Seasoned Remote Underwriting Customer Service Representative – High‑Volume Policy Support, Decision‑Making, Client Engagement Specialist (Spanish‑Fluent) at brighthush

Welcome to brighthush – Pioneering Affordable Auto Insurance for Every Driver

Since 1989, brighthush has been a trailblazer in the non‑standard auto insurance market, redefining how drivers who need coverage the most can access it. With a dedicated team of 501‑1,000 professionals, we deliver affordable, high‑quality coverage while maintaining an unwavering commitment to customer service and innovation. Our mission is simple yet powerful: protect people’s vehicles and provide peace of mind through exceptional service and forward‑thinking solutions.

As we expand our remote footprint across the United States, we’re looking for a dynamic, detail‑oriented Underwriting Customer Service Representative to join our Texas‑based remote team. If you thrive in a fast‑paced environment, love solving complex problems, and want to make a tangible impact on people’s lives, brighthush is the place for you.

Role Overview – Your Impact in a High‑Volume, Remote‑First Environment

As the frontline liaison between policyholders, agents, and our underwriting team, you will manage a high volume of inbound calls, review agent submissions, make underwriting decisions, and coordinate administrative tasks—all while maintaining the highest standards of professionalism and compliance. Your work will directly influence the quality of service we deliver and the satisfaction of our customers.

Your Typical Day – Key Responsibilities

• Inbound Call Management: Handle 75–100 calls daily from policyholders, agents, and internal stakeholders, providing courteous, accurate, and timely assistance.
• Underwriting Support: Review agent submissions, evaluate documentation, and make underwriting decisions in line with company guidelines.
• Customer & Agent Education: Explain policy details, coverage options, and premium calculations to both policyholders and agents, ensuring clear understanding.
• Issue Resolution: Troubleshoot web and system issues for agents, offering solutions before escalation.
• Data Management: Verify, update, and maintain customer and agent information within the underwriting system.
• Compliance & Documentation: Ensure all underwriting activities adhere to internal policies and regulatory requirements, documenting any deviations.
• Collaboration: Work closely with claims, policy processing, and other departments to resolve inquiries and improve service delivery.
• Quality Assurance: Conduct quality checks on interactions, identify improvement opportunities, and provide feedback to enhance processes.
• Continuous Learning: Participate in training sessions and stay current on industry trends, underwriting policies, and regulatory changes.
• Process Improvement: Analyze workflow, suggest enhancements, and help implement best practices to increase efficiency.

Key Performance Indicators – What Success Looks Like

• Average call handling time within target range.
• Accuracy rate of underwriting decisions above 98%.
• Customer satisfaction score (CSAT) consistently above 90%.
• Timely completion of data entry and documentation tasks.
• Active participation in quality assurance and process improvement initiatives.

Essential Qualifications – What We Expect

• Minimum 2 years of customer service experience in a call‑center environment.
• Prior experience in the insurance industry, preferably in underwriting or policy support.
• Fluency in Spanish (both written and spoken) is required.
• High school diploma or equivalent; some college coursework preferred.
• Strong verbal and written communication skills.
• Excellent problem‑solving abilities and meticulous attention to detail.
• Proficiency with Microsoft Word, Excel, Windows applications, and internet usage.
• Ability to exercise sound judgment, assert opinions confidently, and handle high‑pressure situations.
• Customer‑focused mindset with empathy and a commitment to service excellence.
• Team player with strong interpersonal skills and a collaborative spirit.
• Valid Florida 4‑40/2‑20 Property and Casualty General Lines License (or willingness to obtain).

Preferred Qualifications – Bonus Points

• Experience with underwriting software and policy management systems.
• Knowledge of non‑standard automobile insurance products and regulations.
• Previous remote work experience in a high‑volume call‑center setting.
• Additional language skills beyond Spanish.
• Certification in customer service or insurance underwriting.

Skills & Competencies – What Makes You Thrive

• Communication: Clear, concise, and professional in all interactions.
• Analytical Thinking: Ability to assess complex information and make sound decisions.
• Time Management: Prioritize tasks effectively in a fast‑paced environment.
• Adaptability: Quickly adjust to changing policies, procedures, and technology.
• Team Collaboration: Work seamlessly with cross‑functional teams.
• Customer Empathy: Understand and address the needs of diverse customers.
• Technical Proficiency: Comfortable navigating multiple software platforms.

Tools & Technology – Your Digital Workspace

As a remote team member, you’ll work with a suite of cloud‑based tools designed for efficiency and collaboration:

• CRM and underwriting platform (e.g., Salesforce, Guidewire).
• VoIP phone system with call recording and analytics.
• Microsoft Office Suite (Word, Excel, Outlook).
• Knowledge‑base and internal wiki for quick reference.
• Video conferencing tools for virtual huddles and training sessions.

Career Growth & Learning Opportunities – Your Path to Success

At brighthush, we believe in nurturing talent and providing clear career pathways. As an Underwriting Customer Service Representative, you’ll gain:

• Hands‑on experience with underwriting processes and policy administration.
• Mentorship from seasoned underwriters and senior leaders.
• Access to ongoing training programs, including industry certifications.
• Opportunities to transition into underwriting, claims, or policy management roles.
• Participation in cross‑departmental projects that shape company strategy.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Company Culture – Why brighthush is a Great Place to Work

Our remote‑first culture empowers you to work from the comfort of your home while staying connected with a vibrant, supportive team. We value:

• Flexibility: Work hours that accommodate your lifestyle, as long as core coverage times are met.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and open communication channels.
• Innovation: A culture that encourages new ideas and continuous improvement.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with a commitment to equal opportunity.
• Well‑being: Resources for mental and physical health, including wellness programs and employee assistance.
• Recognition: Celebrating achievements through shout‑outs, awards, and milestone celebrations.

Compensation & Benefits – We Value Your Contributions

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Competitive base salary with performance‑based bonuses.
• 401(k) retirement plan with employer match.
• Full medical, prescription drug, vision, and dental coverage.
• Paid time off, holidays, and leave programs.
• Flexible spending accounts for health and dependent care.
• Basic life insurance and voluntary life/AD&D options.
• Short‑term and long‑term disability coverage.
• Fully remote work arrangement for Texas‑based candidates.
• Access to a digital wellness platform and mental health resources.

Our Commitment to Diversity, Equity & Inclusion

brighthush is dedicated to building a workforce that reflects the diverse communities we serve. We actively promote an inclusive environment where every voice is heard, respected, and empowered to contribute. We believe that diverse perspectives drive innovation, improve decision‑making, and enhance customer satisfaction.

How to Apply – Join the brighthush Team Today

If you’re ready to bring your expertise, enthusiasm, and commitment to excellence to a company that’s making a real difference in people’s lives, we want to hear from you. Click the link below to submit your application and become a key player in our remote underwriting team.

Apply now and help us continue to provide reliable, affordable insurance solutions to drivers across the United States.