Financial Services Agent; Mars Veterinary Health

Remote - WA

Full time

R-258898

Financial Services Agent (Mars Veterinary Health)

Remote - WA, Full time

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.

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.

• 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.
• Part…