call center representative

Care Solutions Agent

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.

About the Role

The care solutions agent serves as a trusted point of connection when members reach out for support. This role handles high-volume inbound interactions, resolving everyday needs with clarity, confidence, and consistency while showing care and intention during both light and dark moments.

The care solutions agent applies care center standards in real time, using knowledge tools, listening skills, and sound judgment to help members move forward feeling informed and supported. This role balances efficiency with meaningful human connection, ensuring members receive reliable help without losing the personal touch that builds trust.

This position has a minimum hourly rate of $18.94, 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.

How You'll Shape the Member Experience

• Support Members Through Inbound Care
  • 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.
• Apply Knowledge Effectively
  • 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.
• Deliver Consistent Experience Standards
  • 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.
• Support Digital and Self-Service Adoption
  • 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.
• Participate in Coaching and Development
  • 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.
• Contribute to a Positive Team Environment
  • Support peers through collaboration, shared learning, and a team-first mindset.
  • Contribute to a culture of recognition, growth, and shared success.
• Stay Grounded in Culture and Purpose
  • 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.

What You Bring to the Table

• 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.

We believe in creating a Culture of Belonging guided by our core values: Relentless Care, Hustle & Grind, Huzzah! and Curiosity.

As a team member of orsa, you'll enjoy:

• Comprehensive medical, dental, and vision plans
• Generous paid time off package 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

If this description appeals to you, please submit an application! A member of orsa credit union's talent acquisition team will be in contact with you shortly!

Equal Employment Opportunity Policy:

orsa credit union is an equal opportunity employer (M/F/D/V). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, gender identity or expression, sexual orientation, marital status, disability, veteran status, or any other basis protected by applicable Federal, State or local laws.

Disclaimer:

This job posting highlights some of the most critical responsibilities and requirements of the position. There may be additional duties and responsibilities that are not listed above. A Talent Acquisition Specialist will be sure to discuss the role in further detail should your application be selected to move forward.

Please note that orsa credit union does not involve Artificial Intelligence (AI) when evaluating applications. Applications for this position are reviewed by a member within the Talent Acquisition team. We are dedicated to providing an equitable and thorough review of all submissions and look forward to additional connection as the recruitment process continues!