Your Account Representative — who they are and how they help you
When you start exploring Retired.com, you're assigned an Account Representative who's your guide through account opening and first funding. This article covers who they are, what they help with, and how the handoff to the Service Team works after your account is funded.
Steps / Explanation
An Account Representative is a Retired.com team member assigned to you during onboarding. The Account Representative helps you understand the platform, choose the right account type, and complete the application process. After the account is funded, the primary client contact transitions to the Service Team, though clients may still reach out to their Account Representative directly.
This article focuses on the Account Representative's onboarding role. For their continuing role after funding, and the handoff to the Service Team, see "The Service Team — your primary contact after funding".
What the Account Representative helps with
The Account Representative is your single point of contact through the account-opening phase. Common things they help with:
Choosing an account type. Traditional, Roth, SEP, SIMPLE, Solo 401(k) — your Account Representative can walk through which fits your situation. They are not a tax advisor; for tax-decision questions ("should I do a Roth conversion this year?"), they will refer you back to your own tax advisor.
Understanding the Self-Directed model. What makes a Self-Directed IRA different from a conventional IRA, what assets you can hold, how the "How Retired.com works — the platform and custodian model explained" works in practice.
Walking through the application. What to have ready, what each section asks for, what to expect on identity verification. See "Step-by-step: How to open an account" and "What to have ready before you apply".
Coordinating your first funding event. Whether you're contributing from a bank account, transferring from another IRA, or rolling over from an employer plan, the Account Representative helps initiate the first move and answers questions about the path.
Connecting you with the right team for specialized questions. If your situation involves a specific investment type (real estate, private equity, cryptocurrency, Bundles) or a specific service (third-party access grants, beneficiary structures, business documentation for SEP / SIMPLE / Solo 401(k)), the Account Representative will introduce you to the right specialist.
What the Account Representative does not do
A few things to keep clear about the Account Representative's role:
They do not advise on investments. Digital Trust is the custodian for Retired.com accounts. The Account Representative can describe how to invest, what's possible inside an SDIRA, and how the mechanics work — but they cannot tell you what to invest in or whether a particular investment is a good idea. Investment decisions are yours. We recommend consulting a tax advisor or attorney for guidance specific to your situation.
They do not provide tax or legal advice. Questions about deductibility, conversion strategy, estate planning, or how a specific transaction will be taxed are advisory questions for a tax advisor or attorney.
They do not evaluate investment opportunities you're considering. A sponsor, deal, or token you're thinking about investing in is your due diligence, not the Account Representative's.
These are not Account-Representative-specific limitations — they apply to everyone at Retired.com. Digital Trust, the custodian, doesn't evaluate investments either, and neither does anyone on the Retired.com platform team. See "How Retired.com works — the platform and custodian model explained".
When the handoff to the Service Team happens
The handoff happens when your first funding event lands in the account. After that:
The Service Team becomes your default contact for ongoing transactions, documentation, account changes, and information requests.
Your Account Representative remains available for questions about additional account types, new funding events, or anything where their onboarding context is useful.
Most account holders continue to interact mostly with the Service Team after funding, with occasional outreach to the Account Representative when something specific to onboarding or strategy comes up.
The boundary isn't strict. Your Account Representative won't refuse to take a Service-Team-type question, and vice versa. The convention is about efficient routing, not exclusivity.
How to reach your Account Representative
Your Account Representative's contact information is provided when you're first introduced. Typically you'll have:
A direct phone number
A direct email address
Optionally, calendar booking access for scheduled calls
If you've lost contact details, or if your Account Representative is unavailable when you need help, the Service Team can re-introduce you or assist directly.
What to expect from a first conversation
If you haven't yet talked with an Account Representative, the first conversation is usually 20 to 45 minutes. Topics that typically come up:
Your basic situation and what brought you to Retired.com (rollover from a former employer, looking for alternative-asset access, sibling brand client moving over, etc.).
The account type that fits your situation.
The funding path you're planning.
The kinds of investments you're considering. The Account Representative can describe what's supported on the platform and coordinated custodially through Digital Trust; they can't advise on whether a specific investment is sound.
Your timeline.
Coming prepared with even rough answers to these questions makes the conversation faster. If you've reviewed "What to have ready before you apply" before the call, you're already most of the way there.
Common questions
Do I have to talk to an Account Representative before I can open an account?
No. The online application is self-service — you can open an account without an Account Representative conversation. The Account Representative role exists for account holders who want help choosing an account type, understanding the platform, or navigating a complex funding situation. Many account holders find a short Account Representative conversation saves time overall, but it's not required.
Can my Account Representative tell me which investment to make?
No. Retired.com does not advise on investments. The Account Representative can describe what's possible inside an SDIRA and walk through the mechanics, but they cannot evaluate a specific investment or recommend whether to make it. We recommend consulting a tax advisor or attorney for guidance specific to your situation.
Will my Account Representative change over time?
Generally, no — the same Account Representative stays as your onboarding point of contact. If an Account Representative leaves the company, your account is reassigned and you'll be introduced to the new Account Representative. Day-to-day after funding, your interactions are typically with the Service Team rather than a specific Account Representative, so any reassignment matters less than it might at a brokerage where the Account Representative doubles as an ongoing advisor.
Is my Account Representative paid based on what I invest in?
Account Representative compensation is governed by Retired.com's internal policies, which are designed to avoid creating incentives for any particular investment type or activity. The Account Representative does not earn commission tied to specific investments held in your account. If you have specific questions about compensation structure, contact the Service Team.
Need more support? Contact our Service team
Select "Start a Conversation" from the Chat menu or call us at 1-800-RETIRED