Retail Support Specialist I

Company Expectations

In the performance of their respective responsibilities, all employees are expected to perform the following:

• Predictable and reliable attendance as required to successfully perform the duties of the position.
• Foster a positive and supportive work environment conducive to the credit union’s culture initiatives by adhering to Mainstreet Credit Union’s service standards and values. 
• Ability to perform job expectations in an accurate and efficient manner.
• Complete required new hire, on-the-job and additional training as indicated by management and company policy.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.
• Comply with all Mainstreet Credit Union policies and procedures as communicated in the Employee Handbook or elsewhere.

Position Overview

The Retail Support Specialist provides advanced operational support to retail in the areas of account servicing, regulatory documentation, and specialized deposit accounts. This role serves as a subject matter expert in Individual Retirement Accounts (IRAs), Trust accounts, Powers of Attorney (POAs), and other complex deposit relationships, ensuring compliance and accuracy across all retail. The position also provides ongoing assistance and guidance to front-line staff related to branch operations, policy adherence, system usage, and member account servicing. This role administers IRA platform and maintains adherence to regulatory requirements.

Major Responsibilities

1.      Serve as the primary resource for IRA-related account opening, maintenance, transactions, and reporting.

2.      Process IRA distributions, contributions, transfers, and year-end tax reporting (Forms 5498 and 1099-R).

3.      Manage the IRA platform and ensure compliance with IRS regulations and credit union procedures.

4.      Review and interpret legal documents related to Trusts, POAs, and other specialty account types; provide guidance to branch staff on proper documentation and account setup.

5.      Provide daily operational support to retail employees for member servicing, transaction processing, and system navigation.

6.      Assist in training efforts and implementation of new retail processes, products, and systems.

7.      Track and report operational errors or exceptions to identify trends and improvement opportunities.

8.      Respond promptly to operational inquiries via email, internal messaging, and phone from branch personnel.

9.      Conduct one-on-one or small group training sessions on operational and compliance topics.

10.  Identify knowledge gaps within retail teams and recommend training, tools, or procedural enhancements.

11.  Stay informed on regulatory changes affecting IRAs, POAs, Trust accounts, and general deposit operations.

12.  Escalate complex or unusual account situations to appropriate departments while ensuring timely resolution.

13.  Oversee safe deposit box administration, including documentation, secure access, billing, and regulatory compliance.

14.  Identify and recommend process enhancements to improve efficiency, reduce risk, and elevate the member experience.

15.  Collaborate with cross-functional teams to align operational practices with credit union goals and strategic initiatives.

16.  Partner with the IT team to support system configurations and updates related to retail operations.

17.  Monitor and report on key performance indicators as directed by leadership to support department goals.

18.  Ensure compliance with all applicable federal, state, and NCUA regulations by partnering with the Compliance team.

19.  Contributes to the development and maintenance of procedures, workflows, training guides, and policy documentation.

20.  Demonstrate adaptability, initiative, and a commitment to continuous learning and professional development.

Required Qualifications 

• Minimum of 3 years' experience in retail banking, branch operations, or deposit account servicing.
• Strong knowledge of IRAs, Trusts, Powers of Attorney (POAs), and Safe Deposit Boxes procedures.
• Experience supporting front-line teams or delivering operational training is preferred.
• High school diploma or GED required
• High attention to detail and the ability to plan and execute multiple projects while balancing department or organizational demands is a must. 
• Experience with and a strong understanding of consumer deposit products, including checking, savings, Money Market and Share Certificates as well as associated services.   
• Strong interpersonal skills. 
• Problem solving ability. 
• Ability to perform job expectations in an accurate and efficient manner. 
• Advanced or proficient experience with Microsoft Office products and other technologies. 
• Ability to work and communicate within a team structure. 
• Courtesy, tact, and diplomacy are essential elements of the job. 
• Exhibits team building philosophy.  
• Must independently meet multiple deadlines. 

Physical Requirements 

• Regularly required to stand; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear.  Frequently required to walk and stand.  Occasionally required to stoop, kneel, crouch, or crawl. 
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. 
• Does require occasional lifting, up to 50 pounds