Senior Disability Customer Advocate – Claims Escalation & Experience Excellence

About brighthush

brighthush is a global leader in financial services, dedicated to empowering individuals and organizations through innovative insurance, annuity, and employee benefit solutions. With a presence in more than 40 markets worldwide, we are committed to creating a future where people can thrive with confidence, backed by technology, empathy, and a relentless focus on customer experience.

Why Join brighthush?

At brighthush, we believe that every interaction matters. Our Global Customer Service and Operations (GCSO) team is the heartbeat of our commitment to trust, empathy, and continuous improvement. As a Disability Customer Advocate, you will play a pivotal role in shaping the way millions of customers experience our services. Your work will directly influence policy, process, and people—making a real difference one conversation at a time.

Key Responsibilities

• Root Cause Analysis & Trend Identification: Conduct in-depth investigations into escalated claims, uncover underlying patterns, and collaborate with cross‑functional partners to implement sustainable solutions.
• Escalation Management: Own the full lifecycle of escalated inquiries—from initial receipt through resolution—across multiple channels including Account Management, Claims Operations, brokers, employers, and senior leadership.
• Data‑Driven Decision Making: Leverage escalation data, reporting tools, and the DCA database to surface risks, opportunities, and actionable insights.
• Process & Service Enhancement: Recommend and champion improvements in service delivery, communication, and operational processes based on data analysis and customer feedback.
• Stakeholder Collaboration: Partner with Legal, Disability Privacy Office, Account teams, Disability Operations, and Absence & Leave Consultants to resolve complex escalations while maintaining compliance and claim integrity.
• Customer Advocacy: Represent the customer’s voice in all interactions, balancing contractual, regulatory, and operational requirements.
• Continuous Improvement: Identify systemic issues, develop corrective action plans, and work with leadership to embed best practices across the organization.
• Coaching & Knowledge Sharing: Provide guidance and mentorship to operational partners on customer experience best practices.
• Reporting & Analytics: Track, analyze, and report escalation outcomes, trends, and key themes to senior leadership.
• Additional Duties: Perform related tasks as assigned to support the team’s success.

Essential Qualifications

• Minimum 3 years of experience in disability and/or leave management, covering Short‑Term Disability (STD), Long‑Term Disability (LTD), and Absence Management.
• Proven track record in handling escalated customer concerns and complex claim issues.
• Strong investigative, analytical, and problem‑solving skills.
• Excellent written and verbal communication, with the ability to influence stakeholders at all levels.
• Ability to manage competing priorities in a fast‑paced environment while maintaining high quality and attention to detail.
• Strategic thinking and sound judgment aligned with business objectives.
• Experience building and maintaining effective partnerships with internal and external stakeholders.
• Proficiency in using approved AI tools to support routine tasks such as drafting, summarizing, and organizing information.
• Demonstrated ability to influence outcomes and drive resolution across multiple business partners without direct authority.

Preferred Qualifications

• Advanced proficiency in Microsoft Excel, Word, and PowerPoint.
• Experience conducting root cause analyses and trend reporting.
• Ability to work independently and exercise sound judgment in decision‑making.
• Experience presenting findings, insights, and recommendations to leadership.
• Knowledge of disability, leave, and privacy regulations.
• Experience managing escalated customer issues within insurance, disability, or leave administration environments.

Skills & Competencies

• Customer‑centric mindset with a passion for advocacy.
• Analytical rigor and data‑driven decision making.
• Strong interpersonal and collaboration skills.
• Adaptability and resilience in a dynamic environment.
• Project management and organizational excellence.
• Tech‑savvy with a willingness to embrace AI and automation.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured onboarding and mentorship programs.
• Continuous learning through internal courses, certifications, and external conferences.
• Clear career pathways within Customer Experience, Claims Operations, and Business Process Improvement.
• Opportunities to lead cross‑functional projects and influence company‑wide initiatives.
• Exposure to AI‑enabled tools and data analytics that shape the future of customer service.

Work Environment & Culture

brighthush fosters a culture of inclusion, collaboration, and innovation. Our values—Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead—guide every decision and interaction. You’ll work in a flexible, remote‑first environment that supports work‑life balance while encouraging teamwork through virtual huddles, knowledge‑sharing sessions, and community events.

Compensation & Benefits

We offer a competitive salary range of $49,100 – $72,000 per year, with potential for annual short‑term incentive compensation. In addition to base pay, you’ll enjoy:

• Comprehensive health coverage: medical, prescription, vision, and dental plans.
• Short‑ and long‑term disability insurance at no cost to you.
• Company‑paid life insurance and legal services.
• Retirement plan with employer matching and a fully funded pension.
• 401(k) with employer match.
• Paid time off, paid holidays, and volunteer time off.
• Parental leave and family support programs.
• Employee Assistance Program (EAP) and digital mental health resources.
• Tuition assistance and professional development stipends.
• Group discounts on voluntary insurance products, auto, home, pet, critical illness, hospital indemnity, and accident insurance.
• Access to wellness programs, fitness subsidies, and health coaching.

How to Apply

Ready to make a tangible impact on the lives of millions? Submit your application today and join a team that values your expertise, supports your growth, and celebrates your successes.

Apply to brighthush

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, national origin, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Accessibility & Accommodations

If you require accommodations due to a disability, please email us at [email protected]. Your information will be kept confidential and used solely to determine an appropriate accommodation for the application process.