Financial Success Coordinator II – Bilingual

This is a fully remote position, open to applicants in Alabama, +16 more states.

📋 Description

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

• Address member emails, messages, and service inquiries promptly.

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

• Assess members' financial needs, objectives, and their reasons for reaching out to MSA.

• Connect members with the relevant financial coaches, services, or resources.

• Organize, reschedule, and oversee coaching appointments.

• Assist with callback and call-queue procedures.

• Perform outbound follow-up and engagement calls.

• Help with registration, access, scheduling, and inquiries regarding MSA services and digital resources.

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

• Collaborate with financial coaches and internal teams to ensure smooth transitions.

• Address routine member inquiries and service challenges, escalating issues when necessary.

• Safeguard member privacy and confidentiality at all times.

• Achieve contact center benchmarks for availability, productivity, quality, accuracy, attendance, and member service.

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

⛳️ Requirements

• High school diploma or its equivalent is required.

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

• Proficiency in both English and Spanish, written and spoken.

• Excellent verbal communication and active listening abilities.

• Capability to handle a substantial volume of incoming and outgoing calls, emails, and messages while ensuring professionalism and accuracy.

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

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

• Keen attention to detail and precise data entry skills.

• Proficient in navigating multiple systems and applications while engaging with members.

• Comfortable utilizing CRM, scheduling, phone, email, and various contact center technologies.

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

• Ability to work independently in a remote setting while staying engaged and accountable to the team.

• Capable of handling confidential and sensitive member information appropriately.

• Candidates must reside in an MSA eligible state: AL, AZ, CA, FL, GA, ID, IL, KS, MA, MN, MO, NC, NY, OK, SC, TN, TX, or VA.

🏝️ Benefits

• Fully remote working opportunity.

• Potential for growth and advancement within the organization.

• Continuous training, coaching, team meetings, and quality improvement initiatives.

• Fulfilling work that supports members' financial wellbeing.

• Mission-driven organization.

• Inclusive workplace culture.

• Equal opportunity employer.