Senior Bilingual Remote Customer Service Representative – Insurance Agent Support Specialist (Spanish & English) – Lead Customer Success & Growth at brighthush

About brighthush

brighthush stands at the forefront of the U.S. insurance landscape, blending a century‑long legacy of trust with cutting‑edge technology to safeguard the lives, homes, and businesses of millions. From auto and home to life, health, and commercial policies, we deliver comprehensive coverage that empowers our customers to focus on what matters most. Our mission is simple yet profound: Protect, Serve, and Innovate. Every interaction is an opportunity to strengthen relationships, anticipate needs, and exceed expectations.

Why Join brighthush?

• Impactful Work: Your voice directly influences the safety and peace of mind of our policyholders.
• Clear Career Pathways: Structured advancement from frontline support to senior agent roles, paired with mentorship and leadership development.
• Diverse & Inclusive Culture: We celebrate unique perspectives and ensure every voice is heard.
• Competitive Compensation: A comprehensive pay package that rewards performance, dedication, and expertise.
• Remote Flexibility: Work from anywhere with the support of state‑of‑the‑art collaboration tools.
• Robust Benefits: Health, dental, vision, 401(k) matching, paid time off, wellness programs, and more.

Position Overview

We are seeking a highly motivated, bilingual Customer Service Representative to join our Insurance Agent Support Team. In this role, you will serve as the primary point of contact for our community members, ensuring that every inquiry is handled with empathy, accuracy, and efficiency. You will collaborate closely with licensed agents, coordinate policy updates, and proactively identify opportunities to enhance the customer experience.

Key Responsibilities

• Customer Relationship Management: Build and nurture strong relationships with policyholders, providing timely follow‑ups and personalized support.
• Inquiry Resolution: Respond to a wide range of customer inquiries—policy questions, claims status, billing issues, and general information—using clear, concise communication.
• Data Accuracy: Maintain meticulous records of all customer interactions in our CRM system, ensuring data integrity and compliance with regulatory standards.
• Cross‑Functional Collaboration: Work closely with licensed agents, underwriting, and claims teams to resolve complex issues and streamline processes.
• Proactive Service: Anticipate customer needs by reviewing policy details, identifying potential gaps, and recommending appropriate coverage options.
• Compliance & Licensing: Operate within the bounds of state insurance regulations, maintaining your Property & Casualty license and obtaining a Life & Health license within six months of hire.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to the development of knowledge bases and SOPs.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Technology Utilization: Leverage advanced tools and platforms—including CRM, knowledge base, and collaboration suites—to deliver efficient, high‑quality service.
• Feedback Loop: Gather customer insights and relay them to product and policy teams to drive service enhancements.

Essential Qualifications

• Fluency in both English and Spanish (written and spoken) – bilingual communication is essential.
• Current Property & Casualty license issued by the state of your residence.
• Commitment to obtaining a Life & Health license within six months of employment.
• Strong interpersonal skills with a customer‑centric mindset.
• Excellent written and verbal communication abilities.
• Detail‑oriented, organized, and capable of managing multiple priorities simultaneously.
• Proficiency with CRM platforms, Microsoft Office Suite, and collaboration tools (e.g., Teams, Slack).
• Experience in a customer service or call center environment, preferably within the insurance industry.
• Basic understanding of insurance terminology, policy structures, and claims processes.
• Ability to work independently in a remote setting, managing time and resources effectively.

Preferred Qualifications

• Prior experience working with licensed insurance agents or in an agency setting.
• Knowledge of insurance products, policy structures, and claims processes.
• Experience with data analytics or reporting tools.
• Demonstrated ability to work independently in a remote setting, managing time and resources effectively.
• Previous exposure to compliance audits or regulatory reporting.
• Experience with customer success platforms and ticketing systems.

Skills & Competencies

• Customer‑First Attitude: A genuine desire to help and a proactive approach to problem solving.
• Communication Excellence: Ability to convey complex information clearly and empathetically.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change as an opportunity.
• Team Collaboration: Works effectively with cross‑functional teams, sharing insights and supporting collective goals.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity levels.
• Analytical Thinking: Interprets data to identify trends, gaps, and opportunities for service improvement.
• Problem‑Solving: Quickly diagnoses issues and implements effective solutions.
• Resilience: Maintains composure under pressure and remains focused on delivering results.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous learning modules covering insurance fundamentals, compliance, and customer engagement.
• Mentorship programs pairing you with experienced agents and leaders.
• Regular performance reviews and personalized development plans.
• Opportunities to transition into specialized roles such as Claims Specialist, Underwriting Assistant, or Agent Trainer.
• Leadership development workshops and certifications.
• Access to industry conferences, webinars, and professional association memberships.
• Internal career pathing tools that map out potential trajectories within brighthush.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, supportive community. We provide:

• High‑speed internet stipends and ergonomic equipment allowances.
• Virtual team‑building events, wellness challenges, and peer recognition programs.
• Access to an internal knowledge hub, discussion forums, and real‑time collaboration tools.
• A culture of transparency, where ideas are welcomed and feedback is constructive.
• Flexible scheduling options to accommodate diverse lifestyles and time zones.
• Regular virtual town halls with leadership to share company updates and strategic direction.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive base salary complemented by performance‑based incentives. In addition, you will enjoy:

• Health, dental, and vision insurance plans with comprehensive coverage options.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Wellness stipend and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee referral bonuses and recognition awards.
• Access to a company‑wide learning platform with courses on leadership, technology, and industry trends.
• Annual performance bonuses tied to individual and company metrics.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a dynamic insurance environment, and are ready to grow with a forward‑thinking organization, we encourage you to apply today. Join brighthush and help us protect the future of our community members.

Ready to take the next step? Submit your application through our careers portal or click the link below to start your journey with brighthush.