Seasoned Multichannel Customer Service & Insurance Claims Specialist – Drive Client Success, Retention, and Innovation at brighthush

About brighthush

brighthush is at the forefront of the insurance distribution revolution, blending deep industry expertise with cutting‑edge technology to solve the most complex, hard‑to‑place risks. From wholesale brokerage to program administration and specialty insurance, we empower carriers, brokers, and end‑customers with data‑driven insights, seamless workflows, and unparalleled service. Our culture is built on meritocracy, transparency, and a relentless focus on results—every team member is encouraged to take ownership, innovate, and grow. Join a company that celebrates self‑starters, rewards high performance, and creates a workplace where every voice is heard and every contribution matters.

Why This Role Matters

As the first point of contact for our clients, you will set the tone for their entire experience with brighthush. Your blend of empathy, analytical rigor, and technical fluency will guide customers through policy interpretation, claims processing, billing inquiries, and account adjustments—ensuring they feel heard, understood, and supported. In a high‑volume, metrics‑driven environment, your performance directly influences customer retention, satisfaction, and the overall reputation of brighthush. You will be the catalyst that turns a routine interaction into a lasting partnership.

Key Responsibilities

• Multichannel Engagement: Deliver consistent, professional support across phone, live chat, and email, responding to inquiries with speed and accuracy while maintaining a friendly, solution‑oriented tone.
• Policy & Claims Expertise: Review and interpret insurance policy terms, determine coverage eligibility, and guide customers through every step of the claims lifecycle—from initiation to resolution—ensuring compliance with carrier and regulatory requirements.
• Billing & Premium Support: Assist clients with premium calculations, billing disputes, and payment plan adjustments; verify accuracy, reconcile discrepancies, and document all interactions in the CRM.
• Account Management: Process coverage changes, cancellations, and renewals in real time; update systems, confirm actions with customers, and ensure data integrity across all touchpoints.
• Problem Solving & Escalation: Investigate complex issues, gather necessary data, and collaborate with underwriting, claims, and product teams to deliver timely, effective solutions.
• Customer Insight: Identify unmet needs, recommend appropriate products or services, and contribute to upsell and cross‑sell initiatives that enhance customer satisfaction and drive retention.
• Data Integrity: Maintain meticulous records in our CRM and other internal systems, ensuring all customer interactions are logged accurately and consistently.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that elevate service quality and operational efficiency.

Essential Qualifications

• High school diploma or equivalent (required); associate degree or higher preferred.
• Minimum of 2 years of call center or customer service experience in a high‑volume, metrics‑driven environment.
• Strong attention to detail and the ability to follow complex procedures accurately.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams) and comfort navigating multiple systems simultaneously.
• Excellent verbal and written communication skills, with professional phone and email etiquette.
• Typing speed of 40–50 words per minute.
• Adaptability to a fast‑paced, evolving environment.
• Receptive to coaching, feedback, and a commitment to continuous improvement.

Preferred Qualifications

• Experience in the insurance industry, particularly with policy interpretation and claims handling.
• Knowledge of insurance terminology, coverage types, and regulatory requirements.
• Familiarity with CRM platforms and call‑center software.
• Multilingual abilities to serve a diverse customer base.
• Experience with data analysis and reporting to track performance metrics.

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping others and a dedication to delivering exceptional service.
• Communication: Clear, concise, and empathetic communication across verbal, written, and digital channels.
• Problem‑Solving: Analytical thinking to diagnose issues, identify root causes, and propose effective solutions.
• Time Management: Ability to prioritize tasks, manage multiple conversations, and meet performance targets.
• Team Collaboration: Willingness to work with peers, supervisors, and cross‑functional teams to achieve shared goals.
• Technology Proficiency: Comfortable learning new tools, systems, and processes quickly.
• Resilience: Maintaining composure and professionalism under pressure and during challenging interactions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Representative, you will have access to a comprehensive development ecosystem that includes:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training modules covering product knowledge, compliance, soft‑skill development, and emerging industry trends.
• Clear career pathways to senior CS roles, team leads, or specialized positions in claims, underwriting, or product management.
• Opportunities to participate in cross‑functional projects, enhancing your skill set and visibility across the organization.
• Annual performance reviews that align your personal goals with brighthush’s strategic objectives.
• Access to a knowledge hub, internal webinars, and industry conferences to keep you at the cutting edge of insurance technology.

Work Environment & Culture

brighthush thrives on a culture of meritocracy, transparency, and collaboration. We value:

• Self‑motivation and initiative – we reward those who take ownership and drive results.
• Inclusivity and belonging – every voice is heard, and diversity is celebrated.
• Innovation – we encourage creative solutions and continuous improvement.
• Work‑life balance – flexible scheduling options and remote work capabilities to support your personal commitments.
• Recognition – regular shout‑outs, awards, and team celebrations for outstanding performance.
• Community – a supportive network of peers, mentors, and leaders who champion your success.

Compensation & Benefits

We offer a competitive hourly rate of $19.00, commensurate with experience and performance. In addition to base pay, you will enjoy a comprehensive benefits package designed to support your health, financial security, and overall well‑being:

• Health & Wellness: Medical, dental, vision, life insurance, and disability coverage.
• Financial Security: 401(k) plan with company match, Employee Stock Purchase Plan (ESPP), tuition reimbursement, and student loan assistance.
• Mental Health: Access to free mental health resources, counseling services, and wellness programs.
• Time Off & Holidays: Generous paid time off, company holidays, and flexible vacation policies.
• Additional Perks: Employee discounts, preferred partner offers, and a supportive community of peers.

Equal Opportunity & Inclusion

brighthush is an Equal Opportunity Employer. We are committed to fostering an inclusive environment that embraces diversity, equity, and belonging. Our motto, “The Power to Be Yourself,” reflects our dedication to creating a workplace where every individual can thrive, contribute, and feel valued.

Ready to Join brighthush?

If you are passionate about delivering outstanding customer experiences, thrive in a dynamic environment, and want to grow your career within a leading insurance distribution platform, we want to hear from you. Bring your expertise, curiosity, and drive to brighthush and help us shape the future of insurance service.

Apply Today – Submit your resume and cover letter through our careers portal and take the first step toward an exciting, rewarding journey with brighthush.