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Welcome to brighthush – Where Innovation Meets Impact
At brighthush, we’re redefining the way people experience credit. By marrying cutting‑edge data science, artificial intelligence, and a steadfast commitment to regulatory excellence, we deliver responsible lending solutions that adapt to each customer’s unique financial journey. Our mission is simple yet powerful: to help individuals regain control of their finances while upholding the highest standards of integrity and transparency.
Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a platform where your expertise can shape the future of responsible finance. We’re a remote‑first, inclusive organization that values accountability, care, diligence, and collaboration. Every team member is empowered to make a difference, and every customer interaction is an opportunity to build trust and confidence.
Why Join brighthush? – A Career That Makes a Difference
• Impactful Work: Your daily interactions help customers rebuild financial stability and confidence.
• Remote Flexibility: Work from anywhere in Georgia while staying connected to a vibrant, global team.
• Clear Career Pathways: We invest in continuous learning, mentorship, and structured progression across collections, customer success, compliance, and product.
• Inclusive Culture: Diversity, equity, and inclusion are at the heart of everything we do, fostering an environment where every voice matters.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package that supports your well‑being.
Role Overview – Your Mission as a Customer Support & Credit Collections Specialist
As a Customer Support & Credit Collections Specialist at brighthush, you will be the frontline advocate for customers whose accounts are due or overdue. Your mission is to guide them toward sustainable repayment solutions, ensuring compliance with FCA guidelines and a positive customer experience. You will manage both inbound and outbound calls, record detailed notes, and collaborate closely with cross‑functional teams to reduce defaults and delinquency rates.
Key Responsibilities
• Handle inbound calls from customers across all recovery tranches with professionalism and empathy.
• Initiate outbound calls to discuss due and overdue accounts, offering affordable payment arrangements.
• Accurately document every customer interaction in the CRM system.
• Design and negotiate payment plans that align with customer affordability and regulatory standards.
• Drive measurable reductions in default and delinquency for assigned accounts.
• Build and maintain constructive relationships with customers and internal stakeholders.
• Ensure all outcomes comply with FCA regulations and benefit both the customer and brighthush.
• Meet or exceed department KPIs, SLAs, and quality assurance metrics.
• Collaborate effectively as part of a team while also thriving independently.
• Uphold high standards of performance and conduct, both personally and within the team.
• Support other departments to create a seamless customer journey.
• Provide actionable feedback to line managers on a regular basis.
• Participate in continuous improvement initiatives to refine collections processes.
• Maintain up‑to‑date knowledge of regulatory changes and best practices in credit collections.
• Engage in data‑driven analysis to identify trends, forecast outcomes, and recommend process enhancements.
• Act as a liaison between the collections team and product, ensuring that customer insights inform future product development.
• Champion a culture of empathy and respect, especially when dealing with vulnerable customers.
Essential Qualifications
• Minimum 1 year of experience in a customer‑centric environment.
• At least 1 year of experience in collections or recoveries.
• Background in the financial services industry.
• Familiarity with FCA guidelines and regulatory frameworks.
• Experience working with vulnerable customers.
• Results‑oriented mindset with a strong focus on customer satisfaction.
• Excellent verbal, written, and numerical communication skills.
• Strong team player with a collaborative spirit.
• High attention to detail and accuracy.
• Proficient listening and probing skills.
• Competent computer literacy and CRM proficiency.
• Ability to manage multiple priorities in a fast‑paced environment.
• Self‑motivated
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