CUSG

• Support the health and day-to-day operations of CUSG’s AWS-hosted platforms including compute, storage, networking, databases, and CDN. • Coordinate with the MSP on SLAs, change management, escalation paths, and optimization initiatives. • Implement and maintain security protocols, assist with vulnerability management, and support incident response practices for financial services environments. • Partner with the CISO on security posture, compliance requirements, and audit readiness. • Provide technical input into hosting platform evaluations and support architecture reviews and transition planning as directed by the Director of Platform Engineering. • Contribute to a culture of operational excellence and continuous learning. • Coordinate with third-party vendors including the MSP supporting AWS operations. • Monitor resource utilization and assist with capacity forecasting. • Maintain and test backup strategies, DR runbooks, and recovery procedures in collaboration with the CTO, CISO, and Security Team. • Participate in on-call rotations alongside the CTO and CISO. • Maintain up-to-date documentation of architecture, configurations, runbooks, and procedures.

• Responsible for quickly and accurately conducting the survey send process for 15+ credit unions. • Participate in QA process by auditing data from other Operations Service Specialists to ensure accuracy. • Updating and checking for accurate information through Pending Sends and ClickUps tasks columns. • Facilitate response rate collection and reporting for all clients, uploading to the MemberXP system. • Updating current data in all websites by completing monthly Retention and File Maintenance. • Protect client data and maintain confidentiality. • Maintain log of hours worked by client. • Other duties as assigned.

• Oversee the setup, configuration, and maintenance of web hosting servers, databases, and related technologies. • Implement and maintain security protocols and measures to protect web hosting infrastructure against cyber threats and vulnerabilities. • Work with the CTO and a team of web hosting technicians and application developers. • Monitor server resources and plan for capacity upgrades as needed to accommodate growing web hosting requirements. • Collaborate with third-party vendors and service providers to ensure effective hosting solutions. • Develop and maintain backup and disaster recovery plans to safeguard data and ensure business continuity. • Analyze and optimize server performance, including load balancing, caching, and content delivery networks (CDNs). • Maintain accurate and up-to-date documentation of server configurations, processes, and procedures.

• Coordinate 1:1 and group client meetings before, during, and after in person events to maximize event ROI. • Manage event attendee lists, complete outbound outreach, and secure scheduled meetings with prospects and clients. • Conduct outbound calling, emailing, and LinkedIn outreach to fill travel schedules and appointment calendars for field sales, NBCs and travelling solutions consultants. • Drive early-stage pipeline activity by securing qualified first meetings and supporting outbound activity targets. • Create and execute product specific nurture campaigns, including products with long sales cycles (e.g., MXP: 9–18 months). • Coordinate and facilitate operational alignment meetings across Sales, Marketing, Partnerships, and Product. Support cross-functional initiatives that expand opportunity value and deepen customer engagement. • Execute coordinated outbound outreach (phone, LinkedIn, email, automation) to schedule meetings with bank prospects and other new verticals. • Distribute new inbound and marketing-generated leads promptly to appropriate sales resources. Manage leads from unmanned webinars, user group meetings, and outbound campaigns, ensuring timely follow-up. • Maintain accurate Salesforce records, including activities, meetings, prospects, and nurture statuses. Support reporting needs, including pipeline activity, meeting volume, event impact, and outbound metrics.

• Professionally provide answers and solutions to clients contacting the HR Performance Solutions CES teams via phone, email and chat, demonstrating excellent product knowledge, thoroughness, and responsiveness in all client interactions. • Manage documenting all client interactions within the Customer Service Management (CRM) • Be resourceful in using the various tools to research questions and solutions by collaborating with other team members. • Perform testing of potential defects within the application(s) and document and communicate those to the product development team. • Participate in application testing to ensure new software updates and defect fixes are ready to be released. • Contribute to the growth of the product knowledge base by assisting in the creation of product documentation with articles, videos and other presentation or training tools. • Develop a solid understanding of customer service processes and operating procedures. • Establish and maintain effective and proactive working relations, communication, and coordination with MCUL & Affiliate personnel and with management. • Perform other duties as assigned.