Senior Customer Service Representative – Lending Services & Client Experience Specialist at brighthush – Remote, Full‑Time, Competitive Compensation

About brighthush and the Lending Services Landscape

brighthush is a forward‑thinking financial services organization that empowers consumers and businesses with innovative lending solutions. With a mission to simplify access to credit and foster financial well‑being, brighthush has grown into a trusted partner for millions of customers across the United States. Our commitment to technology, transparency, and exceptional service has positioned us as a leader in the evolving fintech ecosystem.

Why Join brighthush?

At brighthush, we believe that great customer experiences start with empowered employees. As a Senior Customer Service Representative in our Lending Services team, you will be at the frontline of customer interaction, shaping the way people perceive and engage with credit products. You’ll work in a dynamic, remote environment that values flexibility, continuous learning, and a culture of collaboration.

Key Highlights

• Competitive salary range: USD 33,750 – 67,500 per year
• Full‑time remote role based in Pennsylvania, United States
• Comprehensive benefits package including 401(k) matching, generous paid time off, tuition reimbursement, and parental leave
• Opportunities for career advancement into senior support, team leadership, or cross‑functional product roles
• Access to cutting‑edge tools such as PingID for secure authentication

Role Overview

As a Senior Customer Service Representative – Lending Services, you will be the voice of brighthush, ensuring that every customer interaction is handled with empathy, accuracy, and efficiency. Your responsibilities will span from resolving complex inquiries to coaching junior team members, all while maintaining high standards of documentation and compliance.

Key Responsibilities

• Customer Inquiry Resolution: Handle inbound and outbound calls, emails, and chat inquiries related to loan applications, account status, and product information. Provide clear, concise, and accurate responses while adhering to company policies.
• Documentation & Compliance: Log all customer interactions in the CRM system, ensuring data integrity and compliance with regulatory requirements. Update customer records promptly and flag any discrepancies for follow‑up.
• Team Coaching & Mentorship: Share best practices with junior representatives, conduct training sessions on product knowledge, and provide constructive feedback to improve service quality.
• Process Improvement: Identify recurring issues or bottlenecks in the customer journey and collaborate with cross‑functional teams to implement solutions that enhance efficiency and satisfaction.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Shift Flexibility: Work scheduled shifts that may include weekends, ensuring coverage for high‑volume periods and maintaining service continuity.

Essential Qualifications

• Minimum of 1 year of experience in a customer service or call center environment, preferably within the financial services or lending sector.
• Strong verbal and written communication skills in English.
• Proficiency with CRM platforms and Microsoft Office Suite.
• Ability to work independently from a dedicated remote workspace with high‑speed wired internet.
• Eligibility to work in the United States without sponsorship.
• Comfortable using authentication tools such as PingID for secure access.

Preferred Qualifications

• Experience with loan origination systems or financial product support.
• Knowledge of regulatory compliance standards (e.g., FDIC, CFPB, GDPR).
• Previous coaching or supervisory experience.
• Multilingual capabilities to serve a diverse customer base.
• Data‑driven mindset with the ability to analyze metrics and recommend improvements.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Thrive in a fast‑changing environment and handle multiple priorities simultaneously.
• Collaboration: Work cross‑functionally with product, compliance, and technical teams.
• Attention to Detail: Maintain accuracy in documentation and data entry.
• Time Management: Prioritize tasks to meet deadlines and performance targets.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to a range of learning resources, including:

• Online training modules covering product knowledge, compliance, and soft skills.
• Mentorship programs pairing you with senior leaders in the organization.
• Annual tuition reimbursement for courses related to finance, customer experience, or leadership.
• Internal mobility pathways to roles in product management, operations, or analytics.

Our performance review process is transparent and data‑driven, ensuring that high performers receive recognition, promotions, and increased responsibilities.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and work‑life balance. As a remote employee, you will enjoy:

• Flexible scheduling to accommodate personal commitments.
• Regular virtual team huddles and social events to foster connection.
• A collaborative platform that encourages idea sharing and cross‑departmental projects.
• Access to wellness programs, mental health resources, and a supportive HR team.

We celebrate diversity and are committed to creating an environment where every voice is heard and valued.

Compensation & Benefits

In addition to a competitive base salary, brighthush offers a comprehensive benefits package designed to support your well‑being and future:

• 401(k) Matching: 100% match up to 4% of your salary.
• Paid Time Off: Generous PTO policy with additional holidays for remote employees.
• Parental Leave: Paid maternity and paternity leave, plus adoption support.
• Health & Wellness: Full medical, dental, and vision coverage, plus a wellness stipend.
• Professional Development: Tuition reimbursement up to $5,000 per year and access to industry conferences.
• Employee Assistance Program (EAP) and mental health resources.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a remote setting, and want to grow your career in the lending services sector, we encourage you to apply today. Join brighthush and help us redefine the future of financial services.

Ready to take the next step? Submit your application through our career portal and become part of a team that values innovation, integrity, and impact.