Member Care Support Specialist at Allegacy Federal Credit Union

Greensboro, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

12 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Member Service, Problem Solving, Analytical Skills, Communication, Training, Compliance, Documentation, Attention to Detail, Credit Union Products, Research, Judgment, Confidentiality, Team Support, Operational Standards, Fast-Paced Environment, Continuous Learning, Shared Values

Industry

Financial Services

Description

Description Overview The Member Care Support Specialist role offers a strong advancement opportunity for team members currently working in member-facing positions. This role serves as a centralized point of reference for all departments that engage with members, providing accurate information, sound guidance, and timely support. Success requires a consistent demonstration of our shared values: Helpful, Humble, Hungry, Honest, and Hopeful. Key Responsibilities Serve as the primary internal resource for product, process, and policy questions from all business lines. Resolve internal escalations, make sound judgment decisions, and support complex problem-solving needs. Research and correct account errors while ensuring compliance with operational, regulatory, and audit standards. Assist with the training and integration of new hires following completion of their initial training. Process debit-card limit increase requests in alignment with guidelines and member needs. Support frontline call volume during peak periods. Provide clear, professional written communication and maintain thorough documentation. Maintain strong working knowledge of savings, checking, certificates, debit/credit card transactions, IRAs, POAs, business accounts, trust and estate accounts, and rep-payee accounts. Handle sensitive matters, including staff error reporting, with confidentiality and integrity. Perform additional duties as needed to support departmental operations. Success Measures Quality performance scores on calls and interactions with internal employees. Year-over-year growth in knowledge, capability, and overall utility to the department. Daily application of the organization’s shared values: Helpful, Humble, Hungry, Honest, and Hopeful. Requirements Qualifications Two or more years of expertise in member service and strong working knowledge of credit union products, services, and policies. Two or more years of experience with: DNA. Strong analytical, research, and problem-solving skills with a high attention to detail. Excellent verbal and written communication abilities. Ability to perform effectively in a fast-paced environment and maintain a solutions-focused mindset. Commitment to continuous learning and delivering excellence for members and the credit union. Ability to model the organization’s shared values consistently. Preferences Experience with consumer or real-estate loans Familiarity with responsibilities and workflows of other departments such as Deposit Services, Card Services, and Fraud. Experience in VISA DPS, DocuSign, MRM Fraud & Disputes, and Member 360 (for referrals).

Responsibilities

The Member Care Support Specialist serves as the primary internal resource for product, process, and policy questions, resolving escalations and supporting complex problem-solving needs. Additionally, they assist with training new hires and maintain thorough documentation while ensuring compliance with operational standards.