Lead Financial Success Coordinator (FSC)

My Secure Advantage

We exist to equip and empower people to take charge of their financial future. 

About us

MSA is the national leader in financial well-being services. We are a small but strong company with a rockstar 35+ year track record of providing transformational financial coaching to employees of companies like T-Mobile, Nissan, Adobe, and over seventy of the Fortune 100. On average we see our members: 

• Crush $4,928 in debt
• Boost credit scores by 54pts
• Add $6,328 in emergency savings accounts
• Swell retirement savings by more than 4.4% per year
• Rescue $890 in monthly discretionary income

We serve a wide range of corporations and organizations across both the public and private sectors. We are currently looking to expand our pool support team members, with a particular need for individuals who have prior military experience or a strong background in supporting military service members and their families. Being part of MSA’s mission gives you an opportunity to showcase your talents and create something truly meaningful. 

About the role

This is a unique opportunity for someone who thrives on helping others succeed—not just our members, but the teammates you’ll support every day. You will help build and maintain team excellence, drive continuous improvement, and embody the core values that make our FSC team strong.

Are you ready to take the next step in your career and lead a high-performing, compassionate, and mission-driven team? As a Lead Financial Success Coordinator (Lead FSC), you will help members identify the most pressing financial concerns, explore best resources & services, quickly and accurately capture key information, and schedule member consultations with our licensed financial counselors, as well as guide, mentor, and support a team of Financial Success Coordinators in delivering an exceptional first impression to our members as they begin their journey toward financial wellness. In addition to your own direct member engagement responsibilities, you will provide oversight, ensure quality, and contribute to team development.

So - think you might be ready to empower someone to take charge of their financial future?

About the role
Lead FSCs are both hands-on contributors and inspirational team leads. In this dual-impact role, you will:

• Support new and existing FSCs with training, coaching, and quality feedback
• Monitor call quality, service levels, and team performance metrics
• Serve as the first point of escalation for complex calls or concerns
• Maintain a high standard of service through peer audits, coaching sessions, and process refinement
• Collaborate with supervisors and cross-functional teams to improve workflows and ensure team alignment
• Schedule and lead regular team huddles to reinforce goals, share insights, and boost morale
• Demonstrate exemplary service standards in your own FSC duties: engaging members, identifying financial needs, providing clarity, and connecting them with licensed counselors

What you bring to the table 

• A calm, confident presence with the ability to inspire and guide others
• Proven ability to create a supportive, respectful, and high-accountability team environment
• Excellent judgment and decision-making skills
• You excel at simplifying concepts like eligibility and benefits, and have the ability to provide constructive coaching and mentorship
• Strong understanding of FSC tools, processes, and expectations, including but not limited to leading others to voice their most pressing concerns, quickly and accurately capture key data, and are skilled at navigating calendar scheduling
• A passion for improving team outcomes and delivering high-quality member support
• You are fluent in English and Spanish (preferred)

We’d love it if you have the following:

• A 2-year college degree or equivalent work experience
• 3+ years of customer service or call center experience, with at least 1 year in a leadership, training, or mentorship role
• Demonstrated experience coaching or mentoring peers with a passion for assisting people in need; flexible, empathetic, and an excellent team worker with the ability to de-escalate difficult situations
• Excellent verbal and written communication skills, including documentation and reporting
• A strong sense of empathy, integrity, and team spirit
• Familiarity with metrics, KPIs, and service-level goals
• Ability to multitask and adapt to changing priorities
• Previous military service or experience working with military populations a plus
• Excellent computer skills, including typing ability of 35 - 40 wpm minimum
• U.S. Citizenship (due to contract requirements)
• Flexible and available to work a 5-days a week, varied schedule, from Monday to Saturday between 4:00 am and 7:00 pm PT - Saturday availability may be reduced and rotating. 

Here’s what we offer our team members 

• A 100% remote, work-from-home opportunity
• Pay starting at $22 - $24/hr 
• Free access to our transformational MSA Financial Coaching
• Bonus opportunities available
• Medical, Dental, Vision, Life, 401(k) benefits
• Paid Vacation and Sick Time
• Career development and internal promotion paths
• Thriving and supportive remote work culture

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Additional Acknowledgments and Agreements

In exchange for the consideration of my job application by My Secure Advantage, Inc. (hereinafter called “the Company”), I agree that:

• Neither the acceptance of this application nor the subsequent entry into any type of employment relationship, either in the position applied for or any other position, and regardless of the contents of employee handbooks, personnel manuals, benefit plans, policy statements and the like as they may exist from time to time, or other Company practices, shall serve to create an actual or implied contract of employment, or to confer any right to remain an employee of My Secure Advantage Inc., or otherwise to change in any respect the employment-at-will relationship, and that the relationship cannot be altered except by a written instrument signed by the Owner/Managing Member of the Company. Both the applicant/hired employee and My Secure Advantage, Inc. may end the employment relationship at any time, without specified notice or reason. If employed, I understand that the Company may unilaterally change or revise their benefits, policies and procedures and such changes may include reduction in benefits.
• I certify that I, the applicant, have personally completed this application. I authorize investigation of all statements contained in this application and on my resumé. I understand that the misrepresentation or omission of facts related to previous employment history, self-employment history, possible conflicts of interest, litigation, cease and desist orders, other legal actions by or against me, or any other potentially relevant information which might prove relevant to a hiring decision is cause for dismissal at any time without any previous notice. This applies both now, and in the case that I become employed by My Secure Advantage, Inc. I hereby give the Company permission to thoroughly investigate my references, work record, education, and other matters relating to my suitability for employment and, further, and hereby release the Company, my former employers and all other persons, corporations, partnerships and associations from any and all claims, demands, or liabilities arising out of or in any way related to such investigation or disclosure.
• I understand that, in connection with the routine processing of my employment application, the Company will require me to submit to a drug test.
• I understand that, in connection with the routine processing of my employment application, the Company will require me to pass a standard background check. 
• I further understand that my employment with the Company shall start with an introductory period of approximately ninety (90) days and further that at any time during the introductory period or thereafter, my employment relationship with the Company is terminable at will for any reason by either party.

My Secure Advantage, Inc. is an equal employment opportunity employer.  We promote a drug free work environment. We adhere to a policy of making employment decisions without regard to race, color, religion, gender, sexual orientation, national origin, citizenship, age or disability. We assure you that your opportunity for employment with My Secure Advantage, Inc. depends solely on your qualifications.