Retirement Support Representative III

SchoolsFirst Federal Credit Union•Santa Ana, CA

13d•Onsite

About The Position

Supports advisors and managers within the Member Retirement Planning (MRP) and Retirement Builder Plan (RBP) department(s). Provides prompt, accurate, and high-quality service to Members and branch Teammembers by phone, email, and mail regarding general investment and retirement account inquiries. Responds to incoming phone calls and emails from Members, Participants, and internal Teammembers, providing basic information on retirement account processes and forms. Supports resolution of escalated issues by researching non-routine scenarios and providing accurate, policy-aligned responses under limited supervision. Escalates inquires to Retirement Support Specialists, as needed. Schedules advisor appointments, confirms availability, and manages calendar logistics through internal tools. Prepares and organizes Member documentation; scans, logs, and routes requests for advisor or processing team review. Follows established job aides to ensure compliance and consistency in processing common transactions such as distributions, loans, and rollovers. Reviews basic Member forms for completeness and flags missing information before escalation. Maintains call documentation and internal communication logs with attention to accuracy and detail. Participates in onboarding, team huddles, and training sessions to build retirement product knowledge and service readiness. Supports administrative tasks such as preparing mailings, tracking service requests, and supporting cross-functional teams with ad hoc assignments. Performs other duties as assigned. Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions.

Requirements

High School Diploma or GED required
3-5 years of prior related experience required
Maintains thorough knowledge of investment and retirement products including but not limited to, all IRA products, 529, 457(b), 403(b) and Life Insurance.

Nice To Haves

Previous experience in retirement plan operations or financial services preferred
Series 6, 63/65, or 66 preferred
Life Insurance license preferred

Responsibilities

Supports advisors and managers within the Member Retirement Planning (MRP) and Retirement Builder Plan (RBP) department(s).
Provides prompt, accurate, and high-quality service to Members and branch Teammembers by phone, email, and mail regarding general investment and retirement account inquiries.
Responds to incoming phone calls and emails from Members, Participants, and internal Teammembers, providing basic information on retirement account processes and forms.
Supports resolution of escalated issues by researching non-routine scenarios and providing accurate, policy-aligned responses under limited supervision.
Escalates inquires to Retirement Support Specialists, as needed.
Schedules advisor appointments, confirms availability, and manages calendar logistics through internal tools.
Prepares and organizes Member documentation; scans, logs, and routes requests for advisor or processing team review.
Follows established job aides to ensure compliance and consistency in processing common transactions such as distributions, loans, and rollovers.
Reviews basic Member forms for completeness and flags missing information before escalation.
Maintains call documentation and internal communication logs with attention to accuracy and detail.
Participates in onboarding, team huddles, and training sessions to build retirement product knowledge and service readiness.
Supports administrative tasks such as preparing mailings, tracking service requests, and supporting cross-functional teams with ad hoc assignments.
Performs other duties as assigned.
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.