Seasoned Insurance Customer Experience Associate – Surplus Lines & Regulatory Compliance Specialist – Drive Client Success at brighthush

About brighthush

brighthush is not just a technology partner; we are a catalyst for transformation in the insurance ecosystem. With a portfolio that spans carriers, brokers, wholesalers, and MGAs, we empower our clients to navigate the complexities of a rapidly evolving regulatory landscape while delivering world‑class customer experiences. Our solutions blend advanced analytics, automation, and human‑centric design to streamline compliance workflows, reduce operational friction, and unlock new growth opportunities. Over the past decade, we have partnered with more than 2,000 industry leaders worldwide, earning a reputation for integrity, collaboration, and relentless pursuit of excellence.

At brighthush, we believe that the future of insurance is built on trust, transparency, and technology. Our culture is anchored in these principles, and we invest heavily in our people through continuous learning, mentorship, and a supportive environment that celebrates diversity, creativity, and innovation.

Why Join brighthush?

When you become part of brighthush, you’re stepping into a dynamic ecosystem where your contributions directly influence the success of our clients and the growth of our organization. We don’t just fill a role; we nurture talent, foster collaboration, and reward performance. Our remote-first model offers flexibility, autonomy, and a healthy work‑life balance, while our commitment to professional development ensures you stay ahead of industry trends.

By joining brighthush, you’ll:

• Work with cutting‑edge technology that redefines insurance customer experience.
• Collaborate with cross‑functional teams that include compliance, sales, and engineering.
• Participate in mentorship programs that accelerate your career trajectory.
• Benefit from a culture that values transparency, accountability, and continuous improvement.

Position Overview

The Insurance Customer Experience Associate – Surplus Lines & Regulatory Compliance is a front‑line customer service professional who plays a pivotal role in ensuring that our clients receive timely, accurate, and compliant support. You will be the first point of contact for clients seeking assistance with regulatory compliance, client intake, and sales support tasks. Your work will directly impact client trust, satisfaction, and long‑term partnership.

Key Responsibilities

• Handle inbound and outbound customer inquiries via phone, email, and chat with professionalism and empathy.
• Process regulatory compliance tasks, client intake forms, and sales support requests with precision and attention to detail.
• Provide clear, concise, and accurate information to clients, ensuring they understand the steps required to meet compliance standards.
• De‑escalate challenging situations by actively listening, validating concerns, and offering practical solutions.
• Collaborate with cross‑functional teams—including compliance, sales, and technical support—to resolve complex client issues.
• Maintain meticulous records of all client interactions in our CRM and internal systems, ensuring data integrity and confidentiality.
• Identify opportunities for process improvement and share insights with the team to enhance overall service quality.
• Adhere to all regulatory guidelines and internal policies, ensuring compliance with industry standards.
• Participate in ongoing training and development programs to stay current on industry trends, product updates, and regulatory changes.
• Act as a brand ambassador, representing brighthush’s values and commitment to exceptional service in every client interaction.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree in business, communications, or a related field is a plus.
• Proficiency in Microsoft Office Suite (Word, Outlook, Access, Excel) with strong Excel skills (formulas, pivot tables, data analysis).
• Experience in a customer‑service or client‑facing role, preferably within the insurance or compliance sector.
• Excellent written and verbal communication skills, with the ability to convey complex information in a clear and concise manner.
• Strong problem‑solving skills and a customer‑centric mindset.
• Ability to work independently and as part of a collaborative team in a fast‑paced environment.
• Detail‑oriented, process‑focused, and committed to accurate documentation.
• Technological proficiency: comfortable learning and navigating multiple internal and external systems.
• Located in the United States and eligible for remote work; preference for candidates in the Central Time Zone.

Preferred Qualifications

• Prior experience in surplus lines or regulatory compliance within the insurance industry.
• Knowledge of insurance terminology, policy structures, and compliance requirements.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and ticketing systems.
• Demonstrated ability to manage high call volumes while maintaining quality service.
• Experience in a remote or hybrid work environment, with a proven track record of self‑management and time‑management.

Skills & Competencies

• Customer Advocacy: Passion for delivering exceptional service and building lasting client relationships.
• Communication: Clear, concise, and professional communication across all channels.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable solutions.
• Adaptability: Comfortable navigating change and learning new tools quickly.
• Team Collaboration: Willingness to support teammates, share knowledge, and contribute to a positive team culture.
• Compliance Awareness: Understanding of regulatory frameworks and commitment to maintaining compliance.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Associate, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular performance reviews and personalized development plans.
• Cross‑functional training that exposes you to compliance, sales, and technology teams.
• Opportunities to take on project leadership roles or specialty assignments.
• Access to industry conferences, webinars, and certification programs.
• Internal career ladder that includes roles such as Senior Associate, Team Lead, and Manager.
• Potential to transition into product management, compliance strategy, or client success leadership.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:

• Community Commitment: We actively support local communities through volunteer initiatives and charitable partnerships.
• Teamwork: Collaboration is at the heart of everything we do; we celebrate collective achievements.
• Excellence: We set high standards and continuously strive for improvement.
• Service‑Centric: Our clients’ success drives our mission.
• Personal Growth: We encourage continuous learning and self‑development.
• Innovation: We foster an environment where new ideas are welcomed and tested.
• Transparency: Open communication and honest feedback are integral to our success.

Compensation & Benefits

Our compensation package is designed to attract top talent and reward performance. While the base hourly rate for this role ranges from $11.25 to $23.94, the total compensation includes:

• Competitive base salary aligned with industry standards.
• Annual bonus eligibility based on individual and company performance.
• Comprehensive health, dental, and vision coverage starting on Day 1.
• 401(k) retirement plan with employer match, vested immediately.
• Generous paid time off (PTO) policy, including paid holidays and floating holidays.
• Flexible work schedule and remote work options.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program and wellness resources.
• Employee referral bonuses and recognition programs.
• Access to a digital wellness platform and mental health support.

Application Process

Ready to take the next step in your career? Submit your application through our online portal. If your profile aligns with our requirements, a member of our Talent Acquisition team will reach out to schedule a Zoom interview. The interview process typically includes:

1. Behavioral interview with Talent Acquisition to assess cultural fit and communication skills.
2. Online talent assessment to evaluate technical aptitude and problem‑solving abilities.
3. Hiring Manager interview to discuss role specifics, expectations, and career trajectory.
4. Optional final interview with a senior leader to align on vision and values.

Additional steps may be added based on the role’s needs or to further evaluate specific competencies. We evaluate candidates at each stage and appreciate your patience throughout the process.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any kind, ensuring a safe and respectful workplace for everyone.

Apply Today

Join a forward‑thinking organization that values your expertise, supports your growth, and empowers you to make a real impact. If you are passionate about delivering outstanding customer experience in the insurance industry, we encourage you to apply now and become part of the brighthush family.