Senior Customer Success & Claims Support Specialist – Professional Liability & Client Experience Champion – Driving Growth, Retention, and Exceptional Service in the Insurance Industry at brighthush

Welcome to brighthush – Where Customer Success Meets Innovation

At brighthush, we are more than an insurance intermediary; we are a catalyst for change in a rapidly evolving industry. With a portfolio that exceeds $18 billion in premium, we specialize in niche coverage for complex and hard‑to‑place risks, empowering carriers, brokers, and clients to navigate uncertainty with confidence. Our blend of deep industry expertise, cutting‑edge technology, and a relentless focus on client experience sets us apart as a global platform that connects the world of insurance in a way that is both seamless and transformative.

Why brighthush?

Our culture is built on the pillars of meritocracy, collaboration, and continuous improvement. We champion self‑starters who are passionate about delivering the best outcomes for our clients, and we foster an entrepreneurial spirit that thrives on operational excellence. At brighthush, ideas flourish, collaboration is the norm, and every teammate’s voice matters. We are committed to:

• Innovation: Leveraging technology to streamline processes and elevate the client journey.
• Integrity: Acting with honesty and transparency in every interaction.
• Excellence: Setting high standards and continuously exceeding them.
• Inclusivity: Celebrating diverse perspectives and fostering an environment where everyone feels valued.
• Growth: Encouraging curiosity, learning, and personal development.
• Impact: Delivering tangible value to our clients and partners.

Role Overview

As a Senior Customer Success & Claims Support Specialist – Professional Liability Expert at brighthush, you will be the frontline advocate for our insureds and carriers. Your primary mission is to answer inquiries, resolve issues, and maintain the highest level of client satisfaction across multiple communication channels—phone, email, fax, and mail. You will be the guardian of our reputation for exceptional service and a key driver of client retention.

Key Responsibilities

• Client Interaction: Deliver outstanding customer service via phone, email, and other channels, addressing questions about coverage, claims, billing, and policy changes.
• Documentation & Record‑Keeping: Maintain detailed, accurate notes in our administration system, capturing call summaries, policy updates, and follow‑up actions to support future interactions.
• Process Management: Assist with the processing of client requests received through mail, fax, and email, ensuring timely and accurate handling.
• Data Integrity: Update and maintain customer records, ensuring that all information is current and compliant with regulatory standards.
• Transaction Analysis: Review new business and policy transactions, identify discrepancies, and correct errors to keep company records accurate.
• Form Handling: Mail and route specified forms for processing, ensuring that all documentation reaches the appropriate departments without delay.
• Retention Support: Contribute to business retention efforts by proactively addressing client concerns and providing solutions that reinforce loyalty.
• Collaboration: Work closely with underwriting, claims, and billing teams to resolve complex issues and streamline processes.
• Continuous Improvement: Identify opportunities to enhance service delivery and recommend process improvements to senior leadership.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of customer service experience in the insurance or financial services industry.
• Strong verbal and written communication skills, with the ability to explain complex coverage details in a clear, concise manner.
• Proficiency with CRM and administrative systems; experience with policy management software is a plus.
• Excellent problem‑solving skills and a keen eye for detail.
• Ability to manage multiple tasks simultaneously while maintaining a high level of accuracy.
• Demonstrated commitment to customer satisfaction and a proactive, solution‑oriented mindset.
• Comfortable working in a fast‑paced, high‑volume environment.

Preferred Qualifications

• Experience in professional liability or commercial insurance products.
• Knowledge of regulatory requirements and compliance standards in the insurance sector.
• Familiarity with claims processing and billing procedures.
• Previous exposure to a global or multi‑regional client base.
• Advanced proficiency in Microsoft Office Suite and data entry tools.
• Experience working in a high‑volume, fast‑paced environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting client relationships.
• Analytical Thinking: Ability to assess information, identify issues, and recommend effective solutions.
• Attention to Detail: Meticulous record‑keeping and data accuracy.
• Adaptability: Comfortable navigating changing priorities and evolving processes.
• Team Collaboration: Willingness to work cross‑functionally and share knowledge to achieve common goals.
• Time Management: Efficiently prioritizing tasks to meet deadlines in a dynamic environment.
• Technology Savvy: Comfortable learning new software tools and staying current with industry technology trends.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Success & Claims Support Specialist, you will have access to:

• Structured mentorship programs pairing you with seasoned leaders in underwriting, claims, and product development.
• Regular training sessions on emerging insurance products, regulatory changes, and advanced customer service techniques.
• Cross‑departmental projects that allow you to broaden your skill set and gain exposure to different facets of the business.
• Clear career pathways that can lead to roles such as Claims Manager, Client Success Lead, or Product Specialist.
• Opportunities to contribute to innovation initiatives, such as developing new digital tools for client engagement.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy environment where every team member is encouraged to bring their authentic self to work. Our culture is built on:

• Open Communication: Transparent decision‑making and regular feedback loops.
• Flexibility: Flexible work arrangements, including remote options and flexible hours to support work‑life balance.
• Recognition: Celebrating achievements through peer recognition programs and company‑wide shout‑outs.
• Community Engagement: Volunteer opportunities and partnerships with local charities to give back to the communities we serve.
• Health & Wellness: Comprehensive wellness programs, including mental health resources, fitness subsidies, and healthy snack options.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to client satisfaction metrics and retention goals.
• Health, dental, and vision insurance plans with generous coverage options.
• Retirement savings plan with company matching contributions.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development budget for certifications, conferences, and courses.
• Employee assistance program and mental health resources.
• Employee discounts on company products and partner services.

How to Apply

If you are a dedicated, customer‑focused professional who thrives in a fast‑paced environment and is eager to make a tangible impact on client success, we want to hear from you. Bring your expertise in professional liability and claims support, and help us elevate the standard of service in the insurance industry.

Ready to take the next step in your career?