Financial Services Agent (Mars Veterinary Health)

JOB TITLE: Financial Services Agent (Mars Veterinary Health) LOCATION & SCHEDULE: Remote - WA, Full time COMPENSATION: As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership. Why This Role Matters: 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. This role combines compassionate client service with disciplined financial account management to help clients maintain access to care while supporting organizational revenue recovery and retention goals. Operating within the broader Client Care pod structure, the Financial Services Agent delivers professional, compliant, and empathetic service during financially sensitive interactions. The role partners closely with Contact Center Operations, hospital teams, wellness plan support, and client care leadership to resolve payment issues, educate clients on available options, and protect the overall client experience. You Will: Live and exemplify the Five Principles of Mars, Inc. within self and team. Client Financial Support & Collections Manage inbound and outbound communications related to past-due wellness plan balances, NSF payments, outstanding invoices, and payment-related client inquiries. Utilize 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. Process payments, future-dated transactions, payment plans, adjustments, and account updates accurately within established systems and protocols. Support clients with billing-related troubleshooting, account reconciliation, and resolution of payment discrepancies. Client Experience & Relationship Management Deliver compassionate, professional, and solution-oriented support during financially sensitive conversations. De-escalate challenging interactions while maintaining empathy, composure, and professionalism. Ensure all interactions align with organizational standards for client experience, privacy, compliance, and data security. Maintain accurate documentation of client interactions, payment activity, and resolutions within CRM and financial systems. Operational Execution Meet established 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 initiatives. Assist with operational activities related to lost pet support, microchip inquiries, and general wellness plan questions as needed. Team Collaboration & Continuous Improvement 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. Other job duties as necessary. Your Experience Should Include: High school diploma or equivalent required. Associate degree in Business, Finance, Communications, or related field preferred. The ideal candidate will have a proven track record leading contact center technology, systems, and analytics functions in complex, multi-site environments, with a focus on platform stability, technical delivery, and data-driven performance improvement. 1 year of experience in collections, billing support, financial services, contact center operations, or customer service environments. Experience handling sensitive financial conversations while maintaining professionalism and empathy. 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. Comfortable navigating multiple systems simultaneously in a fast-paced environment. Strong organizational skills and attention to detail with accurate documentation practices. Ability to maintain confidentiality and comply with financial and client privacy standards. Experience in healthcare, veterinary, hospitality, retail, or subscription-based services preferred. Bilingual capabilities preferred. This Remote Position Requires: A hardwired internet connection with a minimum speed of 85mbs. A quiet, dedicated work space. May require working variable schedules, including evenings, weekends, and holidays. Salary Range: The starting pay rate for this role is $19.50/hour with opportunities for merit increases (salary range: $19.50 - $31.25/hour). Compensation is determined based on education, experience, and other relevant credentials. Our salary ranges are determined by role, level, location, and market competitiveness. Does this sound like you? Want to join an organization that values Quality, Efficiency, Responsibility, Mutuality, and Freedom? Apply today to be considered and join us to advance our mission to create A BETTER WORLD FOR PETS. What We Offer You: Competitive salary with paid time off & holidays so you can spend time with the people you love. Medical, dental, and vision insurance for you and your loved ones. Fertility and family-building assistance. Paid Parental leave. Practice Paid Basic Life Insurance. Practice Paid Short- and Long-Term Disability. Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match. Commuter Benefits. Legal Plan. Health Savings Account & Flexible Spending Account. Mental health support and resources. Paid Volunteering. Optimum Wellness Plans® for up to three pets. Continuing Education allowance & MED hours for eligible positions. Student Debt Relief (for full-time DVMs). A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more. Special Working Considerations: Ability to work at a computer for long periods of time. Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently. Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables. The noise level in the work environment is normally moderate. Environment where pets are present. WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER. Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.