Financial Success Coordinator II - Bilingual

My Secure Advantage; El Paso (TX); Remote; USD 20,000 - 29,000; Full time

Job summary

My Secure Advantage is seeking a Financial Success Coordinator who is fluent in English and Spanish to support members remotely across the United States. The role focuses on delivering a welcoming, efficient coaching experience via phone, email, and digital channels.

You will identify member needs, connect them with the appropriate coach, schedule appointments, and document interactions while maintaining privacy and high service standards.

Qualifications

• Must be fluent in English and Spanish, both written and verbal.
• Minimum of 2 years in customer service or related roles.
• Comfortable handling high volume calls and emails.
• Experience with CRM, scheduling, or contact center tools is a plus.

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 coaching experience.
• Schedule, reschedule, and manage coaching appointments.
• Maintain accurate member records, call notes, and appointment information.
• Coordinate with coaches and teams to ensure smooth handoffs and continuity of service.

Skills

Bilingual English/Spanish

Customer service

Strong communication

Active listening

Professional phone etiquette

Data entry

Education

High school diploma or equivalent

Job description

Financial Success Coordinator – Bilingual English/Spanish

Department: Financial CoachingLocation: Remote (U.S.)Reports to: Manager, Financial CoachingCompensation: $18 per hour

Please note this is a 100% remote position. 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, & VA

About My Secure Advantage

My Secure Advantage (MSA) is a financial wellbeing company with more than 25 years of experience helping people move from financially concerned to financially confident. We partner with employers and other organizations to provide financial coaching, education, and digital resources to the people they serve

Position Summary

The Financial Success Coordinator (FSC) is a member-facing contact center position responsible for providing a welcoming, efficient, and professional experience for members seeking financial coaching and support. As a Financial Success Coordinator, you will serve as a primary point of contact for members through inbound and outbound phone calls, email, and other communication channels. You will help members understand available services, identify their needs, connect them with the appropriate financial coach or resource, schedule appointments when applicable, and provide ongoing support throughout their experience with MSA. This is a high-volume, fast-paced contact center role requiring strong communication skills, attention to detail, accurate documentation, and the ability to move efficiently between member interactions while maintaining a high level of service

Essential Duties and 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 and actively listen 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 in accordance with established processes and service standards
• Support callback and call-queue processes to help members receive 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 and complete member records, call notes, appointment information, and other required documentation
• Coordinate with financial coaches and internal teams to ensure effective member handoffs and continuity of service
• Resolve routine member questions and service issues while taking ownership of the member experience and escalating issues when appropriate
• Protect member privacy and confidentiality and follow all applicable company policies and procedures
• Meet established contact center expectations for availability, productivity, quality, accuracy, attendance, and member service
• Participate in ongoing training, coaching, team meetings, and quality-improvement initiatives
• Perform other related duties as assigned

Required Qualifications

• High school diploma or equivalent
• Minimum of 2 years of experience in customer service, member services, call center/contact center, scheduling, customer success, or a related role
• Fluent in English and Spanish, both written and verbal
• Strong verbal communication and active-listening skills
• Comfortable spending a significant portion of the workday interacting with members by telephone
• Ability to manage a high volume of inbound and outbound calls, emails, and messages while maintaining professionalism and accuracy
• Strong customer-service orientation with the ability to demonstrate patience, empathy, and professionalism
• Excellent organizational, time-management, and follow-through skills
• Strong attention to detail and accurate data-entry skills
• Ability to navigate multiple systems and applications while communicating with members
• Comfortable using CRM, scheduling, phone, email, and other contact center technology
• Ability to learn new systems, processes, and procedures quicklyAbility to work independently in a remote environment while remaining engaged and accountable to the team
• Ability to appropriately handle confidential and sensitive member information

Preferred Qualifications

• Previous experience in a contact center or call center environment
• Experience working with performance expectations such as call quality, productivity, schedule adherence, customer satisfaction, or similar service metrics
• Experience with CRM, workforce scheduling, or contact center software
• Associate's or bachelor's degree in business, communications, finance, or a related field
• Experience in financial services, employee benefits, healthcare, wellness, or another service-oriented environment

What Success Looks Like

Successful Financial Success Coordinators provide members with a consistent, welcoming experience while working efficiently in a high-volume environment. They listen carefully, identify what the member needs, provide accurate information, and take ownership of getting the member to the appropriate next step. Success in this position also means maintaining accurate documentation, following established processes, meeting contact center performance expectations, and working collaboratively with coaches and other MSA teams to provide a seamless member experience

Why Join MSA

Meaningful work

You will often be one of the first people a member speaks with when seeking financial support. Your ability to listen, assist, and connect that member with the right resource can have a meaningful impact on their experience

A mission-driven organization

MSA helps people make wise decisions with money and build greater financial confidence

Opportunities for growth

The Financial Success Coordinator team provides opportunities to develop customer-service, operational, and financial-wellbeing knowledge and advance within the organization

Remote work

This is a fully remote position designed to support members through phone and digital communication channels

Equal Employment Opportunity

My Secure Advantage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees

Compensation

The posted pay range reflects the range MSA reasonably expects to pay for this position. Actual compensation will depend on experience, qualifications, and other job-related factors