Product Operations Associate

Product Operations Associate

Allocore powers the leading government loans, grants, and fraud prevention programs with a unified cloud-based platform built for efficiency and security. Our advanced solutions power the largest and most complex government loan and grant programs, streamlining workflows and integrating proven technologies to handle high-volume financial processes with speed and precision. Every day, we're enabling government agencies to deliver critical financial resources to those who need them most—quickly and efficiently. At Allocore, our culture is built on three core values—Urgency, Collaboration, and Commitment—which shape how we work, innovate, and support one another. Joining Allocore means being part of a mission-driven team that values innovation, collaboration, and a commitment to excellence. If you thrive in high-pressure environments where urgency meets creativity and where every challenge is an opportunity to create impact, then continue reading....

We're growing our Product Operations Team and are looking for a Product Operations Associate to provide front-line call-center and operational support for users of our products and programs.

In this role, you will answer inbound calls and support requests, follow established procedures, perform routine troubleshooting, document issues accurately, maintain complete case records, coordinate handoffs, and escalate matters as needed. You will provide responsive, thorough customer service by understanding the issue, communicating clearly, following through to resolution, and ensuring the customer knows the next steps. You will work closely with Product, Engineering, Operations, and program teams to help users succeed while protecting service quality, compliance, and the overall user experience.

This is an hourly, full-time position designed for someone who is dependable, detail-oriented, professional, and eager to learn. You do not need to be an expert in every tool or process we use. We are looking for someone with strong communication skills, sound judgment, curiosity, patience, and a willingness to learn new systems and procedures.

What You'll Do

• Answer inbound calls and respond to assigned cases, tickets, and support requests during your scheduled shift.
• Use approved scripts, knowledge articles, standard operating procedures, decision trees, and service expectations to provide consistent support.
• Ask clear questions, listen carefully, and gather the information needed to understand each user's request or reported issue.
• Provide routine guidance and troubleshooting for product navigation, account access, workflow questions, and other supported processes.
• Create complete and accurate case records, including the request, relevant details, actions taken, disposition, and next steps.
• Resolve routine questions during the initial interaction when possible.
• Clearly communicate next steps when additional work or escalation is required.
• Escalate technical issues, exceptions, complaints, sensitive matters, potential security or privacy concerns, and requests outside your authority.
• Transfer or route cases accurately and provide complete handoff information to the receiving team.
• Follow up on assigned cases and maintain accurate status information through resolution or formal transfer.
• Identify repeat questions, common user challenges, and potential process or product issues and share observations with your supervisor or team.
• Use case-management, telephony, productivity, and other company systems accurately.
• Protect confidential, personal, client, and company information.
• Participate in required training, coaching, quality reviews, team meetings, and continuous-improvement activities.
• Maintain reliable attendance, punctuality, and availability throughout your scheduled shift.

What We're Looking For

• U.S. citizenship is required. Must be eligible to obtain and maintain a Public Trust clearance.
• Must be located within commuting distance of our Mechanicsburg, PA office.
• This position requires on-site work five days per week during the first 60 days. After that period, a hybrid schedule may be available based on performance and business needs.
• Ability to work a scheduled full-time shift within the 8:00 a.m. to 8:00 p.m. Eastern Time coverage window. Occasional schedule adjustments may be required based on business needs.
• High school diploma or equivalent required; additional education or relevant training is a plus.
• Six months to two years of experience in a call center, customer service, technical support, operations support, banking, lending, government services, or a related environment preferred.
• Clear, professional verbal and written communication skills.
• Strong listening skills and the ability to ask appropriate follow-up questions.
• Strong attention to detail and the ability to enter accurate information into multiple systems.
• Ability to follow documented procedures consistently.
• Ability to recognize when a situation requires escalation or additional guidance.
• Ability to manage multiple cases, priorities, and interactions while maintaining service quality and accurate records.
• Comfort learning new software platforms, case-management tools, call-center systems, and operational processes.
• Demonstrated dependability, professionalism, patience, and a customer-focused approach.
• Ability to work in a call-center environment, including extended periods of computer and phone use.

Work Environment This position requires on-site work five days per week during the first 60 days. After that period, a hybrid (in-office 3 days a week) schedule may be available based on performance and business needs. Because Product Operations supports business-critical products and government programs, team members may occasionally participate in releases, high-priority issue resolution, or critical program activities outside standard business hours.

Benefits

• Competitive salary and performance-based bonuses - paid 2x a year!
• Comprehensive health plans to choose from - Allocore pays up to 94% of the premium
• FREE dental & FREE vision plans for you - and your loved ones!
• 401k with Match - 100% vested immediately!
• Employer-paid life & disability
• Flexible work hours and hybrid work options
• All-you-can-eat snacks!
• Unlimited PTO and company holidays
• Collaborative and inclusive work environment with a diverse team

What to Expect: Step 1 - Apply. It only takes a few minutes! Step 2 - HR Phone Screen. If your application is a good match, you'll hear from one of our recruiters about setting up a phone screen. Step 3 - Interview(s). Now's your chance to learn about the job, show us who you are, share why you would be a great addition to the team, and determine if Allocore is the place for you. Step 4: Decision. The team will discuss - if it's a good fit for us and you, we'll make it official! Candidates selected for a conditional offer of employment will be subject to a background check. A criminal conviction does not automatically disqualify a candidate from consideration; results are evaluated in accordance with applicable laws and job relevance. If you're ready to take your career to the next level and be part of a team that values creativity and innovation, apply now! We can't wait to meet you and see how you'll contribute to our success. Allocore is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate our employees' unique differences because that drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

Texting Privacy Policy and Information:

• Message type: Informational; you will receive text messages regarding your application and potentially regarding interview scheduling.
• No mobile information will be shared with third parties/affiliates for marketing/promotional purposes.
• Message frequency will vary depending on the application process.
• Msg & data rates may apply.
• OPT out at any time by texting "Stop".