Senior Customer Service Analyst – Remote (US) – Financial Services & Annuities – Client Experience & Relationship Management

About brighthush

At brighthush, we are redefining the way people protect and grow their financial futures. As a leading provider of innovative annuity solutions, we empower individuals and families to secure guaranteed income streams, preserve hard‑earned savings, and leave lasting legacies for their loved ones. Our mission is simple yet profound: to elevate every client’s financial journey beyond the ordinary. With a culture rooted in collaboration, integrity, and continuous learning, brighthush is not just a workplace—it’s a community where every team member’s expertise is valued and every voice is heard.

Why Join brighthush?

When you become part of brighthush, you join a team that thrives on:

• Client‑First Philosophy – Treating every client like family and ensuring their needs are met with empathy and precision.
• Growth & Development – Structured learning paths, mentorship, and clear career ladders that help you advance from analyst to leadership roles.
• Innovation & Impact – Working on cutting‑edge products that shape the future of financial security.
• Inclusive Culture – A diverse, supportive environment where ideas flourish and collaboration is the norm.

Role Overview

As a Senior Customer Service Analyst at brighthush, you will be the frontline advocate for our clients and agents. Your primary responsibility is to deliver exceptional service across multiple channels—phone, chat, and email—while ensuring every interaction reflects our commitment to trust, clarity, and proactive problem‑solving. This role is ideal for individuals who thrive in fast‑paced, high‑volume environments and are passionate about turning complex financial concepts into clear, actionable guidance.

Key Responsibilities

• Analyze and resolve incoming client and agent inquiries via phone, chat, and email, ensuring a 95%+ satisfaction rate.
• Gather detailed information to understand client circumstances, expectations, and financial goals, and translate these into tailored solutions.
• Communicate complex annuity products, tax implications, and regulatory requirements in a clear, client‑friendly manner.
• De‑escalate dissatisfied clients using patience, empathy, and structured conflict‑resolution techniques.
• Maintain accurate, real‑time updates in multiple CRM systems, ensuring data integrity and audit readiness.
• Act as a liaison between clients, agents, and internal departments (e.g., underwriting, compliance, product management) to expedite resolution.
• Interpret intricate contractual language, including features, terms, and conditions, and explain implications to clients.
• Identify and recommend process improvements that enhance efficiency, reduce error rates, and improve client experience.
• Assist in researching and resolving complex complaints that require cross‑departmental collaboration.
• Participate in ongoing training and development programs to stay current on product updates, regulatory changes, and industry best practices.
• Support the team in achieving performance metrics, including call handling time, first‑contact resolution, and quality scores.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Finance, Business, or related field preferred.
• Minimum of 2 years of customer service experience in a high‑volume, call‑center environment.
• Exceptional verbal and written communication skills, with the ability to simplify complex financial concepts.
• Strong attention to detail and proven ability to multitask efficiently in a fast‑paced setting.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Availability to work the required schedule: Monday–Thursday 10:00 AM–7:00 PM EST, Friday 8:00 AM–5:00 PM EST.
• Strong problem‑solving skills and a proactive, solution‑oriented mindset.

Preferred Qualifications

• Prior experience in a financial services or annuity environment.
• Series 6 licensure at the time of hire or the ability to obtain it within 12 months.
• Experience with financial transaction processing and regulatory compliance.
• Demonstrated ability to work collaboratively across cross‑functional teams.

Skills & Competencies

• Client‑Centric Communication
• Financial Product Knowledge (annuities, tax implications, estate planning)
• Data Accuracy & CRM Management
• Conflict Resolution & De‑escalation
• Process Improvement & Continuous Learning
• Time Management & Prioritization
• Team Collaboration & Cross‑Functional Coordination

Career Growth & Learning Opportunities

At brighthush, we believe that every employee’s potential is limitless. As a Senior Customer Service Analyst, you will have access to:

• Structured mentorship programs pairing you with senior leaders.
• Regular skill‑building workshops covering advanced product knowledge, regulatory updates, and leadership fundamentals.
• Clear promotion pathways—from Analyst to Team Lead, and eventually to Manager or Director roles.
• Cross‑departmental projects that broaden your understanding of the entire client lifecycle.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Company Culture

brighthush offers a hybrid work model that balances remote flexibility with collaborative in‑office sessions. Our culture is defined by:

• Transparent communication and open feedback loops.
• Recognition programs that celebrate both individual and team achievements.
• Commitment to work‑life balance, with generous paid time off and flexible scheduling.
• Community outreach initiatives that allow employees to give back and build local partnerships.
• Regular social events, virtual happy hours, and team‑building activities.

Compensation, Perks & Benefits

While specific salary ranges may vary by location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive programs aligned with company goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Life and disability insurance options.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness stipends.
• Paid parental leave and family‑friendly policies.

How to Apply

If you are ready to join a forward‑thinking organization that values your expertise and offers a clear path to growth, we encourage you to apply today. Bring your passion for client service, your analytical mindset, and your desire to make a real difference in people’s financial lives.

and become part of a team that is shaping the future of financial security.