care solutions agent

orsa credit union • Novi, MI

9d • Hybrid

About The Position

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.

Requirements

• 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.

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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED