Senior Bilingual Insurance Customer Experience Specialist & Remote Call Center Leader – Driving Upsell, Cross‑Sell, Compliance, Data‑Driven Service Innovation & Member Loyalty at brighthush

Welcome to brighthush – Where Innovation Meets Customer Care

At brighthush, we have spent more than four decades redefining how insurance is sold, managed, and experienced. From our humble beginnings as a direct‑to‑consumer provider, we’ve grown into a national leader that blends cutting‑edge technology, data‑driven insights, and a people‑first culture. Our mission is simple yet powerful: deliver the best coverage, the lowest price, and an unparalleled customer experience. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where you can grow, learn, and make a real difference.

Why brighthush is a Trailblazer in Insurance Innovation

In an industry that is constantly evolving, brighthush stands out for its relentless focus on customer value and operational excellence. We invest heavily in artificial intelligence, predictive analytics, and mobile‑first platforms to streamline policy management and claims processing. Our data‑centric approach not only reduces costs but also empowers our agents to provide personalized, proactive service that keeps members loyal and satisfied. By fostering a culture of continuous improvement, we ensure that every team member has the tools and support needed to thrive in a fast‑paced, technology‑driven world.

About the Role

As a Senior Bilingual Insurance Customer Experience Specialist and Remote Call Center Leader, you will be the frontline advocate for our members, ensuring every interaction is seamless, accurate, and memorable. You will operate in a high‑volume remote contact center, handling complex inquiries, updating policy details, and maintaining strict compliance with company and PCI standards. Your role will also involve proactive problem‑solving, upselling and cross‑selling opportunities, and collaborating with internal teams to resolve escalated issues—all while delivering an outstanding customer experience.

Key Responsibilities

• Deliver exceptional service in a high‑volume contact center, resolving complex inquiries, updating policy details, and maintaining compliance with company and PCI standards.
• Retain members through proactive problem‑solving, professional communication, and meticulous documentation of all interactions.
• Identify opportunities to upsell and cross‑sell insurance products while keeping the customer’s best interests at the forefront.
• Handle escalated contacts with courtesy and professionalism, collaborating with internal teams to provide a seamless experience.
• Consistently meet and exceed individual and team performance metrics in a fast‑paced environment.
• Maintain a dedicated, quiet workspace with reliable internet connectivity to support productivity and confidentiality.
• Participate in virtual team meetings, training sessions, and ongoing development initiatives.
• Mentor and coach junior agents, sharing best practices and fostering a culture of continuous learning.
• Analyze call data and customer feedback to identify trends, propose process improvements, and drive service excellence.
• Collaborate with product, underwriting, and claims teams to ensure accurate and timely policy updates.
• Adhere to all regulatory requirements, including HIPAA, PCI, and state insurance statutes.

Daily Workflow & Technology Stack

Your day will be structured around a blend of inbound and outbound interactions, leveraging a suite of advanced tools to deliver top‑tier service:

• CRM System: Use our proprietary customer relationship platform to access member profiles, policy history, and real‑time analytics.
• AI‑Powered Chatbot Integration: Collaborate with automated systems to triage simple requests, freeing you to focus on high‑value conversations.
• Data Entry & Quality Assurance: Ensure every call is logged accurately, with follow‑up tasks assigned and completed within SLA windows.
• Performance Dashboard: Monitor real‑time metrics such as call volume, average handle time, and customer satisfaction scores.
• Collaboration Tools: Utilize Slack, Teams, and SharePoint for instant communication and knowledge sharing.
• Learning Management System: Access e‑learning modules, product updates, and compliance training on demand.

Essential Qualifications

• High School diploma or GED required; college degree preferred.
• Strong computer, phone, typing, grammar, and multitasking skills.
• Excellent customer service, active listening, and problem‑solving abilities.
• Ability to balance efficiency and quality in a fast‑paced environment.
• Strong attention to confidentiality and compliance with company guidelines.
• Flexible to work extended hours, weekends, nights, and holidays.
• Team‑oriented with positive communication and collaboration skills.
• Property & Casualty or Personal Lines license required (or ability to obtain within 90 days; training and fees covered).
• Spanish fluency required for bilingual queue (assessment provided).
• Previous insurance or call center experience preferred.
• Must pass a background check and drug screening.
• Must reside within 80 miles of 901 Bagby Street, Houston, TX 77002.

Preferred Qualifications

• Experience in a high‑volume, remote call center environment.
• Knowledge of insurance products, underwriting, and claims processes.
• Proficiency in CRM systems, Microsoft Office Suite, and data entry.
• Demonstrated ability to meet or exceed performance KPIs consistently.
• Experience with bilingual customer service and cross‑cultural communication.
• Certifications in customer experience, call center operations, or insurance licensing.

Skills & Competencies

• Customer‑centric mindset with a passion for problem resolution.
• Strong verbal and written communication skills.
• Adaptability to changing priorities and new technologies.
• Analytical thinking and attention to detail.
• Time‑management and organizational skills.
• Team collaboration and a positive attitude.
• Resilience under pressure and a commitment to continuous improvement.
• Leadership potential and coaching aptitude.

Performance Metrics & Success Indicators

At brighthush, we believe that clear, data‑driven metrics drive excellence. Your success will be measured against a blend of quantitative and qualitative indicators:

• Customer Satisfaction (CSAT): Target score of 90% or higher.
• First Call Resolution (FCR): Aim for 85%+ FCR to reduce repeat contacts.
• Average Handle Time (AHT): Maintain an AHT that balances speed with quality.
• Upsell & Cross‑Sell Conversion: Achieve a conversion rate that aligns with quarterly targets.
• Compliance Score: 100% adherence to PCI and regulatory standards.
• Team Collaboration Index: Positive peer feedback and cross‑team engagement.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer a comprehensive learning ecosystem designed to help you grow both personally and professionally:

• Structured onboarding and 30‑day virtual training to equip you with the knowledge and skills needed for success.
• Ongoing coaching, performance reviews, and goal‑setting sessions.
• Access to internal learning platforms, webinars, and industry certifications.
• Clear advancement tracks into senior customer service roles, team leadership, or specialized product lines.
• Mentorship programs pairing new hires with experienced leaders.
• Opportunities to lead cross‑functional projects, influencing product development and customer experience strategies.
• Annual leadership development workshops and external conference sponsorships.
• Recognition programs that celebrate milestones and achievements.

Leadership Philosophy & Team Culture

Our remote‑first approach means you can work from the comfort of your home while staying connected to a vibrant, collaborative team. We foster a culture of:

• Transparency and open communication across all levels.
• Recognition of achievements through awards, shout‑outs, and peer recognition.
• Work‑life balance, with flexible scheduling and paid time off.
• Community engagement initiatives, including volunteer opportunities and charitable partnerships.
• Continuous feedback loops to improve processes and employee satisfaction.
• Celebration of diversity and inclusion, ensuring every voice is heard.
• Regular virtual social events, wellness challenges, and team‑building activities.

Compensation & Perks

In addition to a competitive hourly rate, brighthush offers:

• Hourly incentive for bilingual fluency (additional $0.50 per hour).
• Health, dental, and vision coverage for employees and eligible dependents.
• 401(k) and Roth 401(k) plans with company match.
• Tuition assistance for approved courses and certifications.
• Employee appreciation events, wellness programs, and recognition awards.
• Remote work flexibility, including the ability to work from any state where brighthush operates.
• Comprehensive onboarding package, including a stipend for home office setup.
• Performance‑based bonuses and quarterly incentive programs.
• Paid parental leave, sick leave, and vacation accrual.

Remote Work Requirements

To ensure a high‑quality experience for our members, we require:

• A dedicated, quiet workspace free from interruptions.
• Reliable internet connection: minimum 20 Mbps download, 5 Mbps upload,
• Hard‑wired Ethernet connection if Wi‑Fi is inadequate.
• Availability during standard business hours and flexibility for shift adjustments.
• Regular attendance in virtual team meetings and training sessions.
• Compliance with data security protocols and confidentiality agreements.

How to Apply

Ready to make a difference and grow your career with brighthush? Click the link below to submit your application and join a team that values your expertise and dedication.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our hiring practices comply with all applicable federal, state, and local laws, including E‑Verify and the City of Houston’s Fair Chance Initiative.