Member Solutions Specialist Location: East Lansing, MI, United States Full-time Hybrid Job Description: Member Solutions Specialists assist members facing financial difficulties by finding creative solutions to help them meet their financial obligations. They educate and empower members to make informed financial decisions, focusing on maintaining membership with the Credit Union. The role involves working with delinquent accounts and negative share balances, communicating loss mitigation options, and identifying financial solutions while protecting the Credit Union's interests. Work Arrangement: This position is able to work onsite or hybrid (able to work 1-2 days/week remotely) at our East Lansing Headquarters after training is complete (4-6 weeks). Schedule: - Standard Week: - Monday - Wednesday 8:30am - 5:00pm ET - Thursday 10:00am - 6:30pm ET - Friday 8:30am - 5:00pm ET - Rotation Week (every other week): - Monday - Wednesday 8:30am - 5:00pm ET - Thursday Off - Friday 8:30 - 7:00pm ET - Saturday 9:00am - 3:00pm ET An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. Compensation & Benefits: - Hourly Range: - Level I - $18.00 - $20.00 per hour, depending on experience - 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums - Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays - 401(k) with a company match - Tuition Reimbursement - Up to 12 Weeks of Paid Parental Leave Essential Duties and Responsibilities: Level I - - Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. - Manage share and loan collection queues, adhering to department processes, procedures, applicable laws, regulations, and collection policies. - Manage internal team communication spaces and reports that include returned checks, preauthorized Visa debit transactions, merchant force-posted transactions, account service charges, and overdraft transactions related to Balance Shield and/or Courtesy Pay or Courtesy Pay for Debit, and applicable service charges. - Assist members to resolve negative balances and delinquent loan payments, whether through outreach via phone or assisting those calling into the Credit Union, utilizing effective communication and negotiation skills to facilitate repayment or resolution. - Recommend charge-offs for negative shares and delinquent loans and recommend repossession of delinquent secured loans. - Address escalated member situations and take appropriate actions to resolve them. - Thoroughly and timely document all collection efforts and member contacts to ensure updated information is available to staff. - Offer financial counseling and assistance, understanding various income types, and refer to external Credit Union resources and partners when necessary. - Participate in department initiatives, promotions, and achieve assigned goals. - Collaborate with Recovery to determine the next steps in the collection process as needed. - Perform daily balancing of financial transactions. - Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. - Perform other duties as assigned. Level II - - Collect on specialized subsets of the consumer loan portfolio to ensure that consistent and prompt attention is given to first payment default accounts, affiliate brand accounts, and commercial accounts, as necessary. - Collaborate with management to identify and implement training opportunities. - Determine and share forward areas of efficiency as it pertains to the delinquency management system and ancillary systems used. - Update, create, and present training documents for department processes and guidelines to aid in career growth and development of self and team members. - Consistently achieve assigned goals and motivate others to do the same, maintaining high engagement in department initiatives and promotions. - Onboard and train new employees in the department and assist with the on-going development of Member Solutions Specialists. Senior Level - - Consistently take ownership of situations and resolve them independently. - Model proficiency in creating solutions to minimize or reduce risk to the Credit Union. - Serve as a key resource in the department with extensive knowledge of Credit Union products, services, policies, and procedures. - Lead co-workers to take ownership and engage them in department initiatives and promotions. - Act as a mentor and provide guidance in the absence of management presence, as appropriate. - Provide assistance with escalated member interactions, providing superior service to the member and employee, as well as provide a summary of actions taken following the interaction. - Identify and share systemic feedback with other areas of the Credit Union to help mitigate potential losses. Job Requirements: Level I: - High school diploma or equivalent. - Prior experience in financial institution, collections, or similar Level II: - Prior experience in a collections or member service position at a financial institution or financial services agency required. - Possess or be in pursuit of obtaining the Certified Credit Union Financial Counselor certification. Senior Level - Prior experience in asset recovery at a financial institution, financial services agency or similar. - Prior experience in training or leading a team of peer contributors or completion of a Credit Union leadership program. - Possess the Certified Credit Union Financial Counselor certification. Competencies: - Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate. - Functional Competencies: - Adherence to Procedures - Includes knowledge of relevant external and internal policy and compliance procedures. - Analytical Thinking - Breaks down complex information into smaller parts. - Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement. - Detail Oriented - Ensures information is complete and accurate. Adheres to processes as outlined. Follows up to ensure quality and completion of work. - Initiative - Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements. - Knowledge Sharing - Uses formal, informal, and systematic methods to impart information onto others. - Process Knowledge - Demonstrates knowledge of procedures and department or Credit Union processes and utilizes this knowledge to inform decisions. - Self-Awareness - Self-reflects on behavior and how emotions affect others. Situationally modifies behavior to improve outcomes and build relationships. Knows, leverages, and displays strengths and vulnerabilities. - Systems Knowledge - Demonstrates knowledge of specific Credit Union programs and applications and successfully navigates these systems. - Time Management - Manages time and resources to ensure that work is completed efficiently. Physical Demands and Work Environment: - May be required to remain in a stationary position for an extended period. - Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage. - Occasionally needs to move about inside of an office area. - Exposure to potentially hazardous conditions, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize exposure. - This position can work in hybrid or onsite working arrangements. Disclaimer: - Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate. - MSUFCU is an affirmative-action, equal-opportunity employer. - To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions.

• Partner with sales to qualify opportunities, define solution strategy, and align technical capabilities with customer business outcomes. • Lead discovery sessions, workshops, and security assessments that uncover operational and architectural requirements in complex enterprise environments. • Design and present secure architectures that incorporate networking, cloud, and SecOps components. • Deliver impactful presentations and demos to both technical stakeholders and executive decision-makers (CISOs, CIOs, CTOs, and business leaders). • Serve as the primary technical expert in sales cycles, guiding enterprise accounts through evaluation and decision processes. • Advise on cybersecurity strategies such as Zero Trust, SASE, cloud security, and SecOps modernization. • Build and maintain long-term trusted relationships with C-level executives and senior leadership, positioning yourself as a strategic advisor. • Support smooth deployment transitions by working closely with professional services, support, and customer success teams. • Provide roadmap guidance, operational reviews, and strategic check-ins to reinforce customer value realization.

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S. Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience. U.S. healthcare is frustrating and deeply flawed. Cedar’s mission is to drive better outcomes for everyone involved, including providers, insurance companies and the people they serve. At a time when consumer-friendly healthcare experiences are more critical than ever, our platform is uniquely equipped to solve problems that lead to billing issues and administrative waste. At Cedar, know that your work will have a meaningful impact on people’s lives. The Role: The Delivery organization owns the process of getting our new clients from implementation kickoff through launch to stability and handoff to the client management team. We're seeking a Solutions Architect to lead the integration of Cedar's platform to our clients' healthcare management platforms. Solutions Architects are among the first "Cedarians" our clients get to know and are adept at building those client relationships alongside Cedar's other commercial teams. Simply put, Cedar doesn't realize its vision of improving the patient financial experience without our implementation team. Cedar is committed to a flexible work environment, so this, as well as many of our roles, is U.S. remote-friendly. Responsibilities: - Conduct technical and operational discovery with clients to define requirements, dependencies, and implementation risks. - Translate client data structures and file formats into Cedar’s infrastructure, schemas, and integration design. - Lead data validation and UAT efforts to identify root causes, resolve data mismatches, transformation issues, and load failures, and confirm the solution performs as expected across data quality, access, functionality, and performance. - Ability to communicate complex concepts to technical and operational stakeholders regarding networking, security, change approval processes, user authentication, and technical reviews. - Manage multi-threaded, complex projects and succinctly convey progress against goals/milestones. - Serve as the voice of the customer to internal stakeholders - engineering teams, account management, and product managers. - Critical thinking through ambiguity in technical and operational workflows. Solutions should meet client requirements and a high bar for technical sustainability and quality. - Comfortable operating independently on ambiguous projects while balancing multiple concurrent workstreams, making sound tradeoff decisions, and grounding decisions in core technical concepts. - Thoughtful in using AI and other emerging technologies in day-to-day work to accelerate analysis, documentation, troubleshooting, and execution while maintaining strong judgment and accuracy. - Curious about new technologies and motivated to apply them pragmatically to improve delivery quality, efficiency, and team effectiveness. Skills & Experience: - Minimum 3 years professional experience, with 2+ years experience in client-facing roles driving technical project leadership in an enterprise setting - Background working with any of the following: enterprise health care systems, digital consumer payments or backend payment processing technologies, enterprise system integrations or an Electronic Health Record company. - Comfortable working with data structures, relational databases, and cloud infrastructure - Strong analytical capabilities with high proficiency in SQL. Experience with Python and API integrations is preferred. - Effective and credible leading outcomes-focused client conversations - Experience communicating clear technical and business requirements to engineering - You feel comfortable working in a thriving entrepreneurial environment and have some level of comfort navigating through times of ambiguity. - Lastly, you should be excited about Cedar's mission of improving the healthcare financial experience Compensation Range and Benefits - Salary Range* - $149,000-$175,250 - This role is also bonus and equity eligible - This role offers a competitive benefits and wellness package *Subject to location, experience, and education #LI-RD1 #LI-REMOTE What do we offer to the ideal candidate? - A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year - Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you - For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge - 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work - Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians) - Competitive pay, equity (for qualifying roles), and health benefits, including fertility & adoption assistance, that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month) - Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation - Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally About us Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. "Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z). As of November 2024, Cedar is engaging with 26 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.

• Prospect, develop and close new business with new and existing customers. • Meet or exceed annual sales targets within assigned territory and accounts. • Regularly travel to perform customer consultations to determine needs and solutions and obtain detailed information for estimates and proposals. • Maintain involvement on turnkey projects, demonstrations, and other related customer projects to meet deadlines. • Attend product and selling skills seminars and participate in local industry associations and tradeshows. • Maintain an in-depth knowledge of the water and wastewater industry and product lines represented by the company. • Utilize CRM for all prospecting and customer activities. • Prepare and give technical presentations to explain to customers how the products and services work. • Work with the customers and Engineers to ensure the equipment meets the system requirements. • Communicate with the sales team to understand consumer demands and offer sales support where necessary. • Secure orders, guarantee product standards and assure product delivery. • Establish customer rapport and acceptance. • Plan for modifications to products to meet consumer demands. • Help clients to solve problems with product usage. • Recommend new and improved products to the customers and explain how the equipment will be more cost-effective.