Retail Information and Support Specialist

Technology Credit Union•San Jose, CA

About The Position

The Retail Information and Support Specialist coordinates, gathers, and organizes documentation for retail and business inquiries, serving as a central point of contact across teams to ensure information is accurate, complete, and provided on time. The role researches policies, procedures, operational processes, and business requirements; works with subject matter experts to collect supporting materials; maintains document repositories; and communicates clearly with stakeholders. It supports Retail Banking management and employees in resolving member issues, performs quality assurance reviews across the organization with a focus on Retail Banking channels, and adheres to Tech CU policies, procedures, guidelines, compliance objectives, and organizational values. The Specialist handles escalated service and account administration matters, collaborates with the Financial Investigations Unit on time-sensitive information requests, and contacts members to verify transactions and mitigate risk. The role is the subject matter expert for IRA/HSA products and oversees related account administration, website content, vendor coordination, training resources, policies, and member-facing documents. It also reviews account, trust, fiduciary, legal, and operational documentation; conducts cash and negotiable verifications; reviews branch certifications; validates member communication data lists; and prepares operational, audit, and compliance reports and findings. This is a full-time role, typically working 40 hours per week, Monday through Friday, 8:30 a.m. to 5:00 p.m. Pacific Time, 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 work is generally in an office environment with interaction with internal and external parties; remote work may be possible based on business needs and individual performance. Occasional travel to Tech CU locations outside the main headquarters offices or to local all-employee meetings may be required.

Requirements

Associate of Arts 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.
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 in responding to requests.
Accuracy, thoroughness, and attention to detail.
Commitment to excellence.
Strong analytical, written and verbal communication, interpersonal, and relationship-building skills.
Adaptability and openness to organizational change.
Ability to meet the stated physical requirements, including distinguishing coin and currency denominations, sitting, keyboarding and reading a computer screen, moving about the branch, and occasional to moderate lifting of 25 pounds or less.

Nice To Haves

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

Responsibilities

Collaborate with the Financial Investigations Unit on time-sensitive requests for information and suspicious activities.
Resolve escalated member service and account administration issues, including deceased account processing, through phone, email, written correspondence, and case management while meeting compliance timelines.
Contact members to verify transaction legitimacy, mitigate financial risk, and comply with regulatory rules.
Complete transactions and customer requests within defined service-level times while meeting accuracy and productivity standards.
Respond to internal department questions about account operations and compliance.
Administer IRA/HSA account openings, transfers, distributions, annual reporting, ongoing maintenance, and data integrity reviews.
Administer the IRA/HSA page on Tech CU’s website, update investment information, approve IRA/HSA forms, and review 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.
Perform first- and second-level quality reviews of account documentation, signature records, and critical data changes.
Conduct monthly, semi-annual, and annual verifications of cash and other negotiables in accordance with 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 all Retail Banking units.
Review trust, fiduciary, legal, and operational documentation for regulatory, internal-control, and account-administration compliance.
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 the role.
Support Tech CU’s mission and vision and demonstrate its values; discuss goal alignment, performance metrics, and development plans with the manager; comply with policies, procedures, conduct and ethics requirements, confidentiality expectations, applicable laws and regulations, and internal controls and security measures.

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, with increases based on 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.