Senior Bilingual Customer Retention Specialist – Remote Life Insurance & Policyholder Engagement Champion – Driving Retention Success, Loyalty, and Long‑Term Value at brighthush

Welcome to brighthush – Where Every Policyholder’s Future Matters

For more than thirty years, brighthush has stood at the forefront of life‑insurance innovation, safeguarding families across the United States with a blend of timeless values and cutting‑edge technology. Our guiding mantra, “Make Tomorrow Better,” is not just a slogan; it’s the heartbeat of every interaction, product, and strategic decision we make. As a global leader in life‑insurance solutions, we empower policyholders to navigate life’s milestones with confidence, knowing that their coverage evolves alongside their needs.

At brighthush, we believe that a thriving business begins with a thriving team. That’s why we invest heavily in our people through continuous learning, mentorship, and a culture that celebrates diversity, collaboration, and innovation. Whether you are a seasoned professional or just starting your career in customer experience, you’ll find a supportive environment that empowers you to grow, learn, and make a real impact.

Why brighthush is the Ideal Place to Grow Your Career

Joining brighthush means becoming part of a mission‑driven organization that values every employee’s voice. Here’s what you can look forward to:

• Engage with a diverse customer base and help families protect their futures.
• Leverage state‑of‑the‑art tools and data analytics to deliver personalized solutions.
• Grow your career through structured learning paths, certifications, and leadership development.
• Enjoy a flexible, remote work environment that respects your work‑life balance.
• Benefit from a comprehensive rewards package that supports your health, well‑being, and financial security.

Role Overview – Your Mission as a Bilingual Customer Retention Specialist

As a Bilingual Customer Retention Specialist at brighthush, you will be the frontline advocate for policyholders who are considering cancellation or have experienced a lapse in coverage. Your primary goal is to retain valuable life‑insurance policies by building trust, understanding individual needs, and offering tailored solutions. This remote, work‑from‑home position offers both full‑time and part‑time opportunities, with flexible morning and evening shifts to accommodate your lifestyle.

Key Responsibilities

• Inbound Cancellation Support: Receive and handle calls from policyholders requesting cancellations. Listen actively, identify root concerns, and explore retention options that align with their financial goals.
• Outbound Lapse Recovery: Proactively reach out to customers with lapsed policies. Discuss payment plans, policy benefits, and re‑activation strategies to bring them back into coverage.
• Customer Consultation: Conduct comprehensive assessments of each policyholder’s situation. Recommend coverage adjustments, riders, or alternative products that best meet their evolving needs.
• Relationship Building: Communicate with empathy, clarity, and professionalism. Use active listening, ask clarifying questions, and explain complex policy details in simple, relatable language.
• Documentation & Data Integrity: Accurately record all interactions, retention efforts, and outcomes in our CRM system. Ensure data is up‑to‑date and compliant with company standards.
• Product Knowledge: Stay current on brighthush’s life‑insurance offerings, policy features, and internal procedures. This knowledge empowers you to provide precise, actionable information.
• Communication Excellence: Adapt your communication style to meet diverse customer needs. Maintain a calm, supportive tone during challenging conversations and confirm understanding of proposed solutions.
• Performance Metrics & KPI Achievement: Meet or exceed key performance indicators such as call volume targets, retention rate goals, first‑call resolution, adherence, call quality, and attendance. Efficiently manage daily quotas while upholding quality standards.

Essential Qualifications

• Fluency in both English and Spanish (speaking, reading, and writing). Bilingual proficiency is mandatory.
• High school diploma or equivalent.
• Basic proficiency 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 policyholder issues with a positive, solution‑oriented attitude.
• Capacity to thrive in a fast‑paced environment and handle pressure with composure.

Preferred Qualifications

• Prior experience in a call‑center environment.
• Background in insurance or sales, especially life or health insurance.
• Knowledge of insurance terminology and policy structures.
• Experience with CRM systems and call‑center metrics.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help people protect their families.
• Active Listening: Ability to pick up on verbal and non‑verbal cues to understand customer concerns.
• Problem‑Solving: Quickly assess issues and propose effective solutions.
• Time Management: Prioritize tasks to meet daily call quotas and quality standards.
• Adaptability: Adjust communication style to suit different personalities and cultural backgrounds.
• Team Collaboration: Work seamlessly with cross‑functional teams such as underwriting, billing, and compliance.

Career Growth & Development at brighthush

At brighthush, we believe in nurturing talent from the ground up. As a Customer Retention Specialist, you will have access to:

• On‑the‑job training modules covering product knowledge, compliance, and customer‑service best practices.
• Mentorship programs pairing you with senior retention specialists and managers.
• Professional development courses, including industry certifications such as FLMI (Financial‑Life Management Institute) and ICA (Insurance‑Claims Analysis).
• Clear career pathways to roles such as Senior Retention Specialist, Retention Manager, or even leadership positions in Customer Experience.
• Regular performance reviews and goal‑setting sessions to help you chart your growth trajectory.

Work Environment & Culture at brighthush

Working remotely from anywhere in the United States, you’ll enjoy the flexibility to balance work and life while staying connected to a vibrant, collaborative team. Our culture is built on:

• Inclusivity: A diverse workforce where every voice is heard.
• Innovation: Continuous improvement initiatives that empower you to bring fresh ideas to the table.
• Recognition: Regular shout‑outs, awards, and peer‑to‑peer recognition programs.
• Well‑being: Access to mental‑health resources, counseling services, and wellness programs.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive compensation package that reflects your expertise and contributions. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance plans to support you and your family’s well‑being.
• Robust life‑insurance benefits and retirement plans, including a pension option.
• Paid holidays, vacation, and personal days to maintain a healthy work‑life balance.
• Parental leave policies that support new parents.
• Subsidized all‑in‑one subscriptions for fitness, mindfulness, nutrition, and sleep.
• Company‑paid counseling for mental health and stress management.
• Tuition reimbursement and eligibility for industry courses (FLMI, ICA).
• Discounts on entertainment and events, such as tickets to local sports and cultural events.

How to Apply

Ready to make a tangible difference in the lives of families while advancing your career? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your unique skills and passion align with our mission to Make Tomorrow Better.

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