Senior Personal Lines Customer Service Agent – Client Relations & Cross‑Selling Expert – Champion Retention, Policy Excellence, and Growth at brighthush

Welcome to brighthush – Where Personal Lines Insurance Meets Unmatched Customer Care

In an era where uncertainty is the only constant, brighthush stands out as a beacon of reliability, innovation, and customer devotion in the personal lines insurance arena. We’re not just a company; we’re a movement that safeguards families, homeowners, and drivers by delivering peace of mind through integrity, cutting‑edge solutions, and a customer‑centric philosophy that turns every interaction into a lasting partnership. At brighthush, curiosity is celebrated, performance is rewarded, and every team member is empowered to shape the future of protection.

About brighthush

Founded on the belief that insurance should be more than a policy—it should be a promise—brighthush has evolved from a local agency into a national leader in personal lines coverage. Our portfolio spans homeowners, auto, renters, and life insurance, all designed to adapt to the evolving needs of our clients. We fuse deep industry expertise with advanced technology, creating a seamless experience that feels personal yet scalable. Our culture is built on transparency, collaboration, and a relentless focus on customer satisfaction. Whether you’re in the office, at home, or on the road, you’ll find a supportive environment that values your voice and rewards your dedication.

Why This Role is a Game‑Changer

The Senior Personal Lines Customer Service Agent is the linchpin of our client experience. You will be the trusted advisor who guides policyholders through every stage of their insurance journey—from the first quote to renewal and beyond. Your expertise directly influences retention, uncovers cross‑sell opportunities, and reinforces brighthush’s reputation as a dependable partner in protection. In this role, you’ll have the chance to make a tangible impact on the lives of our customers while advancing your own career.

Key Responsibilities

Client Engagement & Relationship Building

• Serve a diverse portfolio of personal lines accounts and respond promptly to inquiries about policy changes, coverage updates, and claims.
• Build trust by listening actively, empathizing with client concerns, and providing clear, actionable guidance.
• Maintain a high level of customer satisfaction by ensuring every interaction reflects brighthush’s values of integrity and professionalism.
• Proactively identify potential issues before they become problems, ensuring a smooth and positive experience for every client.
• Document all client interactions in the brighthush system, ensuring accurate and up‑to‑date records for future reference.

Quote & Rate Management

• Generate accurate quotes for new clients using the brighthush platform and industry best practices.
• Manage renewals efficiently, ensuring timely delivery of policy documents and renewal notices.
• Identify cross‑sell opportunities for additional coverage products and present them in a consultative manner.
• Analyze market trends and competitor offerings to keep our pricing competitive and attractive.
• Collaborate with underwriting to adjust rates and coverage based on client risk profiles.

Policy Administration & Compliance

• Process policy changes, endorsements, and cancellations with meticulous attention to detail.
• Enter and update client information in the brighthush system, ensuring data integrity and compliance with regulatory standards.
• Stay current on state and federal regulations, ensuring all client interactions meet legal and ethical standards.
• Collaborate with compliance teams to audit processes and implement continuous improvement initiatives.
• Maintain knowledge of licensing requirements and complete required continuing education.

Team Collaboration & Continuous Improvement

• Work closely with underwriting, claims, and marketing teams to resolve client issues and support business initiatives.
• Participate in training sessions, share best practices, and contribute to process enhancements that elevate service quality.
• Monitor key metrics such as call resolution time, cross‑sell conversion rates, and customer satisfaction scores, and report findings to leadership.
• Lead or support cross‑functional projects that drive operational efficiency and customer experience.
• Mentor junior agents, sharing insights and fostering a culture of continuous learning.

Essential Qualifications

• Active Property & Casualty license (state of Wisconsin or equivalent).
• Minimum of 3 years’ experience in personal lines insurance within an independent agency setting.
• Proficiency with brighthush or similar policy administration platforms.
• Strong command of the brighthush suite—Excel, Word, Outlook—plus familiarity with data entry and reporting tools.
• Excellent verbal and written communication skills, with a proven ability to explain complex insurance concepts in simple terms.
• High level of professionalism, empathy, and customer‑service orientation.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
• Demonstrated ability to meet or exceed performance targets in a sales‑driven environment.

Preferred Qualifications

• Experience with cross‑selling strategies and a track record of meeting or exceeding sales targets.
• Knowledge of state and federal insurance regulations, including licensing and compliance requirements.
• Familiarity with CRM systems beyond brighthush, such as Salesforce or HubSpot.
• Background in a hybrid or remote work environment, demonstrating strong time‑management and self‑discipline.
• Additional certifications (e.g., CPCU, AIC) are a plus.
• Experience in a high‑volume call center or customer‑service role, with a proven track record of maintaining quality while handling volume.

Skills & Competencies

• Client‑Focused Mindset: Ability to anticipate client needs and provide proactive solutions.
• Analytical Thinking: Strong problem‑solving skills to assess coverage gaps and recommend appropriate products.
• Adaptability: Comfortable navigating changing policies, technology updates, and evolving client expectations.
• Team Player: Collaborative spirit, open to feedback, and supportive of cross‑functional initiatives.
• Integrity: Commitment to ethical practices, confidentiality, and regulatory compliance.
• Time Management: Ability to prioritize tasks, meet deadlines, and maintain high productivity.
• Technology Proficiency: Comfortable with multiple software platforms, quick to learn new tools.
• Communication Skills: Clear, concise, and persuasive in both written and verbal interactions.

Career Growth & Learning Opportunities

At brighthush, professional development is a partnership. As a Senior Personal Lines Customer Service Agent, you’ll have access to:

• Structured onboarding program with mentorship from senior agents.
• Ongoing training modules covering product updates, regulatory changes, and advanced sales techniques.
• Paid licensing fees and continuing education support to keep your credentials current.
• Clear advancement pathways to roles such as Senior Agent, Team Lead, Product Specialist, or Manager.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the insurance business.
• Leadership development workshops and coaching sessions to refine your managerial and strategic thinking.
• Annual performance reviews with personalized development plans and goal setting.

Work Environment & Culture

brighthush thrives on a hybrid model that blends the energy of a collaborative office with the flexibility of remote work. Your primary base will be in Sparta, WI, but you’ll enjoy the freedom to work from home on a schedule that supports work‑life balance. Our culture is defined by:

• Transparent communication and open‑door leadership.
• Recognition programs that celebrate achievements and milestones.
• Community outreach initiatives that allow employees to give back.
• Regular team‑building events, both virtual and in‑person.
• Inclusive environment that values diverse perspectives and fosters belonging.
• Commitment to sustainability and responsible business practices.

Compensation & Benefits

We offer a competitive hourly rate ranging from $22.00 to $30.00, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Comprehensive health, dental, and vision insurance plans.
• Long‑term and short‑term disability coverage.
• Group life insurance.
• 401(k) retirement plan with company match.
• Paid time off (PTO) plus paid holidays.
• Section 125 Flexible Spending Account for health and dependent care expenses.
• Paid licensing fees and continuing education support.
• Work‑from‑home stipend to help set up a productive home office.
• Employee assistance program (EAP) for mental health and well‑being.
• Annual wellness stipend and on‑site fitness resources.

How to Apply

If you’re a dedicated, client‑centric professional ready to make a tangible impact in the personal lines insurance space, we’d love to hear from you. Submit your application through our careers portal and join a team that values your expertise, supports your growth, and rewards your commitment to excellence.

Join brighthush Today

Become part of a forward‑thinking organization that places people first—both our clients and our employees. At brighthush, you’ll find a workplace where your voice matters, your career can flourish, and your contributions directly enhance the lives of those we serve. Apply now and help us protect what matters most.