My Secure Advantage®

Financial Planning and Analysis

• Handle a high volume of inbound and outbound member calls
• Respond to member emails, messages, and service requests
• Welcome new members and explain available financial coaching services
• Identify members' financial needs, goals, and reasons for contacting MSA
• Connect members with appropriate financial coaches, services, or resources
• Schedule, reschedule, and manage coaching appointments
• Support callback and call-queue processes
• Conduct outbound follow-up and engagement calls
• Assist with registration, access, scheduling, and questions about MSA services and digital resources
• Maintain accurate member records, call notes, appointment information, and documentation
• Coordinate with financial coaches and internal teams to ensure effective handoffs
• Resolve routine member questions and service issues, escalating when appropriate
• Protect member privacy and confidentiality
• Meet contact center expectations for availability, productivity, quality, accuracy, attendance, and member service
• Participate in training, coaching, team meetings, and quality-improvement initiatives

Financial Success Coordinator II – Bilingual

Coach

• Provide full-spectrum financial counseling and education
• Coach members on budgeting, debt, credit, homebuying, student loans, and related financial topics
• Put anxious members at ease over the phone and during video sessions
• Build vibrant and encouraging relationships with members
• Lead clients to invest in an ongoing financial coaching relationship
• Make financial concepts easy to understand
• Research complex issues to develop innovative strategies
• Take detailed notes while multitasking in a fast-paced environment
• Inspire behaviors and financial habits that support members' long-term financial well-being
• Participate in comprehensive training and continuous professional development

Money Coach

• Conduct 30-minute one-on-one virtual coaching sessions with members
• Cover financial topics including budgeting, debt reduction, credit management, retirement planning, investment education, insurance basics, and home buying
• Provide unbiased financial education; no financial products are sold or pushed
• Tailor each session to the member's goals, situation, and starting point
• Briefly document topics covered after each session
• Maintain member confidentiality at all times

PT Financial Coach – Contractor

• Conduct 30-minute one-on-one virtual coaching sessions with members
• Cover financial topics including budgeting, debt reduction, credit management, retirement planning, investment education, insurance basics, and home buying
• Provide unbiased financial education; MSA sells no financial products and neither does the coach in this role
• Tailor each session to the member's goals, situation, and starting point
• Briefly document topics covered after each session
• Maintain member confidentiality at all times
• Choose coaching topics aligned with strongest expertise and set availability

• Conduct 30-minute one-on-one virtual coaching sessions with members
• Cover financial topics including budgeting, debt reduction, credit management, retirement planning, investment education, insurance basics, and home buying
• Provide unbiased financial education; neither MSA nor the coach sells financial products in this role
• Tailor each session to the member's goals, situation, and starting point
• Briefly document topics covered after each session
• Maintain member confidentiality at all times
• Choose coaching topics based on areas of strongest expertise and set availability around personal schedule