Senior Claims Customer Experience Specialist – Multi‑Line Insurance Support & Customer Success Champion

About brighthush

brighthush is a forward‑thinking insurance solutions provider that redefines how people experience claims. With a focus on transparency, empathy, and technology‑driven service, we empower our customers to navigate the claims journey with confidence and clarity. Our mission is simple: to turn a stressful, often confusing process into a seamless, supportive experience that restores peace of mind.

At brighthush, we believe that the heart of our business lies in the relationships we build with our clients. Every call, every email, every interaction is an opportunity to demonstrate our commitment to integrity, responsiveness, and genuine care. We’re looking for a dedicated professional who shares this vision and can help us elevate the customer experience to new heights.

Why Join brighthush?

• Work in a culture that values diversity, inclusion, and continuous learning.
• Enjoy a flexible, remote‑friendly environment that supports work‑life balance.
• Benefit from competitive compensation, comprehensive health coverage, and generous time‑off policies.
• Grow your career with mentorship, training programs, and clear advancement pathways.
• Be part of a company that uses cutting‑edge technology to streamline claims and enhance customer satisfaction.

Key Responsibilities

As a Claims Customer Experience Specialist at brighthush, you will serve as the primary advocate for our customers throughout the entire claims lifecycle. Your role will blend customer service excellence with deep knowledge of multi‑line insurance processes to deliver timely, accurate, and compassionate support.

• Customer Advocacy: Act as the first point of contact for policyholders via phone, email, and chat, providing clear, empathetic guidance and ensuring a smooth claims journey.
• Process Management: Anticipate customer needs, proactively manage claim status updates, and coordinate with internal teams to achieve full resolution.
• Information & Guidance: Explain complex claim procedures, coverage details, and settlement options in plain language, ensuring customers feel informed and confident.
• Data Integrity: Accurately record all customer interactions, claim details, and supporting documentation in our CRM and internal systems, maintaining strict adherence to data privacy and regulatory standards.
• Issue Resolution: Identify and address customer concerns, complaints, and disputes with empathy and professionalism, escalating to senior teams when necessary to secure timely outcomes.
• Continuous Improvement: Gather customer feedback, analyze trends, and collaborate with cross‑functional teams to refine processes, improve service metrics, and enhance the overall customer experience.
• Compliance & Governance: Follow all company policies, industry regulations, and best practices, ensuring confidentiality and integrity of customer information at all times.
• Team Collaboration: Work closely with claims adjusters, underwriting, and technical support to resolve complex issues and share insights that drive operational excellence.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree or relevant insurance certifications (e.g., CPCU, AIC, or equivalent) are a plus.
• Minimum of 2 years’ experience in a customer service or call center environment within the insurance industry, preferably handling property or liability claims.
• Strong knowledge of multi‑line insurance claim processes, terminology, and best practices.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and other claim‑management software.
• Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and empathetically.
• Active listening skills to understand customer needs, concerns, and emotions, and respond appropriately.
• Strong problem‑solving and critical‑thinking abilities.
• Empathy, patience, and resilience to handle challenging customer interactions with professionalism and composure.
• Strong organizational and time‑management skills to prioritize tasks and meet deadlines effectively.
• Must be able to obtain a designated home‑state claim adjuster license within 60 days of hire.

Preferred Qualifications

• Experience with multi‑line insurance products such as auto, home, renters, and commercial liability.
• Background in claims investigation or adjuster roles.
• Knowledge of regulatory requirements (e.g., HIPAA, GDPR) related to customer data protection.
• Experience with data analytics tools (e.g., Excel, Power BI) to track performance metrics.
• Fluency in additional languages to serve a diverse customer base.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and a commitment to exceeding expectations.
• Communication Excellence: Clear, concise, and compassionate communication across multiple channels.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Adaptability: Thrive in a fast‑paced, evolving environment while maintaining high service standards.
• Collaboration: Work seamlessly with cross‑functional teams to drive customer outcomes.
• Tech Savvy: Comfortable using CRM platforms, knowledge‑base systems, and emerging tools to enhance service delivery.
• Time Management: Prioritize tasks, manage multiple cases simultaneously, and meet SLA targets.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Claims Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new products, regulatory updates, and customer‑experience best practices.
• Opportunities to transition into senior support roles, claims management, or product development teams.
• Leadership development tracks for high‑potential employees.
• Cross‑departmental projects that broaden your skill set and visibility within the organization.

Work Environment & Culture at brighthush

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection and a supportive virtual community.
• Inclusive Culture: A workplace that celebrates diverse backgrounds, perspectives, and ideas.
• Employee Wellness: Access to mental‑health resources, virtual fitness classes, and wellness stipends.
• Team Bonding: Quarterly virtual happy hours, hackathons, and community service initiatives.
• Innovation‑Driven: A culture that encourages experimentation, feedback, and continuous improvement.

Compensation, Perks, and Benefits

• Competitive Base Salary: Reflective of your experience and the value you bring to our customers.
• Health & Wellness Package: Comprehensive medical, vision, and dental coverage with nationwide access.
• Retirement Planning: 401(k) plan with employer matching to secure your future.
• Paid Time Off: Generous PTO policy, including vacation, sick leave, and personal days.
• Family Leave: Extended family leave after 8 months of continuous service.
• Technology Stipend: Apple laptop, dual‑monitor setup, and other equipment to support your remote work.
• Professional Development: Reimbursement for industry certifications, conferences, and courses.
• Employee Recognition: Regular awards, spot bonuses, and peer‑to‑peer recognition programs.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a dynamic environment, and want to make a real difference in people’s lives, we encourage you to apply. Join brighthush and help us transform the claims journey for millions of customers worldwide.