Financial Services Specialist

Talentoma; New Mexico; Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Health coverage

Job summary

Talentoma is seeking a Financial Services Specialist to provide accurate answers and complete notes while assisting customers with questions on financial services, account activity, and service options. This fully remote role is based in New Mexico, USA, requiring a 40-hour weekly commitment and variable shifts.

You will collaborate with the support team, document interactions, and escalate complex cases as needed to ensure timely resolution and quality service.

Qualifications

• High school diploma or equivalent.
• 1–2 years of customer-facing financial services or similar experience.
• Familiar with Zoho CRM and Freshdesk.
• Ability to work remotely with reliable internet.

Responsibilities

• Answer customer questions about financial service information and account activity.
• Review details and provide next steps.
• Use Freshdesk to track tickets and Zoho CRM for customer history.
• Escalate complex questions to team lead.
• Close tickets with notes and follow-up.
• Maintain clear, professional communication.

Skills

Customer service

Attention to detail

Communication skills

Discretion

Judgment

Education

High school diploma

Tools

Zoho CRM

Freshdesk

Five9

Job description

Monthly Pay: $3,533 - $4,962 USD per month

Summary

Accurate answers, careful review, and complete notes are at the center of this role. The Financial Services Specialist directly handles customer questions about financial service information, account activity, service options, and request status, helping customers receive clear next steps. This role sits within the financial services support team and works under a customer service team lead. The specialist partners with customers, support team colleagues, and specialized operations contacts to resolve routine questions and route matters that need further review. This is a fully remote, work from home position based in New Mexico, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Receive customer questions through a queue, calls, emails, and service tickets, then identify the request type and appropriate next action.
• Review customer-provided details and available account information for completeness, consistency, and relevance before responding.
• Use a support platform such as Freshdesk to open, update, categorize, and track service tickets through resolution.
• Use a CRM such as Zoho CRM to review customer interaction history, capture accurate notes, and maintain current contact details.
• Provide clear, factual explanations of financial service information, standard service steps, and available self-service resources without offering individualized financial guidance.
• Use a contact-center phone system such as Five9 to manage inbound calls, confirm understanding, and summarize agreed next steps.
• Research routine status questions by comparing customer details with available system information and established service guidance.
• Follow up with customers when information is missing, a response is pending, or additional clarification is needed to continue the request.
• Escalate complex, sensitive, or unresolved questions to the customer service team lead or designated specialized operations contact with a concise summary.
• Close completed tickets with clear notes, confirm the outcome when appropriate, and identify related questions that may require separate follow-up.
• Meet quality expectations through accurate answers, timely turnaround, complete notes, appropriate follow-up, and thoughtful escalation.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of customer-facing financial services, administrative support, or related experience preferred.
• Knowledge of common financial service terminology, account activity, service request workflows, and customer support practices.
• Familiarity with a CRM such as Zoho CRM and a support platform such as Freshdesk preferred.
• Ability to use a contact-center phone system such as Five9 for professional inbound customer conversations.
• Skill in reviewing information carefully, comparing details across systems, and explaining service steps in plain language.
• Ability to maintain discretion when handling customer information and to use sound judgment when routing sensitive matters.
• Clear verbal and written communication skills for customers, team members, and specialized operations contacts.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a dedicated home workspace in New Mexico, United States.
• Structured onboarding and training on a CRM such as Zoho CRM, a support platform such as Freshdesk, and a contact-center phone system such as Five9.
• Regular check-ins with the customer service team lead to support priorities, learning, and consistent service practices.
• Experience that builds financial service knowledge, customer communication, service ticket handling, and issue evaluation skills.

Benefits

• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.