MI Tri-Share Engagement Specialist

WHO WE ARE For more than 100 years, Heart of West Michigan United Way has been dedicated to strengthening our local communities and driving lasting change. With a regional touch in Allegan, Kent, and Ottawa counties we're here, always listening and ready to respond. Working together with our neighbors, we're strengthening local resilience and advancing financial security, health, youth opportunity, and community resiliency to build a thriving community for all . Learn more about us here: The MI Tri-Share Child Care Program helps working families access affordable, licensed child care by splitting costs equally-33.3% paid by the employer, 33.3% by the employee, and 33.3% by the State of Michigan. This innovative model supports workforce recruitment, retention, and economic stability for Michigan families while strengthening communities statewide. Learn more about MI Tri-Share Child Care Program here: ARE YOU EXCITED ABOUT THIS MI TRI-SHARE ENGAGEMENT SPECIALIST ROLE? Are you passionate about customer service and making a meaningful impact? Do you enjoy building relationships, solving problems, and supporting families and employers in navigating important benefits? If you thrive in a fast‑paced, mission‑driven environment and are comfortable working remotely while staying highly engaged with stakeholders, this role may be for you. As the MI Tri-Share Engagement Specialist , you will play a critical role in ensuring a smooth, positive experience for employees, employers, and partners participating in the MI Tri-Share and MI Care-Share Programs. ARE YOU THE MI TRI-SHARE ENGAGEMENT SPECIALIST WE ARE LOOKING FOR? You may be a great fit if you: Enjoy frequent communication and are comfortable making and receiving phone calls Take pride in accuracy, organization, and attention to detail Are motivated, accountable, and able to manage your work independently in a remote setting Are energized by helping others and contributing to programs that support families and communities Can balance multiple priorities while meeting deadlines YOU WILL WORK ON INITIATIVES INCLUDING, BUT NOT LIMITED TO: Handling day‑to‑day inbound and outbound communication via phone, email, and text with all MI Tri-Share stakeholders Providing high‑quality customer service and timely responses to participant inquiries Actively listening to stakeholder needs and offering helpful, accurate program information Verifying eligibility information and processing transactions with a high level of accuracy Collecting required documentation and making corrections to records as needed Monitoring, tracking, and reporting on engagement activities Collaborating cross‑functionally with internal team members in a remote or hybrid environment Supporting additional projects and duties as assigned SCHEDULE: Full-time (40 hours per week), Monday – Friday Fully remote position within the state of Michigan Core availability expected during business hours: 8:30 AM – 5:00 PM EST Flexible daily scheduling with occasional work outside normal hours based on meetings, events, or project needs SOME KNOWLEDGE AND SKILLS REQUIRED FOR THE POSITION ARE: High school diploma or equivalent (required) Minimum of 3 years of customer service experience Proficiency with Microsoft 365 applications (Word, Excel, PowerPoint, OneDrive) Strong verbal and written communication skills Ability to accurately enter and manage data in database systems High level of problem‑solving, prioritization, and analytical skills Attention to detail with a commitment to accuracy and confidentiality Ability to build and maintain positive working relationships with a diverse population Self‑motivated, accountable, and comfortable working in a team‑based remote work environment PHYSICAL REQUIREMENTS: Ability to work for extended periods at a computer, including repetitive typing and wrist movement Ability to operate standard office equipment Occasional lifting of up to 20 pounds Regular sitting, standing, walking, reaching, talking, and hearing Ability to manage moderate stress related to deadlines Extended screen time which may cause mental or visual fatigue Less than 10% travel required Must be able to work remotely with reliable internet access and a quiet, professional workspace for phone calls Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role. LOCATION REQUIREMENT: This is a remote role, but applicants must reside in the state of Michigan. COMPENSATION AND BENEFITS Compensation Statement: The typical offer range for this role is from minimum to midpoint, with the midpoint representing the average pay for this in a market scope. Please note that this range represents the pay range for all positions in the job grade for which this position belongs to. The compensation offer considers a variety of factors relevant to this position, which includes knowledge, skills, and experience, as well as internal equity and alignment with market data. The minimum starting salary for this position is $36,000/annually. We offer a competitive benefit package for full-time employees that includes: Medical, Dental and Vision Insurance 401(k) plan with employer match Employer paid group Life/AD&D and Long-term Disability Flexible Spending Account or Health Savings Account A generous PTO plan that includes Personal/Sick time, Vacation time, and Paid Holidays Pine Rest Employer Assistance Program for ALL household members PLEASE SEE FULL JOB DESCRIPTION FOR DETAILS We offer a competitive benefit package for full-time employees that includes: • Medical, Dental and Vision Insurance • 401(k) plan with employer match • Employer paid group Life/AD&D and Long-term Disability • Flexible Spending Account • A generous PTO plan that includes Personal/Sick time, Vacation time, Paid Holidays and Floating Holidays • Pine Rest Employer Assistance Program for ALL household members