call center representative

Dr. Mylissa's Medical Boutique; Novi (MI); On-site; USD 26,174 - 31,684; Full time

Job summary

ORSA Credit Union is seeking a Care Solutions Agent to serve as a trusted connection for members, handling high-volume inbound inquiries with clarity and care. You will resolve routine needs, apply knowledge resources, and escalate when needed to ensure accurate outcomes.

The role emphasizes a personal touch, adherence to care center standards, and opportunities to support digital and self-service options while maintaining excellent member experience.

Qualifications

• High school diploma or equivalent.
• Minimum one-year experience as a service representative in retail or service.
• Proficiency using Microsoft Office Suite.

Responsibilities

• Handle high-volume inbound member inquiries with clarity, professionalism and empathy.
• Apply knowledge resources to resolve routine member needs and explain next steps.
• Escalate when additional support is required to ensure the right outcome.
• Maintain consistency with care center standards and ensure a personal touch.

Skills

Customer service

Empathy

Communication

Education

High School Diploma or Equivalent

Tools

Microsoft Office Suite

Job description

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.

Minimum hourly rate: $18.94 – your offer may increase with relevant experience and transferable skills.

Schedule: Full‑time 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 has been 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 overselling.
• 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 teamfirst 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.
  • 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.

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 401(k) match
• Numerous employee engagement activities
• Community Resource Groups
• Paid time off for occasions such as volunteering, caregiving, and family events

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.