Care Consultant

Community Financial Credit Union•Novi, MI

5h•$20

About The Position

The care consultant supports members through some of their most meaningful financial decisions, providing guidance rooted in understanding, clarity, and trust. This role focuses on new membership, lending requests, complex account maintenance, and specialized accounts, helping members navigate decisions that shape long-term financial wellbeing. The care consultant engages members with empathy and intention, using strong listening and thoughtful discovery to understand what matters most. They translate complexity into clear next steps, ensuring members feel informed, supported, and confident as they move forward. Working within the relationship experience team, this role balances accuracy, continuity, and care. Care consultants stay closely connected to member needs across conversations that may span multiple interactions, ensuring follow-through, clarity, and a consistent experience that reflects the credit union’s purpose of creating joy and igniting Michiganders’ impossible dreams. This position has a starting hourly rate of $20.48, but your offer amount may be increased with relevant work experience and transferable skills.

Requirements

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.
Proficiency using Microsoft Office Suite.

Responsibilities

Guide members through new account openings, lending requests, complex account maintenance, and specialized account needs. Ensure conversations are thoughtful, accurate, and grounded in understanding.
Listen actively to understand member goals, concerns, and context. Ask thoughtful questions that uncover underlying needs and help members make confident, informed decisions.
Own member requests through to clear resolution, including follow-up when needed. Provide clear next steps so members understand what to expect and feel supported throughout their journey.
Use product, lending, and account knowledge accurately and consistently. Navigate complex scenarios thoughtfully, seeking guidance when needed to ensure members receive the right support.
Identify opportunities to strengthen the member relationship, including checking relationships, direct deposit, and appropriate products or services, when aligned with member needs.
Collaborate with inbound care, outreach, digital, lending, and branch teams to ensure smooth handoffs and a cohesive member experience.
Have the ability be on all channels including inbound.
Demonstrate the credit union’s values in how conversations are handled, challenges are addressed, and members are supported. Contribute to a culture of care, learning, and shared success.
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.