Seasoned Part‑Time Customer Retention Specialist – AM Shift – Remote Life Insurance Support Expert – Join brighthush – Drive Retention Success & Build Lifelong Client Relationships

Welcome to brighthush – Where Every Conversation Shapes Tomorrow

At brighthush, we’re redefining the way families protect their futures. Our mission is simple yet powerful: deliver life‑insurance solutions that are as reliable as they are compassionate. We believe that every call, every interaction, and every decision can create lasting security for the people who matter most. As a leader in the financial‑well‑being space, brighthush has earned a reputation for putting people first—both our clients and our people. If you thrive in a fast‑paced, remote environment and love turning challenges into lasting relationships, we want you on our team.

Role Overview

As a Customer Retention Specialist, you will be the frontline advocate for policyholders who are considering cancellation or have lapsed coverage. Your primary mission is to understand each customer’s unique situation, provide tailored solutions, and ultimately keep them protected by brighthush’s life‑insurance products. This remote position offers a flexible Monday‑through‑Friday schedule, allowing you to balance work and life while delivering exceptional service from the comfort of your own home.

Why This Role Matters

Every call you handle has a direct impact on the financial security of families across the country. By preventing policy cancellations and re‑activating lapsed coverage, you help preserve the peace of mind that brighthush promises to its clients. Your work not only safeguards our customers’ futures but also strengthens brighthush’s reputation as a trusted partner in life’s most important moments.

Key Responsibilities

• Inbound Cancellation Support: Receive and manage calls from policyholders requesting cancellations. Listen actively, empathize, and explore retention options that align with their needs.
• Outbound Lapse Recovery: Initiate proactive outreach to customers with lapsed policies. Discuss payment solutions, policy adjustments, and the benefits of re‑activating coverage.
• Customer Consultation: Conduct comprehensive assessments of each policyholder’s situation. Recommend coverage adjustments, riders, or payment plans that best fit their financial goals.
• Relationship Building: Use clear, compassionate communication to build trust. Ask thoughtful questions, clarify concerns, and explain policy options in plain language.
• Documentation & Data Integrity: Log every interaction accurately in our CRM. Ensure all retention efforts, outcomes, and follow‑ups are recorded for audit and quality purposes.
• Product Knowledge: Stay up‑to‑date on brighthush’s life‑insurance products, policy features, and internal procedures. Share this knowledge confidently with customers.
• Communication Excellence: Adapt your tone and style to meet individual customer needs. Maintain a calm, supportive demeanor during difficult conversations and confirm understanding before concluding the call.
• Performance & KPI Achievement: Meet or exceed key metrics: call volume, retention rate, first‑call resolution, adherence, call quality, and attendance. Manage daily quotas efficiently while maintaining high service standards.

Essential Qualifications

• High school diploma or equivalent (college coursework or a bachelor’s degree is a plus).
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Typing speed of at least 30 words per minute.
• Strong verbal and written communication skills.
• Ability to solve complex customer issues with a positive, solution‑oriented attitude.
• Comfortable working in a fast‑paced, high‑volume environment.
• Reliable, predictable attendance and punctuality.
• Basic understanding of call center operations and metrics.

Preferred Qualifications

• Prior experience in a call center or customer service role.
• Background in insurance, financial services, or sales.
• Knowledge of life and health insurance terminology.
• Experience with CRM systems and call‑center software.
• Demonstrated ability to meet or exceed performance KPIs.

Skills & Competencies for Success

• Empathy & Active Listening: Ability to understand and respond to customer emotions and concerns.
• Problem‑Solving: Quickly identify root causes and propose effective solutions.
• Time Management: Prioritize tasks, manage call queues, and meet daily targets.
• Adaptability: Adjust communication style to diverse customer profiles.
• Team Collaboration: Work closely with retention managers, underwriting, and product specialists.
• Data Accuracy: Maintain meticulous records and uphold data integrity.
• Resilience: Handle rejection and challenging conversations with professionalism.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Retention Specialist, you’ll gain:

• Hands‑on experience with life‑insurance products and the entire retention lifecycle.
• Training in advanced communication techniques, conflict resolution, and sales strategies.
• Access to industry certifications such as FLMI (Financial Life Management Institute) and ICA (Insurance Coaching Association) courses—often fully covered by brighthush.
• Mentorship from senior retention specialists and cross‑functional leaders.
• Clear pathways to advance into senior retention roles, account management, or product specialist positions.

Work Environment & Company Culture

brighthush is more than a workplace—it’s a community that values:

• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and cross‑team projects.
• Innovation: Continuous improvement initiatives and a culture that encourages new ideas.
• Well‑Being: Comprehensive health, dental, and vision plans; mental‑health counseling; and subsidized fitness, mindfulness, and nutrition subscriptions.
• Recognition: Employee awards, shout‑outs, and performance bonuses.
• Flexibility: Remote work, flexible scheduling, and a focus on work‑life balance.

Compensation & Benefits

While specific pay rates vary by experience and location, brighthush offers a competitive, performance‑based compensation structure that rewards your contributions. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans.
• Company‑matched 401(k) and pension plans.
• Paid holidays, vacation, and sick leave.
• Parental leave and family‑friendly policies.
• Subsidized all‑in‑one wellness subscriptions.
• Company‑paid counseling and mental‑health support.
• Continued education reimbursement for relevant courses.
• Discounts on brighthush events, including tickets to brighthush Field games.

How to Apply

Ready to make a meaningful impact while growing your career? Click the link below to submit your application. We’re excited to learn how your skills and passion align with brighthush’s mission.

Apply to this job

Join brighthush – Where Your Voice Matters

At brighthush, every conversation you have helps protect families and build a brighter future. We value diversity, encourage innovation, and celebrate the unique talents each team member brings. If you’re ready to take the next step in a career that blends customer service, insurance expertise, and personal growth, we want to hear from you. Apply today and become part of a team that truly makes tomorrow better.