Senior Defined Contribution Customer Solutions Specialist – Virtual – Empowering Retirement Success at brighthush – Expert Advisor for Retirement Plan Participants

About brighthush

brighthush is not just a company; it’s a movement dedicated to transforming the way people experience retirement. With a global footprint spanning more than 30 countries, we bring together health, wealth, wellbeing, navigation, and absence management into one seamless ecosystem. Our mission is simple yet profound: empower every employee, regardless of where they work, to build a healthier, more financially secure future.

We are proud to be recognized as a “Best Company to Work For” by Fortune and a multiple‑award winner for “Great Place to Work.” Our culture is built on purpose, humanity, unity, and a relentless drive for growth. We celebrate diversity, champion inclusion, and invest heavily in continuous learning. Whether you’re a seasoned professional or just starting your career, brighthush offers a collaborative, flexible environment where you can thrive.

Why This Role Matters

The Senior Defined Contribution Customer Solutions Specialist – Virtual is the linchpin between complex retirement plan mechanics and the everyday needs of plan participants. In a world where retirement planning can feel overwhelming, you will be the trusted advisor who demystifies investment options, payment methods, and plan rules. Your guidance will transform uncertainty into clarity, enabling participants to make confident, informed decisions about their financial future.

As a senior specialist, you will mentor junior team members, shape best practices, and influence the evolution of our customer experience strategy. Your expertise will directly impact the satisfaction scores of millions of participants worldwide.

Key Responsibilities

• Customer Engagement: Handle inbound calls with professionalism, empathy, and a deep understanding of retirement plan intricacies.
• Financial Education: Provide clear, concise explanations of investment options, payment methods, and plan rules tailored to each participant’s unique situation.
• Guidance & Support: Offer actionable advice on tools and services that align with participants’ goals, ensuring they make informed decisions.
• Issue Resolution: Independently troubleshoot and research complex queries, developing effective solutions that adhere to plan policies.
• Transactional Processing: Accurately process participant requests, ensuring compliance with regulatory and internal standards.
• Data‑Driven Insight: Use data to assess participant needs, persuade and influence decisions, and continuously improve service quality.
• Collaboration: Work closely with cross‑functional teams—plan administrators, compliance, and technology—to deliver a seamless participant experience.
• Process Improvement: Identify recurring pain points, propose enhancements, and pilot new workflows to elevate the overall service experience.
• Mentorship: Coach junior specialists, share knowledge, and foster a culture of continuous learning within the team.

Essential Qualifications

• Current FINRA SIE certification with the ability to obtain FINRA Series 6 and 63 licenses within six months of hire.
• Hands‑on experience with Defined Contribution or Qualified Plans, preferably in a customer‑service or financial‑services setting.
• Strong analytical and problem‑solving skills, with a proven track record of troubleshooting technical issues.
• Exceptional attention to detail and a commitment to accuracy and accountability.
• Ability to thrive in high‑pressure, seasonal environments while maintaining composure and professionalism.
• Excellent communication skills—both verbal and written—paired with active listening and probing techniques.
• Resilience and confidence in handling challenging interactions, turning them into positive outcomes.
• Proficiency in using CRM systems, data analytics tools, and retirement plan technology platforms.

Preferred Qualifications

• Prior experience in a virtual or remote customer‑support role.
• Knowledge of retirement plan technology platforms (e.g., e‑plan portals, investment dashboards).
• Experience with data analytics tools or CRM systems.
• Multilingual capabilities to serve a diverse participant base.
• Experience in coaching or leading a team of customer‑service professionals.

Skills & Competencies

• Financial Literacy: Deep understanding of retirement plan structures, investment vehicles, and regulatory requirements.
• Communication: Ability to translate complex financial concepts into plain language.
• Customer‑Centric Mindset: Passion for helping others achieve their financial goals.
• Problem Solving: Creative, analytical approach to resolving issues quickly and effectively.
• Technology Proficiency: Comfortable navigating multiple software platforms and learning new tools.
• Adaptability: Thrives in a dynamic, fast‑paced environment with evolving priorities.
• Team Collaboration: Works well with cross‑functional teams to deliver holistic solutions.
• Leadership: Ability to mentor, influence, and inspire peers and junior staff.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared journey. As a Senior Specialist, you will have access to:

• Structured onboarding that covers product knowledge, compliance, and customer‑experience best practices.
• Ongoing training modules on new plan features, regulatory updates, and advanced financial education.
• Mentorship programs pairing you with seasoned experts in retirement planning and client service.
• Clear career pathways—whether you aspire to become a Senior Specialist, Team Lead, or transition into product management, analytics, or compliance.
• Cross‑departmental projects that broaden your skill set and expose you to different facets of the organization.
• Leadership development workshops and access to industry conferences.

Work Environment & Culture

Our remote‑first approach means you can work from anywhere while staying connected to a vibrant, collaborative community. brighthush values:

• Flexibility: Flexible schedules that respect work‑life balance.
• Inclusivity: A culture that celebrates diverse perspectives and fosters belonging.
• Innovation: A forward‑thinking mindset that encourages experimentation and continuous improvement.
• Recognition: Regular shout‑outs, peer recognition, and performance rewards.
• Well‑being: Comprehensive wellness programs, mental health resources, and a supportive environment.
• Community: Virtual town halls, hackathons, and social events that keep the team connected.

Compensation & Benefits

While the base salary for this role ranges from $50,000 to $60,000 annually, brighthush offers a holistic rewards package that includes:

• Competitive base pay with performance‑based bonuses.
• Health, dental, and vision coverage effective from day one.
• Retirement plans with employer matching contributions.
• Generous paid time off, parental leave, and flexible vacation policies.
• Continuing education stipend and tuition reimbursement.
• Wellness incentives, gym memberships, and mental health support.
• Employee stock purchase plan and equity options for eligible roles.
• Technology stipend for home‑office setup.

How to Apply

Ready to make a tangible impact on people’s financial futures? Submit your application through our careers portal at careers.brighthush.com. We’re excited to learn how your expertise and passion align with our mission.

Our Commitment to Inclusion

At brighthush, diversity is not just a buzzword—it’s a core value. We actively foster an environment where every individual feels respected, valued, and empowered to bring their authentic selves to work. We welcome candidates from all backgrounds, including those with disabilities, veterans, and members of the LGBTQ+ community. If you require reasonable accommodations during the hiring process, please contact [email protected].

Equal Opportunity Employer

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We celebrate the unique perspectives that each team member brings and are committed to building a workforce that reflects the communities we serve.

Join Us

Be part of a company that is redefining retirement solutions, championing employee well‑being, and driving meaningful impact for millions of participants worldwide. If you’re ready to combine your financial expertise with a passion for customer service, brighthush invites you to apply today and help shape the future of retirement planning.