Member Care Support and Asset Management - Senior Member Care Support Specialist

TITLE: SR. MEMBER CARE SUPPORT SPECIALIST

STATUS: NON
-EXEMPT

REPORT TO: SUPERVISOR - MEMBER CARE SUPPORT

DEPARTMENT: MEMBER CARE SUPPORT

JOB CODE: 11964

PAY RANGE: $25.40 - $27.00 HOURLY

The Senior Member Care Support Specialist serves as a subject matter expert and operational leader within the Member Care Support team. This role is responsible for executing and overseeing complex processes, ensuring compliance, and driving continuous improvement across financial and operational workflows. The Senior Support Specialist acts as a key resource for escalations, cross-functional collaboration, and process optimization, while mentoring peers and supporting leadership in strategic initiatives.

This position is instrumental in maintaining consistency, accuracy, and regulatory compliance across all Member Care Support functions, contributing to enterprise‑level improvements and enhancing member experience.

• Assist in the development and delivery of training programs for new and existing team members.
• Serve as the primary resource for complex inquiries, escalations, process inquiries, and troubleshooting.
• Provide guidance and mentorship to support staff on best practices and compliance standards, fostering a culture of accountability, growth, and continuous improvement.
• Partner with leadership to identify and implement enhancements to workflows, SOPs, and risk mitigation strategies.
• Maintain and continuously improve standard operating procedures (SOPs) to reflect evolving practices, compliance requirements, and technical upgrades.
• Execute and oversee financial processes, including daily check assignments, payment posting, account offsets, expulsions, member reinstatements, and charge‑offs to ensure timely and accurate completion.
• Perform dual sign‑off and reconciliation for incoming mail and GL transactions.
• Reconciliation, research, and clear differences for GL transactions. Assists the supervisor by performing quality assurance and control reviews related to work performed by the Support representatives.
• Conduct audits on teller‑work and data changes to ensure accuracy and data integrity.
• Lead internal audit support efforts, including documentation, tracking, and resolution of findings.
• Monitor adherence to policies and procedures and recommend improvements to mitigate risk.
• Collaborate with Quality Assurance, Checking Operations, and other departments to ensure alignment and consistency.
• Provide backup support for payment posting systems and Research Specialist workflows.
• Participate in system testing, data validation, and process improvement initiatives.
• Assist in workload distribution and prioritization during peak periods or staff absences.
• Ensure timely and accurate processing of mail operations and member communications.
• Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance, including bank secrecy act, anti‑money laundering laws appropriate to the position.
• Perform other duties as assigned by the supervisor / manager.

• Effective oral and written communication skills required to interact with internal staff and constructively adjust and follow‑up on member accounts.
• Must possess sufficient manual dexterity to skillfully operate an on‑line computer terminal and
• other standard office equipment, such as financial calculators, 10‑key.
• Strong attention to detail and accuracy in financial record‑keeping.
• Excellent organizational and time‑management skills.
• Ability to work effectively both independently and as part of a team.

INTERNAL: Branch management and staff, Real Estate, Centralized Lending, IRA, Accounting, Service Operations and Payroll Deduction Departments.

EXTERNAL: Members, outside adjusters, credit reporting agencies, and collection agencies.

• EDUCATION: Bachelor’s degree in finance, business administration, or related field preferred. Additional working experience may be considered in lieu of a 4‑year degree.
• EXPERIENCE: Minimum of 5 years of progressive experience in financial operations, accounting, or…