Senior Customer Experience Champion – Call Center Specialist & Member Advocate – Remote & Hybrid Opportunities at brighthush

Welcome to brighthush: Where Every Call Shapes Tomorrow

At brighthush, we’re redefining what it means to serve. In a world where digital convenience often eclipses personal touch, we stand firm on the belief that every interaction should feel like a conversation with a trusted friend. Our mission is simple yet powerful: empower every member with seamless, personalized banking experiences that go beyond the ordinary. As a leading financial services provider, brighthush has earned a reputation for innovation, integrity, and a relentless focus on member satisfaction. We’re looking for a dedicated Member Experience Advocate to join our vibrant call center team and help us continue to set the industry standard.

Why brighthush? The Culture That Drives Success

When you join brighthush, you become part of a culture that values growth, collaboration, and community impact. Here’s what sets us apart:

• Innovation at Scale – We invest in cutting‑edge technology that lets our team deliver real‑time solutions and proactive support.
• Employee Ownership – Every advocate is an owner of the member experience, with the autonomy to make decisions that matter.
• Community Engagement – We partner with local nonprofits, sponsor educational programs, and encourage volunteerism.
• Career Development – Structured learning paths, mentorship, and cross‑functional projects keep your career trajectory upward.
• Work‑Life Harmony – Flexible scheduling, remote and hybrid options, and a supportive environment help you thrive both professionally and personally.

Key Responsibilities – Your Impact, Every Day

As a Member Experience Advocate, you will be the frontline champion for our members. Your daily tasks will include:

• Managing inbound calls and virtual teller sessions with a focus on accuracy and empathy.
• Resolving fundamental inquiries about checking and savings accounts, transaction research, and balance checks.
• Identifying and referring quality loan opportunities that align with member needs, thereby increasing engagement.
• Gathering, analyzing, and presenting information to members in a clear, concise manner.
• Delivering one‑point resolutions whenever possible, ensuring members leave the call satisfied.
• Presenting information effectively in one‑on‑one and small group settings, both to members and internal stakeholders.
• Staying current with technology, quickly learning new tools, and navigating virtual banking platforms with confidence.
• Adhering to all Member Care policies, procedures, and compliance requirements.
• Completing all required training modules on time and maintaining up‑to‑date knowledge of regulatory changes.
• Collaborating with leadership to set and achieve individual, team, and organizational goals.
• Actively participating in team, organizational, and community initiatives.
• Maintaining a high level of professionalism, positivity, and resilience in a fast‑paced environment.

Essential Qualifications – What We Expect

• High school diploma or equivalent; some college coursework is a plus.
• 1–3 years of customer service experience, preferably in banking or call center settings.
• Strong communication skills in English; bilingual proficiency (English/Spanish) is highly desirable.
• Proficiency with Microsoft Office (Word, Excel, Outlook) and web browsers.
• Knowledge of the Bank Secrecy Act, U.S. Patriot Act, Office of Foreign Assets Control, Anti‑Money Laundering regulations, Right to Financial Privacy Act, and the Bank Bribery Act.
• Demonstrated ability to learn quickly, adapt to new processes, and thrive in a dynamic environment.
• Commitment to delivering a positive member experience and maintaining high service standards.

Preferred Qualifications – The Extra Edge

• Experience with virtual teller or online banking platforms.
• Previous exposure to loan referral processes and member engagement strategies.
• Advanced Excel skills, including pivot tables and data analysis.
• Experience in a remote or hybrid work setting, with a proven track record of self‑management.
• Leadership or mentorship experience within a customer service context.

Skills & Competencies – The DNA of Success

• Customer‑Centric Mindset – Always put the member first, anticipating needs and exceeding expectations.
• Problem‑Solving – Quickly diagnose issues, think critically, and provide effective solutions.
• Communication – Articulate ideas clearly, both verbally and in writing, to diverse audiences.
• Technical Proficiency – Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Adaptability – Thrive in a fast‑changing environment, embracing new tools and processes.
• Team Collaboration – Work seamlessly with peers, managers, and cross‑functional teams.
• Time Management – Prioritize tasks, meet deadlines, and manage call volume efficiently.
• Compliance Awareness – Understand and adhere to all regulatory and internal policy requirements.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we’re invested in your professional journey. As a Member Experience Advocate I, you’ll have the following growth pathways:

• Advancement to Advocate II – Master advanced member engagement techniques and take on more complex inquiries.
• Specialization Tracks – Transition into loan advisory, digital banking support, or compliance roles.
• Leadership Development – Participate in leadership training programs and mentor new hires.
• Cross‑Functional Projects – Collaborate with product, marketing, and technology teams on initiatives that shape the member experience.
• Continuous Learning – Access to online courses, certifications, and industry conferences.

Work Environment & Culture – Where Innovation Meets Compassion

Our call center is a hub of collaboration, innovation, and positivity. Whether you work from our downtown Tampa office or from home, you’ll experience:

• State‑of‑the‑art communication tools that keep you connected with teammates and members.
• A supportive manager who provides regular feedback and coaching.
• Team‑building activities, both virtual and in‑person, that foster camaraderie.
• Recognition programs that celebrate outstanding performance and member success stories.
• A culture that values diversity, equity, and inclusion, ensuring every voice is heard.

Compensation, Perks, and Benefits – We Value Your Contribution

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible scheduling options.
• Remote work stipend for home office setup.
• Employee assistance program and wellness resources.
• Professional development budget and tuition reimbursement.
• Employee discounts on financial products and services.

Remote & Hybrid Work Requirements – Your Home, Your Office

To ensure a seamless experience for both members and teammates, we require:

• A quiet, dedicated workspace free from distractions.
• High‑speed internet connection (minimum 100 Mbps) and reliable power supply.
• Video conferencing capability (recommended 1.5 Mbps up/down).
• Compliance with all technical and security standards before the first training day.
• For hybrid candidates: residence within a reasonable commuting distance to the brighthush Headquarters.

How to Apply – Take the Next Step

Ready to take the next step in your career and join a team that values your contributions? Click the link below to submit your application and start your journey with brighthush.

Apply to this position

Equal Opportunity Employer – We Celebrate Diversity

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Disclaimer – The Nature of the Role

These statements describe the general nature and level of work performed in this role. They are not exhaustive and may be modified at any time by brighthush management. This position does not constitute a contract of employment and is subject to change at the discretion of the employer.

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