Retail Information and Support Specialist

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.

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…