Bilingual Financial Support Specialist – Remote

My Secure Advantage; Florida; Remote; USD 20,000 - 29,000; Full time

Job summary

My Secure Advantage is seeking a Customer Support Specialist (Financial Success Coordinator) to serve as a primary contact for members seeking financial coaching and support. This remote, high-volume role requires inbound/outbound calls, emails, and multitasking across CRM and scheduling systems.

You will welcome members, assess their needs, connect them with the right financial coach, and schedule appointments while maintaining accurate documentation and ensuring privacy and service quality

Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of experience in customer service, member services, call center, scheduling, customer success, or related role.
• Fluent in English and Spanish, both written and verbal.

Responsibilities

• Handle a high volume of inbound and outbound member calls in a professional, friendly, and efficient manner.
• Respond to member emails, messages, and service requests throughout the workday.
• Welcome new members, explain available services, and help them understand what to expect from the financial coaching experience.
• Ask appropriate questions to understand the member's financial needs, goals, and reason for contacting MSA.
• Connect members with the appropriate financial coach, service, or resource based on their needs.
• Schedule, reschedule, and manage coaching appointments per established processes and standards.
• Support callback and call-queue processes for timely assistance.
• Conduct outbound follow-up and engagement calls when appropriate.
• Assist members with registration, access, scheduling, and general questions regarding MSA services and digital resources.
• Maintain accurate member records, call notes, and appointment information.
• Coordinate with coaches and internal teams to ensure effective handoffs.
• Resolve routine questions and issues, escalate when needed.
• Protect member privacy and follow company policies.
• Meet contact center expectations for availability, productivity, quality, and attendance.
• Participate in training and quality-improvement initiatives.

Skills

Bilingual English/Spanish

Customer service

Active listening

CRM software

Remote work capability

Education

High school diploma

Associate/Bachelor degree eligible

Tools

CRM software

Scheduling software

Contact center software

Job description

My Secure Advantage is seeking a Customer Support Specialist (Financial Success Coordinator) to serve as a primary contact for members seeking financial coaching and support. This remote, high-volume role requires inbound/outbound calls, emails, and multitasking across CRM and scheduling systems.

You will welcome members, assess their needs, connect them with the right financial coach, and schedule appointments while maintaining accurate documentation and ensuring privacy and service quality