care solutions specialist
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.
About the role
The Care Solutions Specialist is a trusted expert within the inbound care team, supporting members through more complex interactions while serving as a peer mentor and resource for other agents. This role strengthens the care center by reinforcing knowledge, confidence, and consistency in moments that matter most. The Care Solutions Specialist handles escalations, provides real-time support to teammates, and models what great experience looks like in practice. They play a key role in building team capability, supporting quality outcomes, and ensuring members experience calm, confident care during both routine and emotionally complex moments.
This position has a minimum hourly rate of $20.48, but your offer amount may be increased with relevant work experience and transferable skills.
Responsibilities
- Support Complex and Escalated Member Needs
- Serve as an escalation resource for complex or sensitive member situations.
- Resolve advanced issues with confidence, clarity, and care.
- Ensure members feel heard, respected, and supported through resolution.
- Model Best-In-Class Care Center Experience
- Consistently demonstrate strong knowledge use, listening skills, and clear communication.
- Set the standard for how care center expectations show up in real interactions.
- Reinforce clarity and confidence so members leave interactions knowing what was accomplished.
- Provide Peer Support and Mentorship
- Support newer and developing agents through real-time guidance and coaching.
- Share knowledge, best practices, and tips that strengthen team performance.
- Act as a calm, supportive presence during high-volume or challenging periods.
- Strengthen Knowledge Readiness
- Help identify common questions or knowledge gaps across the team.
- Partner with people leaders and learning resources to reinforce understanding.
- Support consistent application of knowledge standards across interactions.
- Be a resource for the entire team, especially when supervisors are not available.
- Partner in Quality and Performance Improvement
- Contribute insights from member interactions to support quality assurance and process improvements.
- Report on cases or trends escalated to ensure timely problem resolution to enhance member experience.
- Model responsiveness to coaching and quality feedback.
- Help reinforce performance expectations in day-to-day work.
- Perform other duties as directed by leadership.
Requirements
- High school diploma or equivalent.
- Minimum two years' experience as a service representative in the retail or service industry or equivalent experience.
- Demonstrated ability to effectively communicate in a training and mentoring setting.
- Proven successful goal setting and achievements.
- Extensive and demonstrative knowledge of digital products and services offered by the credit union.
- Proficiency using Microsoft 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 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 $20.48, but your offer amount may be increased with relevant work experience and transferable skills.