call center specialist

orsa credit union; Novi (MI); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Medical plan

Dental plan

Vision plan

Paid time off

Parental leave

Lifestyle accounts

Family health benefits

Volunteer time off

Flexible work

Community groups

Job summary

orsa credit union is seeking a care consultant to support members through meaningful financial decisions, including new membership, lending requests, and specialized accounts. The role emphasizes empathy, active listening, and discovery to translate complexity into clear next steps, ensuring members feel informed and confident as they move forward across relationships and channels.

A minimum of two years’ service experience and fiduciary product knowledge are expected; comprehensive benefits and

Qualifications

• High school diploma or equivalent.
• Minimum two years’ experience as a service representative in the retail or service industry or equivalent experience.
• Demonstrated knowledge of fiduciary products and services.

Responsibilities

• Guide members through new account openings, lending requests, complex account maintenance, and specialized account needs.
• Ensure conversations are thoughtful, accurate, and grounded in understanding.
• Listen actively to understand member goals, concerns, and context.
• Identify opportunities to strengthen the member relationship, including checking relationships, direct deposit, and appropriate products or services.
• Collaborate with inbound care, outreach, digital, lending, and branch teams to ensure smooth handoffs and a cohesive member experience.

Job description

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 Brightestcompanies 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.

About the role:

The care consultant supports members through some of their most meaningful financial decisions, providing guidance rooted in understanding, clarity, and trust. This role focuses on new membership, lending requests, complex account maintenance, and specialized accounts, helping members navigate decisions that shape long-term financial wellbeing.

The care consultant engages members with empathy and intention, using strong listening and thoughtful discovery to understand what matters most. They translate complexity into clear next steps, ensuring members feel informed, supported, and confident as they move forward.

Working within the relationship experience team, this role balances accuracy, continuity, and care. Care consultants stay closely connected to member needs across conversations that may span multiple interactions, ensuring follow-through, clarity, and a consistent experience that reflects the credit union’s purpose of creating joy and igniting Michiganders’ impossible dreams.

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

A Day in the life of a care consultant can look like:

• Support Relationship-Based Member Needs

Guide members through new account openings, lending requests, complex account maintenance, and specialized account needs. Ensure conversations are thoughtful, accurate, and grounded in understanding.

• Build Trust Through Meaningful Financial Conversations

Listen actively to understand member goals, concerns, and context. Ask thoughtful questions that uncover underlying needs and help members make confident, informed decisions.

• Ensure Continuity and Completion

Own member requests through to clear resolution, including follow-up when needed. Provide clear next steps so members understand what to expect and feel supported throughout their journey.

• Apply Knowledge with Confidence and Care

Use product, lending, and account knowledge accurately and consistently. Navigate complex scenarios thoughtfully, seeking guidance when needed to ensure members receive the right support.

• Support Responsible Growth and Relationship Depth

Identify opportunities to strengthen the member relationship, including checking relationships, direct deposit, and appropriate products or services, when aligned with member needs.

• Partner Across the Care Center

Collaborate with inbound care, outreach, digital, lending, and branch teams to ensure smooth handoffs and a cohesive member experience.

• Have the ability be on all channels including inbound.
• Reflect Culture and Purpose in Daily Work

Demonstrate the credit union’s values in how conversations are handled, challenges are addressed, and members are supported. Contribute to a culture of care, learning, and shared success.

• 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 two years’ experience as a service representative in the retail or service industry or equivalent experience.
• Demonstrated knowledge of fiduciary products and services.

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
• 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.

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!