Member Care Support Specialist

Soqquadro Italiano; Greensboro (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Allegacy is seeking a Member Care Support Specialist to serve as a centralized resource across departments and provide accurate information, guidance, and timely support to members. This role emphasizes confidentiality, integrity, and adherence to our shared values as you assist in improving member experiences.

Ideal candidates bring 2+ years in member service, solid knowledge of credit union products, and strong communication skills to resolve inquiries, correct account issues, and train new

Qualifications

• Two or more years of experience in member service and deep knowledge of credit union products, services, and policies.
• Strong analytical, research, and problem-solving skills with 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.

Responsibilities

• Serve as the primary internal resource for questions from all business lines.
• Resolve internal escalations, make sound judgments, and support complex problem solving.
• Research and correct account errors while ensuring compliance with standards.
• Assist with training and integration of new hires after training.
• Process debit-card limit increase requests in line with guidelines and member needs.
• Support frontline call volume during peak periods.
• Provide clear, professional written communication and maintain thorough documentation.
• Maintain knowledge of savings, checking, certificates, debit/credit cards, 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.

Skills

Member service experience

Analytical skills

Written and verbal communication

Problem solving

Tools

DNA

Job description

Description

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.

Description

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.

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).

First 90-Days Expectations

Within the first 90 days, the Member Care Support Specialist is expected to gain working proficiency in:

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