, emerging best practices, and competitor offerings, providing feedback to product teams to keep brighthush ahead of the curve.
• Document Interactions Accurately – Log every client interaction, inquiry, and resolution in the CRM with meticulous detail, ensuring data integrity for future reference and analytics.
• Exceed Performance Metrics – Meet or surpass key performance indicators such as average handle time, first‑contact resolution, customer satisfaction scores, and compliance audit results.
• Drive Continuous Improvement – Identify bottlenecks, propose process enhancements, and participate in quality improvement initiatives that elevate the overall client experience.
• Uphold Professionalism and Integrity – Represent brighthush’s values in every interaction, safeguarding confidentiality, and adhering to all regulatory and ethical standards.
• Engage in Ongoing Development – Attend training sessions, workshops, and industry conferences to sharpen knowledge, stay current with regulatory changes, and enhance customer service skills.
• Foster a Collaborative Culture – Support teammates, share insights, and contribute to a workplace that values teamwork, inclusivity, and mutual respect.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in Business, Finance, or a related field preferred.
• Minimum of 2 years’ experience in the insurance industry, with a focus on workers' compensation or related claims work.
• Strong understanding of workers' compensation statutes, claim procedures, and policy language.
• Proven track record of delivering outstanding customer service in a high‑volume environment.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Demonstrated ability to manage multiple priorities, meet deadlines, and maintain accuracy under pressure.
• Strong analytical and problem‑solving skills, with a keen eye for detail.
• Commitment to continuous learning and professional growth.

Preferred Qualifications

• Experience working in a call center or customer support role within the insurance sector.
• Knowledge of state‑specific workers' compensation regulations across multiple jurisdictions.
• Certifications such as Certified Insurance Counselor (CIC) or Certified Professional in Workers' Compensation (CPWC).
• Experience with data analysis tools (e.g., Excel, Power BI) to track performance metrics.
• Multilingual abilities, especially in Spanish or other widely spoken languages.

Core Skills & Competencies

• Customer‑Centric Mindset – Passion for helping clients and a genuine desire to solve their problems.
• Communication Excellence – Clear, concise, and empathetic communication across all channels.
• Technical Proficiency – Comfortable navigating CRM platforms, data entry, and basic troubleshooting.
• Analytical Thinking – Ability to interpret data, identify trends, and propose actionable solutions.
• Adaptability – Thrive in a dynamic environment, quickly learning new policies and procedures.
• Team Collaboration – Work effectively with cross‑functional teams to achieve shared goals.
• Integrity & Ethics – Uphold the highest standards of confidentiality and regulatory compliance.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust framework of growth and development. As a Customer Information Specialist, you will have access to:

• Structured onboarding programs that immerse you in brighthush’s culture, policies, and industry knowledge.
• Ongoing training modules covering advanced workers' compensation topics, regulatory updates, and customer service excellence.
• Mentorship from seasoned professionals who guide you toward leadership roles such as Team Lead, Claims Analyst, or Customer Experience Manager.
• Cross‑departmental exposure, allowing you to explore opportunities in underwriting, compliance, or product development.
• Access to industry conferences, webinars, and certification programs that enhance your expertise and credentials.

Work Environment & Company Culture

brighthush prides itself on a culture that blends innovation, collaboration, and a deep commitment to employee well‑being. You will find:

• A supportive, inclusive workplace where diverse perspectives are valued and celebrated.
• Flexible work arrangements, including hybrid models that balance in‑office collaboration with remote productivity.
• Regular team‑building events, wellness initiatives, and community outreach programs that foster camaraderie and social impact.
• A transparent leadership style that encourages open communication, feedback, and continuous improvement.
• Recognition programs that celebrate individual and team achievements, reinforcing a culture of excellence.

Compensation, Perks, and Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to customer satisfaction metrics and operational goals.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Retirement savings plan with company matching contributions.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance programs, wellness resources, and mental health support.
• Employee discounts on company products and partner services.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.

Ready to Join brighthush?

If you are passionate about delivering world‑class customer service, eager to deepen your expertise in workers' compensation, and excited to grow within a forward‑thinking organization, we want to hear from you. Apply today and become a vital part of brighthush’s mission to help people live safer, more secure lives.

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