Outbound Call Center Specialist

Community Financial Credit Union

Care Experience Specialist providing support and outreach to members at orsa credit union. Ensuring clarity, continuity, and human connection through remote engagements and outreach efforts.

Posted 5/23/2026full-timeNovi • Missouri • 🇺🇸 United StatesJuniorMid-Level💰 $23 per hourWebsite

About the role

Key responsibilities & impact

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.
Deliver Intentional Outreach
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.

Requirements

What you’ll need

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 knowledge of digital products and services offered by the credit union.
Experience and a passion for leadership, performance management, and team member development.
Demonstrated ability to effectively communicate in a training and mentoring setting.
Proven successful goal setting and achievements.
Proficiency using Microsoft Suite.

Benefits

Comp & perks

Comprehensive medical, dental, and vision plans
Generous paid time off package for all full-time team members
Up to 12-weeks paid paternity/maternity leave
Lifestyle Accounts to help with your personal wellbeing
Family Health Benefits
Paid time off to observe all Federal Holidays
Flexible work options depending on position
A generous 401k match
Numerous employee engagement activities
Community Resource Groups
Paid time off for occasions such as volunteering, caregiving, and family events

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

fiduciary productsdigital productsservice representative experiencegoal settingperformance managementteam member developmentcommunication in trainingdocumentationoutreach executionmember engagement

Soft Skills

empathyaccountabilityadaptabilityclear communicationthoughtfulnessproactive workteam collaborationproblem-solvingrelationship buildingcultural reflection