Care Solutions Specialist

At orsa credit union, we believe in more than just banking, we believe in people. We are looking to build a community of forward-thinking team members who share our values towards providing exceptional member experiences and financial empowerment through our best-in-class products.

We’ve been recognized as one of the Regional Best and Brightest companies for the last 20 years and nationally recognized since 2018. We have been certified as a Great Place To Work since 2023 and as of 2024, we were also recognized as the Best and Brightest in Wellness
, reflecting our deep commitment to our team members and the communities we serve.

At orsa, we are always looking for mission-driven in-branch staff to bring our values to life, and we hope you might be one of them.

The care solutions specialist is a trusted expert within the inbound care team, supporting members through more complex interactions while serving as a peer mentor and resource for other agents. This role strengthens the care center by reinforcing knowledge, confidence, and consistency in moments that matter most.

The care solutions specialist handles escalations, provide real time support to teammates, and model what great experience looks like in practice. They play a key role in building team capability, supporting quality outcomes, and ensuring members experience calm, confident care during both routine and emotionally complex moments.

This position has a starting hourly rate of $20.48
, but your offer amount may be increased with relevant work experience and transferable skills.

This is a full-time position Monday–Saturday. Work schedule varies based on business needs.

• Support Complex and Escalated Member Needs
  • 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.
• Provide Peer Support and Mentorship
  • 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.
• Partner in Quality and Performance Improvement
  • 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.
• Support Digital and Self‑Service Confidence
  • 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.
• Contribute to Team Culture and Recognition
  • Actively support a culture of growth, collaboration, and recognition.
  • Participate in celebrating huzzahs, progress, and shared wins.
• Stay Grounded in Culture and Purpose
  • 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.
  • Aim to 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.

• 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…