[Hiring] Customer Support Specialist @My Secure Advantage

Role Description

This Customer Support Specialist, referred to as a 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.

• Serve as a primary point of contact for members through inbound and outbound phone calls, email, and other communication channels.
• 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.

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.
• 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 quickly.
• Ability to work independently in a remote environment while remaining engaged and accountable to the team.
• Ability to appropriately handle confidential and sensitive member information.

Requirements

• 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.

Benefits

• Meaningful work that impacts members' financial experiences.
• A mission-driven organization focused on financial wellbeing.
• Opportunities for growth within the organization.
• Fully remote position designed to support members through phone and digital communication channels.

Company Description

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.