Senior Remote Insurance Customer Service Specialist – Champion of Policy Management, Billing Excellence, and Client Satisfaction at brighthush

About brighthush

brighthush is more than a technology‑driven insurance provider; it is a movement that is redefining how people protect what matters most. By marrying cutting‑edge AI, data analytics, and a customer‑first philosophy, we deliver a seamless, personalized experience that spans the entire policy lifecycle—from the first quote to the final claim settlement. Our mission is simple yet powerful: to make insurance simple, transparent, and accessible for everyone, everywhere.

Founded on the belief that insurance should empower rather than perplex, brighthush has evolved from a nimble startup into a national leader in digital insurance solutions. We partner with top carriers, continuously iterate on our platform, and leverage predictive analytics to anticipate customer needs. Whether you’re a first‑time policyholder or a seasoned business owner, our goal is to provide clarity, confidence, and peace of mind.

Why Join brighthush?

When you become part of brighthush, you step into a dynamic, growth‑oriented environment that values collaboration, continuous learning, and empowerment. We believe every team member shapes the future of insurance, and we provide the tools, resources, and support you need to thrive in a fast‑moving industry.

Here’s what makes brighthush a truly unique place to work:

• Remote‑First Culture: Work from anywhere with a reliable internet connection. We trust you to manage your schedule while delivering world‑class service.
• Innovation at Scale: Join a team that is constantly experimenting with new technologies—chatbots, predictive analytics, and automated workflows—to improve the customer journey.
• Impactful Work: Every call you handle, every policy you update, directly influences how our customers feel about insurance. Your work matters.
• Career Acceleration: With clear career ladders, mentorship programs, and a culture that rewards initiative, you can move from specialist to leader in record time.
• Diversity & Inclusion: We celebrate differences and foster an environment where every voice is heard and valued.

Role Overview

As a Senior Remote Insurance Customer Service Specialist, you will be the frontline advocate for our customers, ensuring their experience is smooth, informed, and positive. You will work closely with cross‑functional teams—underwriting, claims, billing, and product development—to deliver a holistic service experience that reflects brighthush’s high standards.

In this role, you will:

• Serve as the primary point of contact for policyholders seeking assistance.
• Leverage your deep knowledge of insurance products to guide customers through complex decisions.
• Maintain meticulous records in our CRM, ensuring data integrity and compliance.
• Act as a catalyst for continuous improvement by sharing insights and best practices.

Key Responsibilities

Your day‑to‑day tasks will include, but are not limited to:

• Deliver Outstanding Customer Service: Handle inbound calls, emails, and chat inquiries with professionalism, empathy, and efficiency, ensuring every interaction reflects brighthush’s commitment to excellence.
• Policy Servicing & Billing Support: Assist customers with policy updates, renewals, billing inquiries, and general questions, ensuring accurate and timely resolution.
• Product Knowledge & Education: Explain insurance products, coverage options, and policy details to customers within the scope of a non‑licensed representative, helping them make informed decisions.
• Accurate Documentation: Record all customer interactions in our CRM system, maintaining detailed, up‑to‑date records that support quality assurance and compliance.
• Problem Resolution: Research and resolve customer concerns, escalating complex issues when necessary, while maintaining a positive customer experience.
• Multi‑System Navigation: Efficiently access and update customer information across multiple platforms, ensuring data integrity and swift transaction completion.
• Performance Excellence: Meet or exceed key performance indicators, including quality scores, productivity metrics, attendance, and customer satisfaction targets.
• Continuous Improvement: Participate in regular process reviews, share best practices, and contribute to the development of new scripts and knowledge base articles.
• Team Collaboration: Work closely with peers and cross‑functional teams to resolve complex cases and improve service delivery.
• Compliance & Risk Management: Adhere to all regulatory requirements and internal policies, ensuring that every interaction is compliant and secure.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a call center or insurance environment.
• Strong verbal communication skills with a clear, friendly, and professional tone.
• Proficiency in using computer systems, CRM software, and Microsoft Office Suite.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Commitment to accuracy, attention to detail, and a strong sense of accountability.
• Availability to work scheduled shifts, including evenings, weekends, and occasional holidays.
• Self‑motivation and a proactive approach to problem‑solving.

Preferred Qualifications

• Experience in the insurance industry or with policy servicing.
• Knowledge of insurance terminology, coverage types, and billing processes.
• Previous exposure to call center metrics such as AHT (Average Handle Time) and CSAT (Customer Satisfaction).
• Basic understanding of compliance and regulatory requirements in the insurance sector.
• Experience with remote work tools and virtual collaboration platforms.
• Familiarity with data analytics tools or dashboards.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers and a genuine desire to solve problems.
• Communication: Clear, concise, and persuasive verbal communication, with strong listening skills.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously.
• Adaptability: Ability to adjust to changing priorities, new processes, and evolving technology.
• Team Collaboration: Willingness to work closely with peers, supervisors, and cross‑functional teams.
• Time Management: Efficiently manage call volume while maintaining high quality and accuracy.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Attention to Detail: Meticulous record‑keeping and data entry to ensure compliance and accuracy.
• Resilience: Ability to handle high‑volume, high‑stress situations with composure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Specialist, you’ll have the chance to:

• Advance to senior support roles or team lead positions.
• Transition into specialized insurance roles such as underwriting support, claims processing, or sales.
• Participate in ongoing training programs, including product knowledge, compliance, and soft‑skill development.
• Earn certifications that enhance your professional profile and marketability.
• Benefit from mentorship and coaching from experienced leaders in the industry.
• Attend annual conferences and workshops to stay ahead of industry trends.
• Leverage brighthush’s internal mobility program to explore roles across different departments.
• Take advantage of our “Learning & Development” stipend for courses, certifications, and conferences.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative workplace. Our remote‑first approach offers flexibility, while our virtual team events and quarterly in‑person gatherings in Coppell, TX, strengthen camaraderie and shared purpose. We celebrate diversity, encourage open communication, and reward initiative and creativity. Every team member is empowered to bring their authentic self to work, and we provide the tools and support to turn ideas into action.

Key cultural pillars:

• Transparency: Open communication channels and regular town‑hall meetings.
• Continuous Learning: Access to a library of e‑learning courses and live workshops.
• Well‑Being: Virtual fitness classes, mental health resources, and flexible scheduling.
• Recognition: Peer‑to‑peer shoutouts, quarterly awards, and milestone celebrations.
• Community Impact: Volunteer opportunities and corporate social responsibility initiatives.

Compensation & Benefits

We offer a competitive hourly rate of $18.00 per hour, with potential for overtime and performance bonuses. In addition to base pay, you’ll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision coverage.
• Critical illness, accident, and hospital plans.
• 401(k) retirement plan with pre‑tax and Roth options.
• Life insurance (voluntary and AD&D) for employees and dependents.
• Short‑ and long‑term disability coverage.
• Health Spending Account (HSA) to offset medical expenses.
• Transportation benefits and flexible work arrangements.
• Employee Assistance Program for personal and professional support.
• Paid time off (PTO), vacation, and sick leave.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to join a forward‑thinking team that values your expertise and dedication? Click the link below to submit your application and take the first step toward an exciting career with brighthush.

Apply to This Job

Frequently Asked Questions

• What does a typical day look like? You’ll handle a mix of inbound and outbound interactions, update policy records, collaborate with cross‑functional teams, and participate in continuous improvement initiatives.
• Is prior insurance experience required? While it’s preferred, we also welcome candidates with strong customer service skills who are eager to learn about insurance.
• What training will I receive? We provide a structured onboarding program, ongoing product training, and access to a library of learning resources.
• Can I work from any location? Yes, as long as you have a reliable internet connection and a quiet workspace.
• What growth opportunities exist? You can advance to senior specialist, team lead, or transition into underwriting, claims, or sales roles.

Closing

At brighthush, we’re redefining the insurance experience—one customer at a time. If you’re passionate about delivering exceptional service, eager to grow professionally, and ready to make a real impact, we want to hear from you. Join us and help shape the future of insurance while building a rewarding career.