Retail Information and Support Specialist

Technology Credit Union•San Jose, CA

6d•$72,000 - $98,000

About The Position

The Retail Information and Support Specialist coordinates, gathers, organizes, and maintains documentation to support retail and business inquiries. The position serves as a central point of contact among cross-functional teams, researching policies, procedures, operational processes, and business requirements, and ensuring information is accurate, complete, and delivered on time. The Specialist collaborates with subject matter experts, maintains document repositories, and communicates clearly with stakeholders. The role works with Retail Banking management and employees to resolve member-client needs, including time-sensitive matters. It performs quality assurance throughout the organization, with a focus on Retail Banking channels, and follows Tech CU policies, procedures, guidelines, and compliance objectives while supporting organizational values. The position is full-time, typically 40 hours per week, working 8:30 a.m.–5:00 p.m. Pacific Time, Monday through Friday, or as directed by management. Occasional overtime and flexibility to work early or late hours and extended weekend hours may be required, typically with advance notice. The position is based in an office environment and involves interaction with internal and external parties. Remote work may be available as determined by business need and individual performance. Occasional travel to Tech CU locations outside the main headquarters or to local all-employee meetings may be required.

Requirements

A.A. degree or equivalent related work experience.
At least 3 years of banking experience, including solid experience with IRA and HSA documentation and accounts.
Strong knowledge of the regulatory environment, financial products and services, and the financial services industry.
Subject matter expertise in IRA and HSA regulations, accounts, and rollovers 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 systems.
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.
Positive disposition and team-oriented work style.
Strong service ethic and ability to work with other business units.
Excellent time management, prioritization, organization, and follow-up skills.
Sense of urgency when responding to requests.
Accuracy, thoroughness, and attention to detail.
Strong analytical, written and verbal communication, interpersonal, and relationship-building skills.
Adaptability and openness to change as the organization grows and its needs evolve.
Ability to travel occasionally to Tech CU locations outside the main headquarters or to local all-employee meetings.
Ability to meet the stated physical requirements, including distinguishing coin and currency denominations, sitting, keyboarding and reading a computer screen, moving about a branch, and occasional to moderate lifting of 25 pounds or less.

Nice To Haves

Experience with audit duties is preferred.
Certified IRA Professional (CIP) certification is preferred.

Responsibilities

Collaborate with the Financial Investigations Unit on time-sensitive information requests and suspicious activities.
Resolve escalated member service and account administration issues, including deceased account processing, through phone, email, written correspondence, and case management within compliance timelines.
Contact members to verify transaction legitimacy, mitigate financial risk, and comply with regulatory rules.
Complete transactions and customer requests within service-level timelines while meeting accuracy and productivity standards.
Respond to internal department questions about account operations and compliance.
Serve as the subject matter expert for IRA/HSA products, administering account openings, transfers, distributions, annual reporting, ongoing maintenance, and data-integrity reviews.
Administer the IRA/HSA webpage, including updating investment information, approving IRA/HSA forms, and reviewing member-initiated online forms.
Liaise with IRA and HSA vendors and participate in periodic project teams.
Develop, maintain, and deliver Retail Banking knowledge resources, training programs, job aids, and policy communications related to IRA/HSA and specialized account products.
Maintain Retail Banking policies, procedures, job aids, disclosures, and member-facing documents, and communicate updates to staff.
Create and update Retail Banking content in the Knowledge Management System.
Conduct first- and second-level quality reviews of account documentation, signature records, and critical data changes for accuracy, completeness, and proper documentation.
Conduct monthly, semi-annual, and annual verifications of cash and other negotiables according to Retail Banking policies and procedures.
Review branch certifications and supporting documentation for internal control and compliance.
Prepare operational, audit, and compliance reports, analyses, and review findings for management.
Review Trust and Fiduciary account documents in support of Retail Banking units.
Review trust, fiduciary, legal, and operational documentation for compliance with regulatory requirements, internal controls, and account-administration standards.
Review legal documents related to account maintenance, including court orders and death certificates.
Validate email, statement-insert, and direct-mail data lists used for periodic member communications.
Handle special member service projects.
Identify efficiencies and process improvements within the scope of duties.
Support Tech CU’s mission and vision and demonstrate its values: Accelerate, Collaborate, Innovate, and Cultivate.
Meet regularly with the manager to discuss goal alignment, performance metrics, and development plans.
Comply with Tech CU policies and procedures, the employee Code of Conduct and Business Ethics, and applicable federal, state, and local requirements.
Maintain workplace confidentiality and follow internal control and security measures designed to ensure regulatory compliance and mitigate losses and errors.

Benefits

Medical, dental, and vision plans.
Life and disability insurance.
401(k) plan with company match.
12 paid holidays annually.
Paid time off accruing at 5.54 hours per bi-weekly paycheck (approximately 18 days per year), increasing with length of service.
Eight hours of annual voluntary time off for full-time employees to support charitable organizations.
Flexible Spending Accounts.
Employee-paid voluntary benefits.
Leaves of absence in compliance with state and federal regulations.
Target bonus potential of 7% of base salary based on company and individual performance.