Retail Information and Support Specialist

Position Summary

The Retail Information and Support Specialist is responsible for coordinating, gathering, and organizing documentation to support retail and business inquiries. This role serves as a central point of contact between cross-functional teams, ensuring that requested information is accurate, complete, and delivered within established timelines. The Specialist researches policies, procedures, operational processes, and business requirements; collaborates with subject matter experts to obtain supporting materials; maintains document repositories; and provides clear, timely communication to stakeholders.

 

The incumbent works with Retail Banking management and employees in servicing member clients requiring immediate resolution. The incumbent conducts quality assurance reviews throughout the organization, with a focus on all Retail Banking channels. The incumbent performs duties in adherence with Tech CU policies, procedures, guidelines, and compliance objectives while supporting organizational values.

Responsibilities

Essential Duties

• Collaborates with the Financial Investigations Unit on time-sensitive requests for information and suspicious activities.
• Resolves escalated member service and account administration issues, including deceased account processing, through phone, email, written correspondence, and case management while meeting established compliance timelines.
• Contacts members to verify the legitimacy of transactions, mitigate financial risk, and comply with regulatory rules.
• Ensures all transactions and customer requests are completed within defined service level times while meeting accuracy and productivity standards.
• Responds to questions regarding account operations and compliance received from internal departments.
• Acts as the subject matter expert for IRA/HSA products, administering account opening, transfers, distributions, annual reporting, and ongoing account maintenance and data integrity reviews.
• Administers the IRA/HSA page on Tech CU’s website, including investment information updates, approving IRA/HSA forms, and reviewing member’s online initiated forms.
• Liaises with IRA and HSA vendors and participates on periodic project teams.
• Develops, maintains, and delivers Retail Banking knowledge resources, training programs, job aids, and policy communications related to IRA/HSA and specialized account products.
• Maintains Retail Banking policies, procedures, job aids, disclosures, and member-facing documents and communicates updates to staff as needed.
• Creates and updates Retail Banking content in the Knowledge Management System
• Performs first- and second-level quality reviews of account documentation, signature records, and critical data changes to ensure accuracy, completeness, and proper documentation.
• Conducts monthly, semi-annual and annual verifications of cash and all other negotiables in accordance with Retail Banking policies and procedures.
• Reviews branch certifications and supporting documentation for internal control and compliance.
• Prepares operational, audit, and compliance reports, analyses, and review findings for management.
• Conducts review of Trust and Fiduciary account documents in support of all Retail Banking units.
• Reviews trust, fiduciary, legal, and operational documentation to ensure compliance with regulatory requirements, internal controls, and account administration standards.
• Reviews all other legal documents related to account maintenance including court orders, death certificates, etc.
• Validates email, statement insert, and direct mail data lists used for periodic member communication.
• Handles special member service projects.
• Seeks out efficiencies and process improvements within scope of duties.

Work Schedule

• Full-time; typically 40 hours/week
• 8:30am-5:00pm, Pacific Time, M-F (or as directed by management)
• Occasional overtime
• Flexibility to occasionally work early or late hours, and extended weekend hours, typically with advance notice

Workplace Essentials                                           

• Supports Tech CU’s Mission and Vision and consistently demonstrates Tech CU’s Values (Accelerate, Collaborate, Innovate and Cultivate).
• Meets with manager on a regular basis to discuss goal alignment, performance metrics, and development plans.
• Complies with Tech CU policies and procedures.
• Upholds employee Code of Conduct and Business Ethics and ensures confidentiality of the workplace.
• Complies with requirements imposed by federal, state and local agencies.
• Adheres to internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Qualifications

Education: A.A. Degree or equivalent related work experience.

Experience: 3+ years of experience in banking, including solid experience in IRA and HSA documentation/accounts. Experience with audit duties preferred.

Knowledge/Skills/Abilities:  

• Strong knowledge of regulatory environment, financial products and services and financial services industry
• Subject matter expertise in IRA and HSA regulations, accounts, and rollovers that is appropriate for a financial institution
• Solid knowledge of documentation for trusts, court orders, levies, and subpoenas
• In-depth knowledge of credit union financial operations and core system
• Solid awareness of credit union back office service operations, rules, regulations, policies and procedures
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook
• Maintains a positive disposition and team oriented work style
• Strong service ethic and ability to work with other business units
• Excellent time management skills, prioritizes well, very organized, thorough follow-up
• Demonstrates a sense of urgency when responding to all types of requests
• Demonstrates accuracy, thoroughness and attention to detail in all work
• Committed to excellence
• Strong analytical, written/verbal communication, interpersonal, and relationship building skills
• Highly adaptive and open to changes as the organization grows and its needs evolve. 

Licensing/Certifications: Certified IRA Professional (CIP) Certification is preferred.

 

Travel: Occasional travel may be required to Tech CU locations outside the main headquarters offices, or to local all-employee meetings.

 

Typical Working Conditions: Office environment with interaction with a variety of internal and external parties. May work remotely as determined by business need and individual performance.

 

Equipment Used: Routinely uses standard office equipment, including computer, phone, copier and other devices.

 

Physical Requirements:  

• Sight is required to distinguish between various denominations of coin and currency
• While in the facility may sit 70% of the day
• Keyboard and read computer screen for 85% of time during which one is seated
• Move about the branch approximately 30% of the day
• Occasional to moderate lifting (25 pounds or less) is necessary

 

Pay and Benefits

• Position Grade: 104
• Salary Range: minimum-$72,000, midpoint-$85,000, maximum-$98,000
• Work Location: The salary range listed is based on working in San Jose, CA. If you work remotely, your salary will be adjusted based on your geographic location.
• Typical Starting Pay: Most new hires start between the minimum and midpoint of the range (adjusted for work location if applicable), based on experience and qualifications.
• Bonus Potential: Target 7% of base salary based on company and individual performance

Tech CU is a pay-for-performance organization. We benchmark base pay to the 50th percentile of our market and offer incentive-based compensation tied to individual and company goals.

 

Tech CU offers a comprehensive benefits package, including:

• Health Coverage: Medical, dental, and vision plans
• Income Protection: Life and disability insurance
• Retirement: 401(k) plan with company match
• Paid Holidays: 12 days annually
• Paid Time Off (PTO):
• Accrues at 5.54 hours per bi-weekly paycheck (approximately 18 days per year)
• Increases with length of service
• Voluntary Time Off (VTO):
• 8 hours annually for full-time employees to support charitable organizations
• Additional Benefits:
• Flexible Spending Accounts
• Employee-paid voluntary benefits
• Leaves of absence in compliance with state and federal regulations