Customer Support Specialist – Bilingual English/Spanish

This is a fully remote position, open to applicants in Alabama, +22 more states.

📋 Description

• Manage a significant volume of incoming and outgoing calls from members.

• Address member inquiries via emails, messages, and service requests.

• Greet new members and outline the financial coaching services available to them.

• Assess members’ financial requirements, objectives, and their reasons for reaching out to MSA.

• Connect members with suitable financial coaches, services, or resources.

• Organize, reschedule, and oversee coaching appointments.

• Assist with callback and call-queue operations.

• Conduct follow-up and engagement calls to members.

• Provide support for registration, access, scheduling, and general service inquiries.

• Keep precise member records, call notes, appointment details, and documentation.

• Collaborate with financial coaches and internal teams for effective member transitions.

• Resolve standard member inquiries and service concerns, escalating them when necessary.

• Safeguard member privacy and confidentiality.

• Fulfill contact center standards for availability, productivity, quality, accuracy, attendance, and service.

• Engage in training, coaching, team meetings, and initiatives for quality improvement.

⛳️ Requirements

• High school diploma or equivalent qualification.

• At least 2 years of experience in customer service, member services, call center/contact center roles, scheduling, customer success, or a similar position.

• Proficient in both written and spoken English and Spanish.

• Excellent verbal communication and active listening abilities.

• Capability to handle a high volume of incoming and outgoing calls, emails, and messages.

• Strong customer service orientation, with patience, empathy, and professionalism.

• Exceptional organizational, time management, and follow-through skills.

• Keen attention to detail and accurate data entry capabilities.

• Proficient in navigating multiple systems and applications.

• Comfortable using CRM, scheduling tools, phone, email, and contact center technology.

• Quick learner of new systems, processes, and procedures.

• Ability to work independently in a remote setting.

• Competent in managing confidential and sensitive member information appropriately.

🏝️ Benefits

• Engaging work that supports members in need of financial assistance.

• A mission-driven organization dedicated to enhancing financial confidence.

• Opportunities for professional growth and advancement.

• Fully remote work arrangement.