Member Care Support Specialist

About the role

At Allegacy, our roots run deep — anchored in a longstanding commitment to doing right by our members and the communities we serve. Every role within our organization plays a vital part in nurturing the relationships that make that promise real. As a member of our team, you'll be empowered to live out our brand every day, building meaningful connections that support the financial wellbeing of those who count on us most.

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.

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 is measured by quality performance scores on calls and interactions with internal employees, year-over-year growth in knowledge and capability, and daily application of the organization’s shared values: Helpful, Humble, Hungry, Honest, and Hopeful.

Requirements

• 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).

First 90-Days Expectations

• Gain working proficiency in LUMIN (Digital Banking system)
• Gain working proficiency in Verba (Call recording system)
• Gain working proficiency in Cisco Queues (call routing and queue management)
• Gain working proficiency in RightFax (secure faxing)
• Gain working proficiency in Payrailz/Bill Pay (bill-pay operations)