Senior Customer Experience Specialist – Financial Services & Annuity Support Expert (Hybrid Tampa, FL) – Championing Client Success, Financial Clarity, and Innovative Retirement Solutions at brighthush
About brighthush
brighthush is more than a financial services provider; it is a movement that empowers individuals and businesses to take control of their financial futures with confidence and clarity. Located in the vibrant city of Tampa, FL, brighthush blends deep industry expertise with cutting‑edge technology to deliver holistic retirement solutions. From defined‑benefit annuities to pension plans and comprehensive retirement strategies, we help clients navigate the complexities of long‑term financial planning with precision, empathy, and genuine care. Our culture is built on integrity, innovation, and a relentless focus on the customer experience—values that set us apart in a crowded marketplace.
Position Overview
As a Senior Customer Experience Specialist, you will be the trusted voice and advocate for our valued clients. You’ll manage inquiries related to group annuity contracts, pension plans, and related financial products, ensuring every interaction is handled with precision, empathy, and a deep understanding of our offerings. This role blends advanced product knowledge with state‑of‑the‑art technology, allowing you to resolve complex account maintenance tasks, guide clients through claims processes, and leverage AI‑driven tools to deliver world‑class service—all while upholding the highest standards of confidentiality and professionalism.
Key Responsibilities
- Serve as the primary point of contact for customers calling with questions about defined‑benefit annuities, pension plans, and related financial products.
- Provide clear, concise explanations of policy details, payment schedules, and account status, ensuring customers fully understand their benefits.
- Process account maintenance requests, including direct deposit setup, address changes, beneficiary updates, and death notifications.
- Guide customers through the claims process, offering step‑by‑step assistance and ensuring all documentation is accurately captured.
- Translate complex financial information into plain language, tailoring explanations to the customer’s level of understanding.
- Simultaneously navigate multiple systems during live interactions, maintaining accuracy and efficiency.
- Utilize AI‑enhanced tools and knowledge bases to expedite issue resolution and improve service quality.
- Handle sensitive financial data with the utmost professionalism, adhering to privacy regulations and internal security protocols.
- Maintain consistent attendance and punctuality, demonstrating reliability and commitment to the team and customers.
- Participate in ongoing training and quality assurance programs to continuously improve service standards.
- Collaborate with cross‑functional teams—such as Claims, Compliance, and IT—to resolve complex customer issues.
- Attend the Tampa office at least one day per month to engage with colleagues, participate in team meetings, and support on‑site initiatives.
- Travel to the Tampa office if home‑office systems experience outages or require troubleshooting.
Essential Qualifications
- High school diploma or equivalent (associate’s or bachelor’s degree preferred).
- Minimum of 2 years of customer service experience, ideally in a call center or financial services environment.
- At least 1 year of experience working with Windows‑based operating systems, including Microsoft Office Suite.
- Strong verbal and written communication skills, with the ability to explain technical concepts to non‑technical audiences.
- Proficiency in multitasking across multiple software platforms while maintaining attention to detail.
- Demonstrated reliability through consistent attendance and adherence to scheduled shifts.
- Experience handling sensitive financial information with confidentiality and professionalism.
- Comfortable using AI tools and digital knowledge bases to support customer interactions.
Preferred Qualifications
- Associate’s or bachelor’s degree in Finance, Business Administration, or a related field.
- Prior experience in the financial services industry, particularly with annuities or pension products.
- Knowledge of regulatory compliance and data privacy standards relevant to financial customer service.
- Experience with CRM systems and call‑center software.
Skills & Competencies
- Exceptional customer‑centric mindset with a passion for problem‑solving.
- Strong analytical skills to interpret policy documents and financial statements.
- Adaptability to rapidly changing priorities and new technologies.
- Team collaboration and cross‑functional communication.
- Proactive learning attitude—willingness to stay current on product updates and industry trends.
- Time‑management skills to balance multiple customer inquiries efficiently.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Experience Specialist, you will have the opportunity to:
- Progress into senior support roles or team lead positions within the Customer Experience division.
- Transition into specialized product support, such as Claims Processing or Compliance.
- Participate in leadership development programs and mentorship initiatives.
- Attend industry conferences, webinars, and workshops to deepen your financial knowledge.
- Earn certifications in customer service excellence, financial products, or data privacy.
Work Environment & Culture at brighthush
brighthush fosters a culture of collaboration, innovation, and respect. Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. Key highlights include:
- A quiet, secure home‑office setup with high‑speed internet and a dedicated Ethernet connection.
- Flexible shift assignments designed to accommodate diverse lifestyles and maximize customer coverage.
- Regular virtual team huddles, knowledge‑sharing sessions, and social events.
- Access to cutting‑edge AI tools that streamline workflows and enhance customer interactions.
- A supportive environment where feedback is valued and continuous improvement is encouraged.
Compensation & Benefits
While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:
- Base hourly rate of $20 per hour, with potential for overtime and performance bonuses.
- Health, dental, and vision insurance options for employees and eligible dependents.
- 401(k) retirement plan with company matching contributions.
- Paid time off (PTO), holidays, and sick leave.
- Professional development stipend and tuition reimbursement for relevant courses.
- Employee assistance program (EAP) and wellness resources.
- Access to a company‑wide learning platform covering financial services, technology, and soft skills.
Training & Onboarding
Your journey with brighthush begins with a comprehensive five‑week instructor‑led training program conducted at our Tampa office, followed by a two‑week nesting period. During this time, you will:
- Learn the intricacies of annuity and pension products, regulatory compliance, and customer‑service best practices.
- Master our CRM, call‑center software, and AI‑enhanced knowledge base.
- Participate in role‑playing scenarios and real‑time coaching sessions.
- Complete quality certification assessments to ensure readiness for independent work.
Reliable attendance throughout the training period is mandatory. Upon successful completion, you will transition to a home‑office role, with the expectation of working from the Tampa office at least one day per month. Should any system issues arise at home, you will be required to travel to the Tampa office until the issue is resolved.
Why Join brighthush?
At brighthush, you’ll be part of a mission‑driven organization that values integrity, innovation, and customer empowerment. You’ll work alongside passionate professionals who are committed to making a real difference in people’s financial well‑being. With a supportive culture, robust learning resources, and a clear path for advancement, your career at brighthush will be both rewarding and impactful.
Ready to Make an Impact?
If you are a dedicated, customer‑focused professional with a passion for financial services, we invite you to apply today. Join brighthush and help us deliver clarity, confidence, and peace of mind to our clients—one conversation at a time.