Senior Insurance Claims & Policy Support Specialist – Remote Customer Experience Leader at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we are redefining the way brands connect with their customers. Our mission is to transform every interaction into a memorable, empathetic experience that fuels loyalty and drives growth. As a global pioneer in customer experience technology, we empower brands across industries with data‑driven insights, artificial intelligence, and human‑centric design. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your contributions matter and your growth is supported every step of the way.

Why brighthush is the Ideal Place for Your Next Career Move

• Global Impact – Partner with leading brands in insurance, retail, finance, and more, shaping the future of customer experience on a worldwide stage.
• Inclusive Culture – Celebrate diversity, foster belonging, and empower every voice to be heard.
• Career Growth – Structured learning paths, mentorship, and performance‑based advancement opportunities keep you moving forward.
• Remote Flexibility – Work from home with a fully supported home‑office setup, high‑speed internet, and a quiet workspace.
• Competitive Compensation – Base wage starting at $17.50 per hour, plus performance bonuses and a comprehensive benefits package.

Position Overview

As a Senior Insurance Claims & Policy Support Specialist at brighthush, you will be the frontline advocate for our insurance clients’ customers. Your role involves resolving complex inquiries, providing expert product knowledge, and ensuring every interaction leaves a lasting positive impression. You’ll operate remotely, supported by a global team of curious, lifelong learners who share a commitment to excellence and empathy.

Key Responsibilities

• Handle inbound calls and digital communications from customers and members regarding account information, member profiles, coverage details, and service‑related inquiries.
• Conduct thorough research to deliver accurate, timely solutions to customer issues.
• Escalate and resolve complex or high‑priority cases with a calm, solution‑focused approach.
• Document all interactions in our CRM system, ensuring data integrity and compliance with industry regulations.
• Collaborate with cross‑functional teams (claims, underwriting, technical support) to streamline issue resolution.
• Participate in ongoing training sessions, webinars, and coaching programs to stay current on product updates and best practices.
• Contribute to continuous improvement initiatives by sharing insights and feedback on customer experience processes.
• Act as a mentor to junior agents, sharing knowledge and fostering a culture of learning.
• Monitor and analyze performance metrics to identify trends, gaps, and opportunities for improvement.
• Advocate for customers within the organization, ensuring their voices influence product and service enhancements.

Essential Qualifications

• Minimum of 6 months of customer service experience, preferably in insurance or a related field.
• High school diploma or equivalent; additional certifications in customer service or insurance are a plus.
• Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Proficiency with computers, including CRM systems, Microsoft Office Suite, and web‑based collaboration tools.
• Reliable high‑speed internet connection (minimum 25 Mbps) and a hard‑wired connection to your home router.
• Quiet, private workspace free from background noise to maintain call quality and confidentiality.
• Demonstrated empathy, patience, and a genuine desire to help others.
• Self‑motivated with strong time‑management skills and the ability to work independently.

Preferred Qualifications

• Experience with insurance products, policies, and claims processes.
• Knowledge of data privacy regulations (e.g., GDPR, HIPAA) and compliance standards.
• Previous remote work experience with a proven track record of self‑management and accountability.
• Multilingual abilities – proficiency in Spanish, French, or other languages is highly valued.
• Experience using AI‑powered tools or chat‑bot platforms to enhance customer interactions.
• Background in data analysis or reporting to support continuous improvement initiatives.

Skills & Competencies

• Customer‑centric mindset with a focus on delivering exceptional service.
• Problem‑solving aptitude and analytical thinking.
• Strong organizational skills and attention to detail.
• Adaptability to changing priorities and fast‑paced environments.
• Team collaboration and cross‑functional communication.
• Resilience under pressure and a positive attitude.
• Technical proficiency with CRM platforms, data entry, and basic troubleshooting.
• Ability to learn quickly and apply new knowledge in real‑time scenarios.

Technology & Tools You’ll Use

At brighthush, we equip our agents with cutting‑edge technology to streamline work and enhance customer interactions:

• Advanced CRM system with real‑time analytics and reporting.
• AI‑driven chat‑bot and virtual assistant tools for quick issue resolution.
• Secure video conferencing and collaboration platforms for internal and client meetings.
• Cloud‑based knowledge base and self‑service portals for customers.
• Data security protocols and encryption to protect sensitive information.

Learning & Development

Continuous learning fuels innovation and personal growth at brighthush. Your training journey will include:

• Instructor‑led online sessions with live video and audio, fostering real‑time interaction with trainers and peers.
• Individualized coaching to refine your skills and set career goals.
• Access to thousands of free courses covering technical, soft‑skill, and industry‑specific topics.
• Regular performance reviews and feedback loops to track progress and identify growth opportunities.
• Participation in cross‑departmental projects to broaden your skill set.
• Annual “Innovation Challenge” where agents propose and pilot new customer experience initiatives.

Career Path & Growth Opportunities

brighthush offers a clear trajectory for career advancement. Starting as a Customer Service Representative, you can progress to:

• Senior Customer Service Representative – leading complex cases and mentoring newer agents.
• Team Lead – managing a small group of representatives and driving team performance.
• Customer Experience Manager – overseeing broader customer journey initiatives and strategy.
• Specialist roles in claims, underwriting, or product development for those seeking a deeper dive into insurance.
• Regional or Global Customer Experience Lead – shaping strategy across multiple markets.

We also support lateral moves across departments, allowing you to explore new areas of interest while leveraging your customer‑service foundation.

Work Environment & Culture

brighthush’s remote model is built on trust, flexibility, and collaboration. You’ll enjoy:

• Fully equipped home‑office stipend to ensure a productive workspace.
• Regular virtual team gatherings, game rooms, and wellness challenges.
• Inclusive events celebrating cultural diversity and community service.
• A transparent, values‑driven leadership style that encourages open dialogue.
• Access to a global network of peers and mentors across the organization.
• Flexible scheduling to accommodate different time zones and personal commitments.

Compensation & Benefits

We offer a competitive package designed to reward your hard work and dedication:

• Base wage starting at $17.50 per hour.
• Performance‑based bonus opportunities tied to individual and team metrics.
• Paid time off (PTO), sick days, and holiday schedule.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Tuition reimbursement for approved courses and certifications.
• Wellness incentives, including gym memberships and mental health resources.
• Employee referral program with rewards for successful hires.
• Flexible spending accounts and prescription drug coverage.
• Merchandise discounts and access to a virtual game room.
• Annual company‑wide retreat (virtual or in‑person) to celebrate achievements.

Eligibility & Remote Residency

brighthush is open to candidates residing in the United States. We have a preferred list of 37 states for remote work, and we consider applicants from Colorado, Massachusetts, Maryland, Minnesota, New Jersey, New York, Oregon, Washington, and Washington, D.C. on a special business need basis. Applicants from Alaska, California, Hawaii, Illinois, Montana, and outside the U.S. are currently not eligible.

How to Apply

Ready to bring humanity to business and join a team that values your expertise? Click the link below to submit your application and start your journey with brighthush.

Explore brighthush Benefits & Apply Now

Join brighthush Today

At brighthush, you’ll be part of a global family that thrives on curiosity, empathy, and innovation. Your role as a Senior Insurance Claims & Policy Support Specialist will not only help customers navigate their insurance needs but also shape the future of customer experience. If you’re passionate about delivering exceptional service, eager to grow, and ready to work in a supportive, inclusive environment, we want to hear from you.

Apply today and become a vital part of brighthush’s mission to bring humanity to every interaction.