orsa credit union · 4 hours ago
Care Solutions Specialist
Novi, MI, US
Full-time
Onsite
Entry, Mid Level
$20.48/hr - $20.48/hr
2+ years expOrsa Credit Union is a community-focused financial institution that emphasizes exceptional member experiences. The Care Solutions Specialist serves as a trusted expert in the inbound care team, handling escalations, providing support to teammates, and ensuring high-quality member interactions.
BankingCreditFinancial ServicesNon Profit
Responsibilities
Serve as an escalation resource for complex or sensitive member situations
Resolve advanced issues with confidence, clarity, and care
Ensure members feel heard, respected, and supported through resolution
Consistently demonstrate strong knowledge use, listening skills, and clear communication
Set the standard for how care center expectations show up in real interactions
Reinforce clarity and confidence so members leave interactions knowing what was accomplished
Support newer and developing agents through real‑time guidance and coaching
Share knowledge, best practices, and tips that strengthen team performance
Act as a calm, supportive presence during high‑volume or challenging periods
Help identify common questions or knowledge gaps across the team
Partner with people leaders and learning resources to reinforce understanding
Support consistent application of knowledge standards across interactions
Be a resource for the entire team, especially when supervisors are not available
Contribute insights from member interactions to support quality assurance and process improvements
Report on cases or trends escalated to ensure timely problem resolution to enhance member experience
Model responsiveness to coaching and quality feedback
Help reinforce performance expectations in day‑to‑day work
Model effective support of digital and self‑service tools during member interactions
Help peers build confidence in guiding members toward simpler future experiences when appropriate
Actively support a culture of growth, collaboration, and recognition
Participate in celebrating huzzahs, progress, and shared wins
Lead by example in reflecting the credit union’s values
Help ensure the care center consistently delivers experiences that create joy and support Michiganders’ impossible dreams
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
Qualification
Required
High school diploma or equivalent
Minimum two years' experience as a service representative in the retail or service industry or equivalent experience
Demonstrated ability to effectively communicate in a training and mentoring setting
Proven successful goal setting and achievements
Extensive and demonstrative knowledge of digital products and services offered by the credit union
Proficiency using Microsoft Suite
Benefits
Comprehensive medical, dental, and vision plans
Four weeks of PTO 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
Company
orsa credit union
orsa credit union is a not-for-profit, full-service financial institution built to protect people, strengthen communities, and create joy.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Meg Pankow
SVP/CFO
Scott Cameron
SVP / Chief Financial Officer
Recent News
2022-12-16
2022-10-26
Company data provided by crunchbase