Financial Success Coordinator II - Bilingual

Financial Success Coordinator

Department: Financial Coaching

Location: Remote (U.S.)

Reports to: Manager, Financial Coaching

Compensation: $18 per hour

About My Secure Advantage

My Secure Advantage (MSA) is a financial wellbeing company on a mission to move people from financially concerned to financially confident. For more than 25 years, we've partnered with employers, financial advisors, and other organizations to bring financial coaching, education, and real tools to the people they serve.

Every member's journey starts with a first step — and more often than not, that step runs through a Financial Success Coordinator. Before anyone reaches a coach, someone has to welcome them, understand what they need, and make sure they actually get there. That someone is you.

About the Role

We pair members with expert financial coaches — but coaching only works if the right member reaches the right coach at the right moment, and keeps coming back. That's the seat this posting is for.

You'll own the member's path into coaching: welcoming new members, matching them with the coach who fits, keeping sessions on the calendar, and making sure no one slips through the cracks between appointments. When you do this well, coaches get to focus on coaching, members feel cared for from the very first hello, and more people reach the financial confidence they came to us for. Your work is the difference between a program that runs and one that stalls.

This is a contact center role at its core. You'll serve as a primary point of contact in a high-volume environment — answering inbound calls, making outbound calls, and responding to member emails and messages throughout the day. You'll move efficiently between interactions while making each member feel heard and supported.

If you enjoy a fast-moving environment, talking with people throughout the day, solving problems in real time, and taking ownership rather than simply passing issues along, you'll fit right in.

What You'll Own

• The conversations. Inbound and outbound calls plus member emails and messages, handled throughout the day in a high-volume environment — moving quickly between interactions while keeping quality and accuracy high.

• Intake. The first impression — welcoming new members, setting clear expectations, and handing coaches the context they need to be effective from minute one.

• The match. Pairing each member with the coach best suited to their goals, life stage, and financial concerns.

• The calendar. Scheduling that keeps sessions flowing, balancing coach capacity against member demand so wait times stay short.

• Follow-through. Catching lapses early and re-engaging members before momentum fades, so no-shows and drop-off stay low.

• The handoffs. Being the reliable point of contact across members, coaches, and teams like Education and Retention, so the whole thing feels like one program instead of a relay race.

• The records. Accurate member records, session notes, and engagement data — plus the reports that show leadership how the program is doing.

What You'll Bring

• 2+ years in a coordination, customer success, scheduling, or member services role

• Bilingual — fluent in English and Spanish, spoken and written

• Exceptional organization and follow-through — you juggle many people and deadlines without dropping one

• Warm, clear communication across phone, email, and chat, so members feel cared for from the first interaction

• Comfort handling a high volume of inbound and outbound phone calls, emails, and messages throughout the workday while maintaining quality and accuracy

• Comfort in CRM, scheduling, and reporting tools, with accurate data-entry habits and the ability to learn new systems fast

• A genuine service orientation and the patience to keep the experience warm even when the logistics are messy

• High school diploma required

Nice to have:

• Experience working in a contact center, call center, customer service, or other high-volume, member-facing environment

• Associate's or bachelor's degree in business, communications, finance, or a related field

• Experience in financial services, wellness, healthcare, or another mission-driven setting

Why Join MSA

Work that reaches real people. You're the first friendly face members meet, and the reason the help they signed up for actually gets to them. That's not a small thing — it's where the whole journey begins.

A mission that isn't decorative. We help people move from financially stressed to financially confident. You'd be doing that work for the company that does that work.

Room to grow. Our Financial Success Coordination function has real tiers and paths — do this well and there's a track ahead of you, not a ceiling.

Remote flexibility. A fully remote role with a schedule built around getting the work done and taking care of members.

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

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.