Care Experience Specialist

About the role

The care experience specialist supports members through moments that extend beyond a single interaction, meeting them wherever connection is needed through ITM engagements, chat, support email, and intentional outreach. This role ensures members experience clarity, continuity, and human connection, whether members reach out for support or the team proactively steps in to help move them forward.

This role balances responsive support with purposeful outreach. The care experience specialist manages live, reactive engagements while also planning and completing outreach work that helps resolve open items, reduce uncertainty, and support members through their next steps.

Through thoughtful follow-through and adaptable communication, the care experience specialist plays a critical role in delivering trust at scale and ensuring the care center reflects the credit union’s purpose of creating joy and igniting Michiganders’ impossible dreams.

This position has a starting hourly rate of $22.55
, but your offer amount may be increased with relevant work experience and transferable skills.

This is a full-time position Monday–Saturday. Work schedule varies based on business needs.

• Support Members Across Remote Engagements

Engage members through ITM interactions, chat, and support email, ensuring interactions feel clear, consistent, and human. Adapt communication style based on context while maintaining shared experience standards.

• Have the ability to be on all channels including inbound, relationship experience, and outbound teams.

Participate in approved outreach efforts designed to support members, resolve open needs, or surface unmet opportunities. Approach outreach with preparation and purpose, ensuring conversations feel relevant, thoughtful, and member-centered.

• Executes outbound engagement in alignment with organizational goals while meeting established productivity and quality standards.
• Accurately document interactions and outcomes in designated systems.
• Own Continuity and Follow-Through

Take accountability for completing work initiated through remote interactions or outreach, including documentation, follow-up, and clear next steps. Help ensure members do not experience gaps or confusion across touchpoints.

• Navigate Knowledge and Tools Confidently

Use knowledge resources, systems, and workflows effectively to support member needs. Seek clarity when needed and apply information accurately to reduce rework or incomplete outcomes.

• Support Light and Dark Member Moments Remotely

Recognize when members may need reassurance, clarity, or additional support, even outside of voice conversations. Handle emotionally complex or sensitive situations with empathy and intention.

• Balance Reactive and Planned Work

Manage a mix of live engagements and planned outreach throughout the day. Use time intentionally to ensure both responsive support and proactive work are completed thoughtfully.

• Surface Insights and Patterns

Identify recurring member needs, friction points, or outreach opportunities and share insights with the people leader to inform coaching, process improvement, and experience evolution.

• Partner Across the Care Center

Coordinate with inbound care, relationship experience, and branch teams to support smooth handoffs and aligned member experiences. Escalate appropriately when needs extend beyond role scope.

• Be a resource for the entire team, especially when supervisors are not available.
• Reflect Culture and Purpose in Daily Work

Demonstrate the credit union’s values in how members are supported and how work is completed. Contribute to a culture of accountability, learning, and shared success through huzzahs and team recognition.

• Achieve or exceed experience goals and expectations while presenting a friendly and professional demeanor.
• Liaison between members and servicing.
• Perform other duties as directed by leadership.

• High school diploma or equivalent.
• Minimum two years' experience as a service representative in the retail or service industry or equivalent experience.
• Demonstrated knowledge of fiduciary products and services.
• Extensive and demonstrative…