Senior Customer Care Specialist – Loan Collections & Member Engagement – Brighthush

About Brighthush

Brighthush is a forward‑thinking financial institution that blends traditional values with modern technology to deliver exceptional member experiences. With a strong commitment to community, integrity, and innovation, Brighthush has grown into a trusted partner for individuals and families seeking reliable financial solutions. Our culture thrives on collaboration, continuous learning, and a shared passion for helping members achieve their goals.

Why Join Brighthush?

At Brighthush, you’ll be part of a dynamic team that values every voice and encourages creative problem‑solving. We offer:

• Competitive base salary ($38,000–$44,000) plus performance bonuses
• Comprehensive benefits: medical, dental, vision, 401(k) with employer match, and a generous pension plan
• Flexible work arrangements, including a robust remote work policy that supports work‑from‑home options when you meet the criteria
• Ongoing professional development through training, mentorship, and access to industry certifications
• A supportive, inclusive environment that celebrates diversity and promotes work‑life balance

Job Summary

As a Customer Care Specialist at Brighthush, you will be the frontline advocate for our members, ensuring that every interaction—whether by phone, email, instant messaging, or in person—is handled with empathy, professionalism, and a focus on resolution. Your role will blend customer service, loan collection, and compliance, requiring a keen eye for detail, strong communication skills, and the ability to navigate complex regulatory frameworks.

Key Responsibilities

• Contact members with past‑due loans via phone, mail, or email to negotiate payment plans, direct deposit, or loan modifications.
• Make outbound calls to meet or exceed the minimum call volume set by management, using a warm, attentive tone.
• Answer inbound calls from members, vendors, and internal stakeholders on the Member Care line.
• Utilize skip‑tracing techniques to locate debtors and gather accurate contact information.
• Assist with repossession procedures, bankruptcy filings, and charge‑off processes for loan and deposit accounts.
• Coordinate with collection agencies and attorneys, drafting correspondence and maintaining documentation.
• Process file maintenance, including posting payments, fees, and other account activity.
• Handle vendor‑related transactions such as debit or credit entries.
• Respond to credit bureau disputes, ensuring timely resolution and accurate record‑keeping.
• Perform general ledger reconciliations and support accounting functions.
• Process payment protection plan claims (disability, death) and cancellations for products like Extended Warranty or GAP.
• Collaborate with cross‑functional teams to identify and implement solutions that enhance member satisfaction.
• Participate in special projects, training initiatives, and continuous improvement efforts.
• Adhere to Brighthush’s brand standards, ensuring every interaction reflects our values and professionalism.
• Occasionally work Saturday hours as required by business needs.

Essential Qualifications

• High school diploma or equivalent; Apply for this job