Financial Services Agent (Mars Veterinary Health)

Mars Veterinary Health•Washington, DC

9d•$20 - $32•Remote

About The Position

The Financial Services Agent supports the Contact Center’s client financial engagement function by assisting pet owners with past-due balances, wellness plan payments, billing inquiries, and payment arrangements across multiple communication channels. The role combines compassionate client service with disciplined financial account management to help clients maintain access to care while supporting revenue recovery and retention goals. Working within the Client Care pod structure, the agent provides professional, compliant, and empathetic service during financially sensitive interactions. The position partners with Contact Center Operations, hospital teams, wellness plan support, and client care leadership to resolve payment issues, explain available options, and protect the client experience. This is a remote, full-time position. It requires a hardwired internet connection with a minimum speed of 85 Mbps and a quiet, dedicated workspace. Variable schedules, including evenings, weekends, and holidays, may be required. The role involves working at a computer for extended periods, and the work environment has a normally moderate noise level with pets present.

Requirements

High school diploma or equivalent required.
At least 1 year of experience in collections, billing support, financial services, contact center operations, or customer service environments.
Experience handling sensitive financial conversations professionally and empathetically.
Strong verbal and written communication skills across phone, email, chat, and SMS channels.
Ability to negotiate payment arrangements and resolve account issues effectively.
Experience working in high-volume service environments with productivity and quality expectations.
Comfort navigating multiple systems simultaneously in a fast-paced environment.
Strong organizational skills and attention to detail, including accurate documentation practices.
Ability to maintain confidentiality and comply with financial and client privacy standards.
Ability to work at a computer for long periods.
Ability to reason, remember, perform mathematics, and read, write, and speak English proficiently to perform the duties.
Ability to follow written, oral, or diagrammatic instructions and solve problems involving several variables.
For remote work, a hardwired internet connection with a minimum speed of 85 Mbps and a quiet, dedicated workspace.
May be required to work variable schedules, including evenings, weekends, and holidays.

Nice To Haves

Associate degree in Business, Finance, Communications, or a related field.
Experience in healthcare, veterinary, hospitality, retail, or subscription-based services.
Bilingual capabilities.

Responsibilities

Live and exemplify the Five Principles of Mars, Inc. within self and team.
Manage inbound and outbound communications about past-due wellness plan balances, NSF payments, outstanding invoices, and payment-related client inquiries.
Use approved collections and negotiation practices to secure payments or establish acceptable payment arrangements while preserving positive client relationships.
Educate clients on wellness plan billing structures, payment timelines, financing options, and account status.
Accurately process payments, future-dated transactions, payment plans, adjustments, and account updates in established systems and protocols.
Help clients troubleshoot billing issues, reconcile accounts, and resolve payment discrepancies.
Provide compassionate, professional, solution-oriented support during financially sensitive conversations.
De-escalate challenging interactions while maintaining empathy, composure, and professionalism.
Ensure interactions meet organizational standards for client experience, privacy, compliance, and data security.
Document client interactions, payment activity, and resolutions accurately in CRM and financial systems.
Meet productivity, quality, compliance, and collections performance expectations.
Navigate multiple systems simultaneously while maintaining accuracy and efficiency in a fast-paced environment.
Support outbound campaigns related to collections, payment recovery, plan retention, and client follow-up.
Assist with lost pet support, microchip inquiries, and general wellness plan questions as needed.
Collaborate with Team Leads, Shift Leads, hospital teams, and peers to resolve client issues and improve workflows.
Identify recurring payment or process issues and communicate improvement opportunities to leadership.
Participate in training, coaching, quality reviews, and operational updates.
Support special projects, pilot programs, and seasonal outreach initiatives as assigned.
Perform other job duties as necessary.

Benefits

Paid time off and holidays.
Medical, dental, and vision insurance.
Fertility and family-building assistance.
Paid parental leave.
Practice-paid basic life insurance.
Practice-paid short- and long-term disability.
Automatic enrollment in a 401(k) Savings Plan after 60 days of employment, with a company match.
Commuter benefits.
Legal plan.
Health Savings Account and Flexible Spending Account.
Mental health support and resources.
Paid volunteering.
Optimum Wellness Plans® for up to three pets.
Continuing education allowance and MED hours for eligible positions.
Student debt relief for full-time DVMs.
Discounts including Mars, PetSmart, Royal Canin, fitness, and cellular.