Affiliate Support Specialist

Job Description

Job Description

Description:

Position Summary

Legacy Capital Services is seeking a resourceful Affiliate Support Specialist who takes ownership of partner requests and follows through to resolution. You will help affiliate partners navigate program requirements and support processes, research concerns, coordinate with internal teams, and provide accurate updates. This role suits someone who enjoys solving problems, learning new systems, and improving the way a team works.

Key Responsibilities

• Affiliate support: Provide timely, accurate and professional assistance with partner inquiries, onboarding and operational requests.
• Case ownership: Manage assigned requests from initial contact through resolution or an accepted handoff. Track outstanding items and follow up with the appropriate teams.
• Research and verification: Review procedures, systems, case history and relevant communications. Use reasonable troubleshooting and confirm unclear information before acting.
• Partner communication: Acknowledge concerns, explain when an investigation requires additional time, and provide progress updates and confirmed solutions or next steps.
• Manager escalation: Bring unresolved issues to the Affiliate Support Manager with relevant background, research completed, actions attempted and the specific assistance needed.
• Documentation and accuracy: Maintain clear records of requests, research, actions, status, resolutions and follow-up. Review transactions and account updates carefully.
• Workload management Balance: competing priorities and deadlines. Break complex assignments into manageable steps and communicate directly with the manager when support or reprioritization is needed.
• Collaboration and adaptability: Coordinate with Operations, Client Care, Sales, Accounting, IT and other support teams. Cross-train and provide coverage as business needs evolve.
• Testing and improvement: Validate new or revised templates, forms, reports, spreadsheets and workflows before use. Identify recurring concerns and recommend clearer or more efficient procedures.
• Professional discretion: Handle affiliate, client and financial information responsibly and follow established company policies and approval requirements.
• Other duties as assigned. 

• High school diploma or equivalent required; college degree preferred. 
• At least three (3) year of experience in affiliate support, customer support, account support, operations or administrative coordination, preferably in a high-volume environment.
• Strong written and verbal communication skills, including professional partner updates and clear internal escalation summaries.
• Demonstrated problem-solving ability and sound judgment, with the ability to research independently and recognize when manager assistance is needed.
• Ability to manage multiple requests and deadlines while maintaining accuracy and dependable follow-through.
• Experience using CRM, case management, ticketing or similar business systems, with the ability to learn new platforms quickly.
• Proficiency with Microsoft Outlook, Teams and Word, plus intermediate Excel skills for reviewing data and validating spreadsheets.
• Strong documentation habits, attention to detail and discretion with sensitive information.
• Ability to interpret established policies and program requirements and explain them clearly to affiliate partners. 
• Experience with Salesforce and Airtable, preferred.
• Experience supporting affiliate networks or business partners, including onboarding, training or account administration, preferred.
• Experience reviewing commission reports, payment information or operational data, preferred.
• Experience improving procedures, creating support resources or testing forms, spreadsheets and workflows, preferred

Core Competencies 

• Customer Service Excellence 
• Communication Skills 
• Problem-Solving 
• Organizational Skills 
• Team Collaboration 

Typical Work Environment/Conditions: Cubicle, air conditioned, moderate noise, extended phone and computer usage. 

Essential Functions/Physical Requirements: Ability to sit for long periods of time, speak on the phone, extended computer and keyboard use.

We are an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.