Senior Customer Service Representative – Advanced Client Support & Issue Resolution Specialist (Remote – Kansas/Missouri)

About brighthush

brighthush is a leading financial services organization that empowers individuals and businesses to make smarter, data‑driven financial decisions. With a legacy of innovation, integrity, and customer‑centricity, brighthush has become a trusted partner for millions of clients across the United States. Our mission is to deliver exceptional service while fostering a culture of continuous learning, collaboration, and personal growth.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We invest heavily in professional development, provide a supportive work environment, and celebrate the achievements of every team member. Whether you’re a seasoned customer service veteran or a recent graduate looking to launch a career in finance, brighthush offers the tools, mentorship, and opportunities you need to thrive.

Role Overview

As a Senior Customer Service Representative (Level III), you will be the frontline advocate for our clients, ensuring their inquiries are resolved efficiently and their experience is consistently positive. You will handle complex, high‑volume calls, troubleshoot issues, and collaborate with cross‑functional teams to deliver solutions that exceed expectations.

Key Responsibilities

• Client Interaction: Serve as the primary point of contact for inbound and outbound customer communications, providing timely, accurate, and empathetic support.
• Issue Resolution: Diagnose and resolve a wide range of product and service issues, escalating when necessary to specialized teams while maintaining ownership of the customer journey.
• Account Management: Maintain and update client records in our CRM system, ensuring data integrity and compliance with regulatory standards.
• Process Improvement: Identify recurring pain points and collaborate with process owners to implement enhancements that improve service quality and operational efficiency.
• Knowledge Sharing: Mentor junior representatives, share best practices, and contribute to the development of training materials.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and call handling time.
• Compliance & Security: Adhere to all company policies, industry regulations, and data privacy standards in every interaction.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 4–5 years of progressive customer service experience, ideally within the financial services sector.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and experience navigating complex software platforms.
• Strong telephone etiquette, active listening skills, and the ability to remain calm under pressure.
• Demonstrated ability to handle difficult or escalated calls with professionalism and empathy.
• Excellent written and verbal communication skills in English.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.

Preferred Qualifications

• Experience with CRM systems such as Salesforce or Zendesk.
• Knowledge of banking products, credit, or loan servicing.
• Previous exposure to compliance and regulatory frameworks (e.g., GLBA, PCI‑DSS).
• Multilingual capabilities or experience serving diverse customer bases.
• Prior leadership or coaching experience within a customer service environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and a genuine desire to help clients succeed.
• Problem‑Solving: Ability to analyze complex issues, think critically, and develop effective solutions.
• Adaptability: Comfortable navigating change, learning new tools, and adjusting to evolving processes.
• Team Collaboration: Strong interpersonal skills, with a track record of working effectively across departments.
• Time Management: Efficiently prioritize tasks, manage multiple concurrent calls, and meet deadlines.
• Data‑Driven Decision Making: Comfortable using metrics and analytics to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Senior Customer Service Representative, you’ll have access to:

• Structured onboarding and ongoing training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior leaders and subject‑matter experts.
• Cross‑functional projects that expose you to different areas of the business, such as risk management, product development, and technology.
• Clear career pathways to roles such as Customer Experience Manager, Operations Lead, or Product Specialist.
• Regular performance reviews and personalized development plans to help you reach your goals.

Work Environment & Company Culture

brighthush values diversity, inclusion, and a collaborative spirit. Our remote work model empowers you to balance professional responsibilities with personal commitments while staying connected to a vibrant community of colleagues. Highlights include:

• Fully equipped home office stipend and flexible scheduling.
• Virtual team‑building events, wellness programs, and peer recognition initiatives.
• Access to an internal knowledge base, discussion forums, and continuous learning resources.
• A culture that celebrates innovation, encourages experimentation, and rewards high performance.

Compensation & Benefits

We offer a competitive salary range of USD 41,600 – 46,800 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• 401(k) plan with company matching.
• Generous paid time off (PTO) and holiday schedule.
• Health, dental, and vision insurance options.
• Retirement planning resources and financial wellness tools.
• Parental leave policies that support new parents.
• Employee assistance programs and mental health support.
• Professional development budget and tuition reimbursement.

How to Apply

If you’re ready to bring your expertise to a dynamic, customer‑focused team and grow your career in the financial services industry, we encourage you to apply today.

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Closing Statement

At brighthush, we’re more than a financial services company – we’re a community of passionate professionals dedicated to making a difference in our clients’ lives. If you thrive in a fast‑paced, customer‑centric environment and are eager to take on new challenges, we want to hear from you. Join us and help shape the future of financial service excellence.