outbound call center specialist

Who We Are:

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 experience specialist supports members through moments that extend beyond a single interaction, meeting them wherever connection is needed through ITM engagements, chat, support email, and intentional outreach. This role ensures members experience clarity, continuity, and human connection, whether members reach out for support or the team proactively steps in to help move them forward.

This role balances responsive support with purposeful outreach. The care experience specialist manages live, reactive engagements while also planning and completing outreach work that helps resolve open items, reduce uncertainty, and support members through their next steps.

Through thoughtful follow-through and adaptable communication, the care experience specialist plays a critical role in delivering trust at scale and ensuring the care center reflects the credit union’s purpose of creating joy and igniting Michiganders’ impossible dreams.

This position has a minimum hourly rate of $22.55, but your offer amount may be increased with relevant work experience and transferable skills.

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

Engage members through ITM interactions, chat, and support email, ensuring interactions feel clear, consistent, and human. Adapt communication style based on context while maintaining shared experience standards.

Participate in approved outreach efforts designed to support members, resolve open needs, or surface unmet opportunities. Approach outreach with preparation and purpose, ensuring conversations feel relevant, thoughtful, and member-centered.

Take accountability for completing work initiated through remote interactions or outreach, including documentation, follow-up, and clear next steps. Help ensure members do not experience gaps or confusion across touchpoints.

Use knowledge resources, systems, and workflows effectively to support member needs. Seek clarity when needed and apply information accurately to reduce rework or incomplete outcomes.

Recognize when members may need reassurance, clarity, or additional support, even outside of voice conversations. Handle emotionally complex or sensitive situations with empathy and intention.

Manage a mix of live engagements and planned outreach throughout the day. Use time intentionally to ensure both responsive support and proactive work are completed thoughtfully.

Identify recurring member needs, friction points, or outreach opportunities and share insights with the people leader to inform coaching, process improvement, and experience evolution.

Coordinate with inbound care, relationship experience, and branch teams to support smooth handoffs and aligned member experiences. Escalate appropriately when needs extend beyond role scope.

Demonstrate the credit union’s values in how members are supported and how work is completed. Contribute to a culture of accountability, learning, and shared success through huzzahs and team recognition.

What you bring to the table:

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:

Contact/application information:

If this description appeals to you, please submit an application! A member of orsa’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. 

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!