Senior Customer Service Specialist – Homeowners Policy Management, Client Relations & Carrier Coordination – Shape the Future of Insurance at brighthush

Welcome to brighthush – Where Innovation Meets Care

At brighthush, we’re not just another insurance provider; we’re a movement that reimagines how homeowners protect their most valuable assets. By fusing advanced technology, data‑driven insights, and a heartfelt commitment to service, we empower families across the nation to navigate the complexities of insurance with confidence and clarity. Our culture is built on transparency, collaboration, and continuous learning, ensuring every team member feels valued, challenged, and inspired.

Why Your Career Deserves a Brighthush Chapter

When you join brighthush, you’re stepping into a role that blends purpose with impact. We offer:

• Competitive base salary plus performance‑based bonuses tied to client satisfaction and retention metrics
• Comprehensive health, dental, and vision plans with flexible coverage options
• Fully remote work model with a home‑office stipend and equipment allowance
• Unlimited paid time off, generous parental leave, and a robust wellness program
• Dedicated professional development budget, industry certifications, and access to global conferences
• Annual wellness retreats, team‑building events, and community volunteer initiatives
• Inclusive, supportive, and diverse workplace culture that celebrates every voice

Position Overview

As a Senior Customer Service Specialist at brighthush, you will be the frontline advocate for our homeowners. Your expertise will guide policy servicing, carrier coordination, and client communication, ensuring every interaction reflects our commitment to excellence. You’ll play a pivotal role in maintaining client satisfaction, fostering loyalty, and driving the growth of our policy portfolio.

Key Responsibilities

• Client Communication Hub: Serve as the primary point of contact for existing policyholders via email, phone, and chat. Respond to inquiries, resolve issues, and provide clear guidance on policy details.
• Policy Servicing & Administration: Process coverage increase requests, beneficiary changes, and other policy modifications with precision and speed, ensuring accuracy in every transaction.
• Documentation & Compliance: Prepare, submit, and track certificates of insurance and other carrier documentation to maintain up‑to‑date records and regulatory compliance.
• New Client Onboarding: Set up new client records, send personalized welcome communications, and provide dedicated work numbers and email addresses for direct contact.
• Outbound Outreach: Conduct proactive outbound calls to follow up on missing documents, status updates, and to gather feedback on client satisfaction.
• Carrier Coordination: Liaise with insurance carriers on pending requests, policy changes, and claim inquiries, ensuring seamless communication and timely resolution.
• Escalation Management: Identify complex policy questions or sales opportunities and elevate them to the broker or appropriate specialist for advanced handling.
• Client Advocacy: Provide friendly, professional support to homeowners, understanding their unique needs and ensuring they feel valued and heard.
• Data Integrity & Reporting: Maintain accurate client data, generate regular reports on service metrics, and identify trends for continuous improvement.
• Process Improvement: Collaborate with cross‑functional teams to refine workflows, reduce turnaround times, and enhance the overall client experience.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years experience in customer service, preferably within the insurance or financial services sector.
• Proficiency with CRM systems (e.g., brighthush, Salesforce) and Microsoft Office Suite.
• Strong written and verbal communication skills, with the ability to explain complex policy details in simple terms.
• Excellent organizational skills and meticulous attention to detail.
• Ability to multitask, prioritize, and meet deadlines in a fast‑paced environment.
• High level of professionalism, empathy, and a genuine desire to help clients.

Preferred Qualifications

• Experience with policy servicing software or carrier portals.
• Knowledge of homeowners insurance products and coverage options.
• Previous exposure to outbound sales or lead generation activities.
• Certification in Customer Service Excellence or related fields.
• Fluency in multiple languages (e.g., Spanish, French) is a plus.

Core Skills & Competencies

• Client‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving: Ability to analyze issues, identify root causes, and propose effective solutions.
• Technical Proficiency: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.
• Time Management: Efficiently manage a high volume of tasks while maintaining quality.
• Collaboration: Work seamlessly with brokers, carriers, and internal teams to achieve shared goals.
• Adaptability: Thrive in a dynamic environment with evolving processes and policies.

Career Growth & Development

At brighthush, we believe in nurturing talent from within. As a Senior Customer Service Specialist, you will have clear pathways to advance into:

• Senior Customer Service Representative
• Client Relationship Manager
• Policy Services Lead
• Insurance Product Specialist
• Operations Manager

We support your growth through:

• Regular performance reviews and personalized development plans.
• Access to industry conferences, webinars, and workshops.
• Mentorship programs pairing you with seasoned professionals.
• Internal job boards and cross‑departmental training opportunities.
• Leadership training and project management certifications.

Work Environment & Culture

brighthush thrives on a culture of innovation, respect, and collaboration. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Real‑time collaboration tools (Slack, Teams, Zoom).
• Open‑door leadership style and transparent communication.
• Inclusive policies that celebrate diversity and promote belonging.
• Community outreach initiatives and volunteer opportunities.

We also celebrate milestones with virtual celebrations, recognition programs, and a vibrant social calendar that keeps the team connected and energized.

Compensation & Perks

While specific figures vary based on experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to client satisfaction and retention metrics.
• Health, dental, and vision insurance packages with flexible coverage options.
• 401(k) plan with company match.
• Paid time off, sick leave, and flexible scheduling.
• Home office stipend and equipment allowance.
• Wellness programs, mental health resources, and employee assistance programs.
• Professional development budget and access to industry certifications.
• Annual wellness retreats and team‑building events.

Ready to Make an Impact?

If you are a dedicated, client‑focused professional who thrives in a fast‑paced, service‑oriented environment, brighthush invites you to join our mission of transforming the insurance experience. Bring your expertise, curiosity, and passion for helping homeowners protect what matters most.

Apply today and become part of a team that values innovation, integrity, and the power of exceptional customer service.