Legacy Member Support Specialist

Position Summary

The Legacy Member Support Specialist, working in conjunction with their Har-Co associates and carefully vetted Harford County professional service providers, acts as a dedicated advocate and compassionate guide for our members and their families during challenging life transitions. Operating with deep empathy and resourcefulness, this role supports members and families through the financial, operational, and emotional complexities of either unexpected or late-stage life transitions. By serving as a vital bridge between internal credit union processes and external support systems in Harford County, Maryland, this specialist provides a seamless, dignified experience for members seeking to maintain independence and adults managing the care or estates of their children, spouses or aging parents.

Key Responsibilities:

Healthcare & Resource Navigation

• Serve as a compassionate guide to members and their families in navigating complex healthcare systems during unexpected or late-stage life transitions.
• Maintain a deep, working knowledge of local Harford County resources, for people with disabilities, aging services, and senior support networks.
• Build and maintain a robust network of trusted external partners and community resources across Harford County to be able to connect members and their families depending on their individual needs.
• Assist members in evaluating long-term care costs and healthcare financing.
• Coordinate and communicate effectively with internal credit union departments/associates to ensure the members’ healthcare, financial and situational needs are handled with care.

Estate Administration & Legacy Support

• Provide, with the assistance of specialized Har-co Associates and select vendors, empathetic, end-to-end guidance to family members regarding estate planning, probate preparation, and trust administration.
• Help families understand and gather essential documentation needed for estate establishment, settlement and credit union account transitions.
• Work with knowledgeable Har-co associates and vendor specialists to ensure they proactively review mature member accounts to establish proper beneficiary designations and verify that account ownership and titles align with their current estate goals.
• Connect members as needed with vetted, local Harford County situational professionals (including but not limited to estate planning, legal aid, insurance, financial literacy/budgeting, succession planning, housing transitions, etc.)

Financial Literacy & Counseling

• Connect members as needed with Har-co associates to teach members and their families about long-term financial health, wealth transfer, saving and budgeting.
• Connect members as needed with Har-co associates to assist with financial literacy, credit building/maintenance and repair and credit union product solutions.
• Connect members as needed with Har-co associates to assist with fraud, fraud prevention, scam awareness, and financial vulnerable adult abuse.
• Coordinate educational workshops and resource materials focusing on fraud, generational wealth transfer and proactively preparing for either unexpected or inevitable life changes.
• Coordinate with Har-co associates to help members successfully navigate changes in household incomes.

Family Communication & Empathy

• Exercise highly developed active listening skills and empathy, recognizing and validating the emotional weight of life events.
• Work with professional service providers to mediate and facilitate as needed, difficult conversations within families regarding power of attorney, healthcare proxies, legacy planning and the like.
• Champion a culture of empathy within the credit union. Train frontline branch staff on active listening, recognizing signs of need or distress, and how to gently and respectfully transition members to the appropriate Har-co specialist.

Qualifications:

Required

• Education & Experience: Background or degree in social work, gerontology, or a related field. Minimum of 3-5 years of experience in eldercare, estate administration, or social work.
• Local Expertise: Strong, demonstrable familiarity with Harford County, Maryland health and human services networks, including the Harford County Office on Aging and local legal aid resources.
• Exceptional Communication: Proven ability to communicate with extreme empathy, patience, and clarity to members of all ages.

Preferred

• Basic to advanced knowledge of credit union operations, estate planning documents (wills, trusts, POAs), and the probate process in Maryland.

Har‐co Credit Union is committed to delivering exceptional financial services to our members while supporting the communities we serve. We value integrity, service, and strong relationships with our members and partners.
Har-co believes in equal employment opportunity for all individuals without regard to race, color, religion, sex, age, national origin, marital status, physical or mental disability, status as a Vietnam Era veteran, or for any other reason or category protected by Federal, State, or local law. This policy extends to all terms, conditions and privileges of employment and participation in all activities sponsored by Har-co.