Overview
This full-time, salaried exempt role is fully remote and supports clients through personalized, compassionate financial coaching. You will manage a portfolio of clients, build trusted relationships, and help working families improve their financial well-being.
This position is open to candidates who reside in the contiguous United States and in a location where the organization is authorized to employ. The schedule for current client needs is 10:00 a.m.–6:30 p.m. PT.
Before working with clients independently, you will complete an approximately six-week training and onboarding program, with dedicated support throughout.
Responsibilities
- Engage with clients by phone, chat, and email to understand goals, motivations, and barriers to financial progress.
- Support clients through financial crises—including eviction, housing or food insecurity, and unexpected income loss—by providing compassionate guidance and connecting them with appropriate resources.
- Evaluate each client’s broader financial picture and use critical-thinking and problem-solving skills to deliver relevant financial education and coaching.
- Research company-approved financial resources and options to help clients understand how those resources may support budgeting, cash management, debt reduction, savings, and other financial goals.
- Help clients create practical action plans for immediate needs and longer-term financial well-being.
- Serve as a trusted accountability partner throughout the client relationship.
Requirements
- A genuine desire to reduce financial stress and improve the financial health of working families.
- Experience in a customer- or client-facing role, with demonstrated examples of improving a client’s situation.
- An empathetic, nonjudgmental approach to serving others.
- Strong communication skills and the ability to build trust remotely through phone, chat, and email.
- Critical-thinking skills, including the ability to collect, synthesize, interpret, and evaluate information.
- Comfort using technology, including Google Workspace, Chrome, Slack, and similar platforms.
- Ability to maintain appropriate professional boundaries while supporting clients through difficult circumstances.
- A growth-oriented mindset and the ability to seek out and quickly apply new information in a changing environment.
- Ability to connect what’s said with what may be left unsaid, and make complex information easier to understand.
- Ability to work effectively in a fast-paced environment with evolving priorities and expectations.
Remote Work Environment and Availability Requirements
During scheduled working hours (outside of approved breaks, leave, or accommodations), employees in this role are expected to:
- Work at a computer and respond promptly to real-time client and team communications.
- Participate actively in scheduled virtual meetings, with camera and audio available when reasonably required for business purposes.
- Maintain a professional and secure remote-work environment that protects client confidentiality and minimizes avoidable disruptions.
- Arrange personal responsibilities so they do not materially interfere with essential duties during scheduled working hours.
- Maintain reliable and punctual attendance for the full scheduled workday.
- Be logged in, prepared to work, and available at the beginning of the scheduled workday and remain actively engaged through the scheduled end time (schedules are subject to change with reasonable notice based on business and client needs).
- Maintain access to secure, reliable high-speed internet at the designated home workspace that meets the organization’s technical and security requirements.
Before working with clients independently, you must successfully complete the organization’s approximately six-week training and onboarding program. Being on time, participating fully, and completing all required activities and assessments are important parts of the program. Failure to complete core requirements may impact continued ability to work in the role or continued employment.
Preferred Qualifications
- Experience in banking, financial planning, credit counseling, or another financial-services environment is preferred but not required.
Equal Opportunity and Accommodations
The organization is an equal opportunity employer committed to creating an inclusive workplace. Employment decisions are made without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.