outbound call center specialist
About The Position
The Care Experience Specialist supports credit union members across remote channels, including ITM engagements, chat, support email, and intentional outreach. The role balances responsive, live support with planned outbound work, helping resolve open needs, reduce uncertainty, and guide members through next steps. It requires thoughtful follow-through, accurate documentation, adaptable communication, and empathy in sensitive situations. The specialist partners with inbound care, relationship experience, and branch teams to maintain continuity, complete handoffs, escalate appropriately, and share recurring member needs or friction points with the people leader. The position also contributes to team learning and recognition, supports colleagues when supervisors are unavailable, and performs other duties as directed by leadership.
Requirements
- High school diploma or equivalent.
- At least two years of experience as a service representative in the retail or service industry, or equivalent experience.
- Demonstrated knowledge of fiduciary products and services.
- Extensive and demonstrable knowledge of the credit union’s digital products and services.
- Experience and passion for leadership, performance management, and team member development.
- Demonstrated ability to communicate effectively in a training and mentoring setting.
- Proven success with goal setting and achievement.
- Proficiency using Microsoft Suite.
Responsibilities
- Engage members through ITM interactions, chat, support email, and inbound, relationship experience, and outbound channels.
- Adapt communication to the context while maintaining consistent member experience standards.
- Conduct approved, purposeful outreach to support members, resolve open needs, or identify unmet opportunities.
- Meet established productivity and quality standards for outbound engagement.
- Document interactions and outcomes accurately in designated systems.
- Complete follow-through on work initiated through remote interactions or outreach, including documentation, follow-up, and clear next steps.
- Use knowledge resources, systems, and workflows accurately to support member needs and reduce rework.
- Provide reassurance and additional support in emotionally complex or sensitive situations.
- Balance live engagements with planned outreach and manage time to complete both effectively.
- Identify recurring member needs, friction points, and outreach opportunities and share insights with the people leader.
- Coordinate with inbound care, relationship experience, and branch teams to support smooth handoffs and aligned member experiences.
- Escalate needs that extend beyond the role’s scope and serve as a resource to the team, especially when supervisors are unavailable.
- Achieve or exceed experience goals and expectations while maintaining a friendly and professional demeanor.
- Act as a liaison between members and servicing.
- Reflect the credit union’s values and contribute to accountability, learning, shared success, huzzahs, and team recognition.
- Perform other duties as directed by leadership.
Benefits
- Comprehensive medical, dental, and vision plans.
- Generous paid time off package for full-time team members.
- Up to 12 weeks of paid paternity/maternity leave.
- Lifestyle Accounts to support personal wellbeing.
- Family Health Benefits.
- Paid time off to observe all Federal Holidays.
- Flexible work options depending on position.
- A generous 401k match.
- Employee engagement activities.
- Community Resource Groups.
- Paid time off for volunteering, caregiving, and family events.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
