Senior Customer Experience Specialist – Claims & Service Excellence Lead for Automotive Insurance Solutions

About brighthush

brighthush is a forward‑thinking leader in the automotive insurance and after‑sales service sector, dedicated to delivering seamless, customer‑centric solutions that protect and enhance the driving experience. With a global footprint spanning multiple continents, we partner with top automotive manufacturers, dealerships, and service networks to provide innovative claim management, data analytics, and customer engagement platforms. Our mission is simple: to empower every customer to feel confident, supported, and valued throughout their vehicle ownership journey.

Why Join brighthush?

At brighthush, we believe that exceptional customer experience is the cornerstone of long‑term success. Our culture is built on collaboration, continuous learning, and a relentless focus on quality. As a Customer Experience Specialist, you will be at the heart of our operations, ensuring that every claim is handled efficiently, every customer interaction is positive, and every data point is accurate. You’ll work alongside a talented team of analysts, engineers, and service partners, and you’ll have the opportunity to shape the future of automotive insurance support.

Key Responsibilities

• Customer Center Operations: Serve as the primary point of contact for inbound telephone consultations, guiding customers through claim initiation, documentation requirements, and status updates.
• Claims Intake & Documentation: Receive and verify claim submissions, ensuring all necessary documents are collected and properly logged in the A/S400 system.
• Data Management: Enter detailed claim information into the A/S400 system, manage Auto EW claim data for HMCEW & CPO EW, and perform rigorous checks on Auto EW claim handling.
• Service Network Coordination: Oversee the registration and maintenance of service networks, ensuring accurate and up‑to‑date information for all partners.
• Market & Product Research: Conduct regular surveys of major automobile parts and service trends to inform product development and improve customer satisfaction.
• Customer Satisfaction Initiatives: Execute “Happy Call” and “O/B Call” programs to proactively gauge customer sentiment, identify improvement areas, and drive retention.
• Process Improvement: Identify bottlenecks in claim processing, propose solutions, and collaborate with cross‑functional teams to implement best practices.
• Compliance & Quality Assurance: Ensure all claim handling adheres to regulatory standards and internal quality guidelines.

Essential Qualifications

• Minimum of 5 years of experience in customer service, claims processing, or a related field within the automotive or insurance industry.
• Strong interpersonal and communication skills, with a proven ability to handle complex customer inquiries with empathy and professionalism.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with enterprise data management systems.
• Detail‑oriented mindset with excellent documentation and numerical accuracy.
• Demonstrated responsibility and ownership in fast‑paced, high‑volume environments.
• Experience in a call center or customer support role is highly preferred.

Preferred Qualifications

• Background in automotive insurance claims or after‑sales service.
• Knowledge of A/S400 or similar legacy systems.
• Experience with Auto EW claim processes and data validation.
• Familiarity with service network management and partner onboarding.
• Strong analytical skills and ability to translate data into actionable insights.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Technical Proficiency: Comfortable navigating complex systems and troubleshooting data discrepancies.
• Problem‑Solving: Ability to analyze issues, develop solutions, and implement changes quickly.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Collaboration: Work effectively with cross‑functional teams, including IT, operations, and partner managers.
• Continuous Learning: Commitment to staying current with industry trends, regulatory changes, and new technologies.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration and skill acquisition.
• Regular training sessions on advanced claim management tools, data analytics, and customer engagement strategies.
• Opportunities to cross‑train in related roles such as data analytics, process improvement, or partner management.
• Clear career pathways to senior specialist, team lead, or managerial positions within the customer experience and claims domain.
• Support for industry certifications (e.g., Certified Claims Professional, Customer Experience Management) through tuition reimbursement and study resources.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our values are reflected in:

• Open Communication: Transparent dialogue across all levels, encouraging ideas and feedback.
• Employee Empowerment: Autonomy to own projects, make decisions, and drive impact.
• Work‑Life Balance: Flexible scheduling options, remote work possibilities, and wellness initiatives.
• Diversity & Inclusion: A culture that celebrates diverse perspectives and promotes equal opportunities.
• Community Engagement: Volunteer programs and partnerships that give back to local communities.

Compensation & Benefits

While specific figures vary based on location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics and claim resolution efficiency.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Employee assistance programs and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee recognition programs and annual company events.

How to Apply

Ready to elevate your career and make a tangible impact on customer experience? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this role at brighthush

Join the brighthush Team Today!

We’re looking for passionate, detail‑oriented professionals who thrive in a fast‑moving environment and are committed to delivering world‑class service. If you’re ready to take on a pivotal role that blends customer advocacy, data precision, and process excellence, brighthush invites you to apply. Together, we’ll shape the future of automotive insurance support and ensure every customer feels protected, valued, and heard.