Senior Personal Lines Customer Service Specialist – Master of Client Relations, Policy Administration, Quote Generation, Cross‑Selling, Hybrid Leadership, and Strategic Account Management – Propel Client Success at brighthush

Welcome to brighthush – Where People Come First

In today’s fast‑evolving personal insurance landscape, the real differentiator isn’t the policy itself but the trust, empathy, and expertise we bring to every client interaction. At brighthush, we’re redefining personal lines coverage by putting people, not paperwork, at the heart of everything we do. Our mission is simple: empower families and individuals with protection that feels as personal as a conversation with a trusted friend. We achieve this by marrying cutting‑edge data analytics, AI‑powered tools, and a culture of empathy to deliver coverage that is accurate, timely, and genuinely reassuring.

About brighthush

brighthush is more than an insurance provider – it’s a movement. We combine deep industry expertise with a customer‑centric philosophy, offering a full suite of personal lines products—including auto, home, renters, and umbrella policies—backed by a culture of integrity, innovation, and continuous improvement. Our technology stack, powered by data analytics and AI, enables agents to deliver quick, accurate quotes and proactive service. We celebrate diversity, encourage collaboration, and invest heavily in employee growth through mentorship, training, and access to industry‑leading tools.

Why brighthush is the Right Fit for You

As a Senior Personal Lines Customer Service Specialist, you’ll be at the frontline of client advocacy. You’ll not only manage policy details and generate quotes, but you’ll also shape the future of how personal insurance is delivered. If you thrive in a fast‑paced, data‑driven environment and love turning one‑time customers into lifelong partners, brighthush offers the platform, the people, and the purpose to make a lasting impact.

Your Impact as a Senior Personal Lines Customer Service Specialist

In this role, you’ll be the trusted voice that guides clients through every step of their insurance journey. Your expertise will help clients protect what matters most while driving growth for brighthush through cross‑sell opportunities and high‑quality service. You’ll collaborate with underwriting, claims, and billing teams to resolve issues swiftly, ensuring a seamless experience that keeps clients coming back.

Key Responsibilities

• Client Interaction & Relationship Management: Respond promptly to inbound calls, emails, and mail inquiries regarding policy changes, coverage questions, and renewal processes. Build rapport and trust, turning one‑time customers into long‑term partners.
• Quote & Rate Management: Generate accurate quotes for new clients, renewals, and cross‑sell opportunities using our proprietary EPIC platform. Leverage data insights to recommend the best coverage mix.
• Policy Administration & Compliance: Maintain meticulous records of policy details, endorsements, and billing information. Ensure all transactions are fully documented, auditable, and compliant with regulatory requirements.
• Cross‑Sell Strategy: Identify opportunities to introduce complementary products such as umbrella or identity‑theft protection based on client risk profiles. Drive revenue growth while enhancing client protection.
• Issue Resolution & Escalation: Act as the first point of contact for policy disputes, billing discrepancies, and claim inquiries. Escalate only when necessary, ensuring swift resolution.
• Continuous Improvement & Process Optimization: Participate in training sessions, provide feedback on process enhancements, and help refine workflows to improve client satisfaction and operational efficiency.
• Data Analysis & Reporting: Use analytics tools to track key performance indicators, identify trends, and recommend actionable insights that drive business decisions.
• Team Collaboration & Leadership: Mentor junior agents, share best practices, and collaborate with underwriting, claims, and billing teams to resolve client issues efficiently.
• Cross‑Functional Projects: Join cross‑departmental initiatives to refine product offerings, streamline workflows, and enhance the overall client experience.

Essential Qualifications

• Property and Casualty license (state‑specific) – a must for all candidates.
• Minimum of 3 years’ experience in personal lines insurance within an independent agency setting.
• Proficiency with the Applied EPIC system – at least 1 year of hands‑on experience.
• Strong command of Microsoft Office Suite (Excel, Word, Outlook) and related productivity tools.
• Excellent verbal and written communication skills, with a professional demeanor across all channels.
• Demonstrated ability to manage multiple priorities in a fast‑paced environment.
• High level of integrity and a commitment to ethical client service.

Preferred Qualifications

• Experience with additional insurance software platforms (e.g., Agency Management Systems).
• Background in cross‑selling or upselling additional coverage lines.
• Prior exposure to a hybrid or remote work model.
• Advanced Excel skills (pivot tables, macros, data analysis).
• Knowledge of state‑specific insurance regulations and compliance standards.
• Experience in a high‑volume call center or customer service environment.

Skills & Competencies

Success at brighthush requires a blend of technical know‑how and soft‑skill mastery:

• Customer‑Centric Mindset: A genuine desire to help clients protect what matters most.
• Analytical Thinking: Ability to interpret policy details and pricing structures quickly.
• Problem‑Solving: Creative solutions to complex client questions or policy issues.
• Attention to Detail: Precision in data entry, documentation, and compliance.
• Team Player: Willingness to collaborate across departments and share best practices.
• Adaptability: Comfortable navigating evolving technology and industry trends.
• Time Management: Efficiently balancing inbound inquiries, quote generation, and administrative tasks.
• Digital Literacy: Proficiency with CRM systems, data analytics tools, and virtual communication platforms.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a long‑term partner. Your career path can evolve in several exciting directions:

• Senior Agent / Team Lead: Lead a group of agents, mentor new hires, and shape client‑service strategies.
• Underwriting Associate: Transition into underwriting to gain deeper insight into risk assessment and policy pricing.
• Claims Specialist: Leverage your client‑service experience to handle claims inquiries and resolution.
• Product Development: Contribute to the creation of new insurance products tailored to emerging market needs.
• Leadership Development Programs: Participate in structured training that prepares you for executive roles.
• Analytics & Data Science: Join our data team to uncover insights that drive product innovation and customer satisfaction.

We also provide ongoing professional development through paid licensing fees, continuing education courses, and access to industry conferences. Our goal is to ensure you stay at the forefront of the insurance landscape.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, collaboration, and innovation. Key highlights include:

• Hybrid Flexibility: Work from our Holmen, WI office or from home, with a flexible schedule that supports work‑life balance.
• Inclusive Community: A diverse team that celebrates different perspectives and fosters a welcoming environment.
• Employee Recognition: Regular shout‑outs, awards, and team celebrations for outstanding performance.
• Health & Wellness: Comprehensive health, dental, vision, and disability coverage, plus wellness programs and resources.
• Team Building: Quarterly retreats, volunteer days, and social events that strengthen bonds and morale.
• Innovation Labs: Dedicated spaces where employees can experiment with new tools, processes, and ideas.
• Mentorship Programs: Pairing seasoned professionals with newer hires to accelerate learning and integration.

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 will receive:

• 401(k) retirement plan with company match.
• Health, dental, and vision insurance.
• Long‑term and short‑term disability coverage.
• Group life insurance.
• Paid time off (PTO) and paid holidays.
• Section 125 Flexible Spending Account for medical and dependent care.
• Paid licensing fees and continuing education support.
• Performance‑based bonuses and incentive programs.
• Employee assistance program (EAP) and mental health resources.
• Wellness stipend for gym memberships, meditation apps, or other health initiatives.

How to Apply

Ready to join a team that values your expertise and invests in your growth? Submit your application through the brighthush careers portal. We’re excited to learn how your experience and passion for customer service can help us continue to deliver outstanding personal lines coverage to our clients.

Thank you for considering brighthush as your next career destination. We look forward to welcoming you to our dynamic, client‑focused family.