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.
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.
