orsa credit union · 5 hours ago
Care Solutions Agent
Novi, MI, US
Full-time
Onsite
Entry Level
$18.94/hr - $18.94/hr
1+ years expOrsa credit union is dedicated to providing exceptional member experiences and financial empowerment. The Care Solutions Agent serves as a trusted point of connection for members, handling high-volume inbound interactions and ensuring clarity and support in every communication.
BankingCreditFinancial ServicesNon Profit
Responsibilities
Respond to inbound member calls with clarity, professionalism, and empathy
Resolve routine member needs accurately and completely, following defined care center standards
Recognize when a moment requires additional sensitivity and respond with care and intention
Use knowledge resources confidently to support member needs without relying on memorization
Navigate information efficiently to provide clear answers and next steps
Educate members within procedural guidelines to ensure a complete solution to their service requests
Identify when additional support or escalation is needed to ensure the member receives the right outcome
Demonstrate behaviors that reflect the care center’s expectations for clarity, confidence, and trust
Ensure members understand what was completed and what comes next, if anything
Reinforce consistency so members experience the same level of care regardless of who they connect with
Introduce and support digital and self-service options when appropriate to simplify future member needs
Help members feel confident using available tools without pressure or over-selling
Engage actively in coaching conversations focused on performance, quality, and experience outcomes
Apply feedback to strengthen skills, knowledge use, and consistency
Demonstrate openness to learning and continuous improvement
Support peers through collaboration, shared learning, and a team-first mindset
Contribute to a culture of recognition, growth, and shared success
Reflect the credit union’s values in every interaction
Help ensure members feel supported and confident as they pursue their financial goals and 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 one-year experience as a service representative in the retail or service industry or equivalent experience
Proficiency using Microsoft Office 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