Member Care Support Specialist

Serve as the primary internal resource for product, process, and policy questions from all business lines, resolving escalations and supporting complex problem-solving needs. Research and correct account errors while ensuring compliance with operational, regulatory, and audit standards, and process debit-card limit increase requests in alignment with guidelines. Assist with the training and integration of new hires following completion of their initial training, and support frontline call volume during peak periods. Provide clear, professional written communication and maintain thorough documentation while handling sensitive matters with confidentiality. Maintain strong working knowledge of savings, checking, certificates, debit/credit card transactions, IRAs, POAs, business accounts, trust and estate accounts, and rep-payee accounts. Perform additional duties as needed to support departmental operations. Apply shared values of Helpful, Humble, Hungry, Honest, and Hopeful consistently. Gain proficiency in LUMIN, Verba, Cisco Queues, RightFax, Payrailz/Bill Pay, and Member 360 within the first 90 days.