call center representative

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.

Responsibilities

• 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.
• 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.

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.

Qualifications

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.
• A 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.
• Paid time off for occasions such as volunteering, caregiving, and family events.

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

Pay

This position has a minimum hourly rate of $18.94, but your offer amount may be increased with relevant work experience and transferable skills.

Schedule

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

Contact/Application Information

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.