Senior Customer Service Specialist – Policy Management, Client Relations, and Carrier Coordination for Homeowners at brighthush

About brighthush

At brighthush, we are redefining the insurance experience by blending cutting‑edge technology with a heartfelt commitment to our clients. Our mission is simple: empower homeowners to protect what matters most while delivering unparalleled service and support. With a culture rooted in transparency, collaboration, and continuous learning, brighthush has become a trusted partner for thousands of policyholders across the country.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re shaping the future of insurance customer service. We offer:

• Competitive base salary plus performance‑based bonuses
• Comprehensive health, dental, and vision plans
• Flexible work‑from‑home options with a fully equipped home office stipend
• Unlimited paid time off and a generous parental leave policy
• Professional development budget and access to industry certifications
• Annual wellness retreats and team‑building events
• Inclusive, supportive, and diverse workplace culture

Position Overview

As a Customer Service Specialist at brighthush, you will be the frontline advocate for our homeowners. You will manage policy servicing, coordinate with carriers, and ensure every client receives timely, accurate, and friendly support. Your role is pivotal 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 and phone. 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.
• Documentation & Compliance: Prepare, submit, and track certificate of insurance requests and other carrier documentation to ensure all records are up‑to‑date and compliant.
• 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 sales opportunities and complex policy questions, escalating 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.

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., Salesforce, HubSpot) 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 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

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, Microsoft Teams)
• Open‑door leadership style and transparent communication
• Inclusive policies that celebrate diversity and promote belonging
• Community outreach initiatives and volunteer opportunities

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
• 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

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, your curiosity, and your 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.