MSU Federal Credit Union jobs in Lansing, MI

Under general direction from the VP of Fraud Prevention and BSA, the Card Fraud Manager is responsible for supervising the operations of the fraud prevention program at the Credit Union, as it relates to card fraud. This includes the supervision of employees, tasks and projects within the Card Fraud Team, collaboratively with the Account Fraud Manager for the Fraud Prevention Department, and in accordance with the Credit Union's mission statement, values and strategic plan. This position assures that fraud situations, including claims and losses, are promptly and properly worked in compliance with the Credit Union's policies, procedures and guidelines. This position monitors department service levels while working on cross functional teams to develop and implement policies, strategies and processes for minimizing the risk of loss from fraud, abuse and compliance violations. Work Location - This position is a hybrid working arrangement. Expectation is to be onsite a minimum of 2-3 days per week at our Headquarters in East Lansing, MI. Schedule - Monday-Friday 8:30am-5:00pm Eastern Standard Time; Additionally, having flexibility to support team/answer questions during standard branch hours as needed. 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. Benefits: * 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 * Directly supervise the Card Fraud Team by carrying out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems. * Escalate identified fraud trends and instances in a timely manner to the appropriate leadership and teams for communication to the organization and to affected members. * Coach and mentor employees, including but not limited to establishing goals and objectives, providing feedback on investigative efforts and performance; maintain a regular schedule of periodic coaching sessions and quarterly career development meetings. * Develop and implement strategies (both external and internal) designed to minimize fraud losses, increase operational efficiencies, and ensure ongoing compliance with laws and regulations. * Responsible for maintaining current systems, fraud technology, alerts, and reporting while working to identify gaps in efficiency and potential solutions. * Report monthly, yearly and year-over-year departmental statistics for reporting to the board, management, and regulatory authorities, creating unique reports to define trends, anticipate problems and find proactive solutions. * Oversee the card fraud rules in place for efficacy, updating, and reporting. * Responsible for staying up-to-date with fraud trends, economic conditions, products, services, and Credit Union initiatives to maintain adequate knowledge of the financial services industry and the Credit Union. * Responsible for providing input into the Fraud Prevention Department's relevant policies and procedures, annual budget and strategic plan for submission to the senior management. * Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines and ensure that employees receive the necessary training to comply with applicable requirements. * Foster and promote a culture of risk awareness and accountability. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. * Perform other duties as assigned Senior Level * Demonstrate a holistic understanding of fraud, regardless of type or channel, related regulations and compliance, and processes and procedures to support all investigations, oversee department operations, and advance the Credit Union's overall fraud program. * Lead external fraud peer groups and collaborate effectively with partnering financial institutions and law enforcement. * Present fraud training and education to external partners and community members. * Develop and implement innovative, enterprise-wide business solutions that improve the Credit Union's ability to mitigate operational, compliance, transactional, strategic, information security, and other risks. * Implement fraud mitigation strategies in response to fraud trends or spikes that develop and escalate rapidly, effectively leveraging employees, technology, and other resources, while communicating appropriately. * Develop and maintain model governance procedures, perform model analysis, and implement changes to models used in Fraud Prevention according to model management policies. Job Requirements: Level I * Bachelor's Degree with a concentration in criminal justice, financial crimes, or other business related preferred; In lieu of degree, a minimum of five years of experience in financial crimes or fraud investigation, including a minimum of three years of leadership experience, is required. * Completion or active pursuit of a fraud related certification program, such as those offered by the IAFCI, CFE and CFCS is required. * Prior experience in a financial institution or similar industry in work related to fraud prevention, financial crimes, or other related role is preferred. * Prior experience leading others formally or informally is required; or completion of one of the Credit Union's leadership programs in lieu of experience. Senior Level * Formal leadership experience managing a team within a financial institution or similar industry directly related to fraud prevention and/or financial crimes is required. 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. * Leadership Competencies must be demonstrated, be committed to, and be developed by all leaders, including Lead Self, Lead Others and Lead Outcomes. * Functional Competencies: * Digital Literacy * Adopts, effectively uses, and champions new technology. Understands and shares technological information used within the position. * Systems Knowledge * Demonstrates knowledge of financial services and fraud programs and applications, and successfully navigates these systems. * Time Management * Manages time and resources to ensure that work is completed efficiently. * Initiative * Takes proactive and prompt action to accomplish work goals. Takes action to achieve results beyond requirements * Change Management * Adjusts thinking and behavior to resiliently face change, and uses experience to fuel growth. Enables the process of change and transition while helping others deal with its effects. Displays self-awareness of their personal reaction to change and regulates their response. Acts as a change champion, communicating the why behind the change and aligning with organizational direction. * Data Analysis * Analyzes and draws insights from relevant data. Uses storytelling to effectively communicate insights and actionable, data-informed recommendations. * Resourcefulness * Creatively copes with difficult situations or unusual problems. Solves problems and achieves results in the face of obstacles and constraints. * Detail Oriented * Ensures information is complete and accurate. Adheres to processes as outlined. Follows up to ensure quality and completion of work. * Project Management * Demonstrates knowledge of project frameworks and their corresponding life cycles; project management concepts, tools, and best practices; project reporting standards; and project plan development. * Conflict Management * 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. 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 the 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.

Responsible for planning, organizing, and directing consumer loan servicing and consumer lending activities including secured consumer loans, unsecured consumer loans, home equity loans, credit bureau reporting/dispute processing, collateral protection insurance, loan corrections, escrow accounts, system upgrades and enhancements, and budgeting/accounting processes. Ensures that loan servicing operations and lending loan decisions are in accordance with established policies, procedures, legal requirements, and result in maximum volume, appropriate profit, and minimum delinquency ratios. Ensures that all subordinate areas of responsibility support Credit Union objectives and goals. Hires, trains, directs, and appraises assigned personnel and implements corrective actions as necessary. Responsible to develop and maintain quality indirect lending relationships with auto dealers and merchant lenders within the assigned market. Meets with dealership management to explain loan programs, generate loan volume and promote the credit union. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for the development and implementation of effective Lending and Loan Servicing policies, procedures, and planning. a. Assists the VP of Lending in developing short and long-term goals and plans for the lending and loan servicing departments. b. Completes department budgets. c. Makes suggestions and recommendations as appropriate. d. Develops policies and procedures for loan activities. e. Conducts periodic reviews of existing systems and procedures to ensure maximum efficiency and legal compliance. f. Leads and/or assists in conversions associated with system changes, vendor changes, product changes that relate either to loans and loan products, card products, credit bureaus, etc. Researches proposed new vender, product and contract. Works with support staff to ensure transition is as smooth as possible. g. Develops training material for staff on new product and ensures affected staff is prepared for new product. h. Reviews all documents associated with consumer lending, credit cards, credit bureaus to ensure compliance and credit union safety and soundness. i. Reviews loan/card regulation changes and proposes solutions to verify the Credit Union is in compliance. j. Track and review underwriting decisions to ensure compliance with policy/procedures/guidelines. Coordinates and assists the Resolutions department in collection of questionable loan decisions and presents at loan review meeting. k. Processes loans for employee and official family. l. Reviews contracts and performs annual contract due diligence review of outside vendors to ensure the Credit Union's objectives are protected. m. Coordinates with outside vendors (Fiserv, Originate Loans, Title Insurance Companies, Allied Solutions, CUNA, Tax Tracking Providers, E-Oscar, Experian, TransUnion and Others) to ensure products and systems are working properly. n. Develops training programs for personnel inside and outside of lending and loan services areas. Assists Trainer in presenting programs and editing to make programs more effective. o. Monitors competitors and provides timely updates. Coordinates market research to ensure the Credit Union is in line with the competitive market. Analyzes research and makes suggestions to improve products and the Credit Unions profitability. p. Assists Resolutions Department with loan workout arrangements and refinances. Works to ensure proper documentation and procedures are followed. q. Evaluates and recommends changes on the automatic loan decision matrix. r. Oversees Indirect Lending and regulations. s. Oversees processing of, loan corrections, loan payoffs, release of liens, skip a payment requests, credit report disputes, indirect loan packets, automatic loan payments, collateral protection insurance, letter of guarantee requests, storage requests, subsequent actions, dealer chargebacks, credit life, disability, and involuntary unemployment claims t. Oversees dealer relations manager to ensure creative, effective communication between credit union and dealerships exist. Ensures proper onboarding for new indirect lending partnerships. Market's CASE's Indirect Lending Program through personal solicitation and presentations. Assists dealership on the use of the Credit Union loan documents, maintaining compliance to credit union guidelines. u. Develops and maintains quality indirect relationships within the assigned market. Builds business by identifying new opportunities and demonstrating value to the dealer management and finance directors. v. Interfaces directly with DIFS, NCUA, Internal and External examination personnel to support consumer lending area during times of examination w. Other duties as assigned 2. Assumes responsibility for the effective and efficient completion of Lending, Mortgages and Loan Servicing functions. a. Monitors and evaluates work quality, efficiency, and productivity. Ensures that optimal efficiency is maintained in lending and loan services activities. b. Tracks work flow and ensures that deadlines are met. c. Coordinates, schedules, and directs department's functions. d. Ensures that lending and loan services functions are completed in accordance with established policies and procedures and related legal requirements. f. Assists staff in counseling members whose loan requests were denied, explaining reasons while offering alternatives. 3. Effectively supervises department staff, ensuring optimal performance. a. Provides leadership to personnel through effective objective setting, delegation, and communication. Conducts staff meetings as required and informs personnel of policy and procedure changes. Discuss areas needing improvement. b. Ensures that personnel are well-trained, effective, and optimally used. Identifies training needs and develops appropriate training programs. Conducts training sessions and cross-trains as appropriate. c. Ensures that staffing levels are appropriate. d. Conducts performance appraisals as required. 4. Assumes responsibility for ensuring that professional business relations exist with members, vendors, and trade professionals. a. Ensures that members' requests and questions are promptly and courteously resolved. b. Ensures that members are properly informed of Credit Union loan policies and procedures. c. Ensures that the Credit Union's professional reputation is maintained both internally and externally. d. Represents the Credit Union in contacts with business and trade professionals. 5. Assumes responsibility for related duties as required or assigned. a. Ensures that work areas are clean, secure, and well-maintained. b. Stays informed regarding developments and changes in the credit field. c. Completes special projects as assigned. QUALIFICATIONS EDUCATION/CERTIFICATION: Associate degree or equivalent work experience. Bachelor's degree preferred. REQUIRED KNOWLEDGE: Thorough knowledge of Credit Union loan products and applicable policies and standards. Excellent understanding of government regulations and legal requirements involving consumer lending, VISA rules, indirect lending, loan servicing and credit reporting. Strong knowledge of accounting and able to skillfully apply all related computer applications. EXPERIENCE REQUIRED: Skills acquired on the job. At least three years of experience in lending related positions. At least two years of administrative and supervisory experience. SKILLS/ABILITIES: Strong leadership and supervisory skills. Good project management abilities. Strong public relations and telephone skills. Well organized. Attentive to detail. Efficient. Willingness to assist others. Strong analytical and problem solving skills. Solid communication abilities. Able to meet deadlines.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job Summary Position is responsible for reviewing past due consumer accounts to determine delinquency level and appropriate collection activity. Handle legal, bankruptcy, repossession and charge off accounts with the goal of protecting the Credit Union's interest. Process garnishments and levies to remain in federal and state compliance. Credit Solutions Specialist may be assigned specialized functions as a primary responsibility or as a back-up responsibility. Maintain positive interaction with internal and external members and ensure the experience is reflective of the spirit of our brand. What You'll Do * Makes a high volume of telephone calls pre department standard to members regarding the collection of delinquent accounts/loans and negative shares. * Work assigned, low delinquency collection queues on a weekly basis by contacting members by phone or mail to establish the reason for past due payment(s) and obtain promises to pay on past due amounts owed. Help educate members on financial responsibility. * Issue collection letters where appropriate * Performs the necessary follow up with members who have not met the terms of repayment. What You'll Bring * High School diploma (GED) required. * Zero to two (0-2) years of collection experience preferred or / 5-years financial experience preferred * Certified in financial counseling preferred. * Proven ability to support a strong member/customer service culture. * Knowledgeable of all federal and state regulations and statutes i.e., FCRA, FDCPA, SCRA, Reg. Z, Reg. P, Statute of Limitations, etc. What You'll Get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

The Contact Center Lead Specialist is responsible for providing day-to-day leadership support within the contact center, ensuring high-quality member service, sales, and lending performance. This role oversees call monitoring, staff support, reporting, and acts as a liaison between frontline Specialists and management. The Lead Specialist assists the Contact Center Manager in overseeing operations and fills in as the point of oversight when the manager is absent. In addition, this position provides coaching, answers staff questions, supports compliance and risk management, and ensures that departmental goals and member satisfaction standards are consistently met. Essential Functions and Basic Duties Staff Support and Oversight Serve as a first point of contact for staff questions, concerns, and escalations. Provide guidance to Specialists in member service, sales, and lending functions. Assist with scheduling, task assignments, and balancing workloads as directed by the Contact Center Manager. Step in to oversee daily operations when the Contact Center Manager is out of the office. Call Monitoring and Quality Assurance Monitor inbound and outbound calls to evaluate service quality, compliance, and professionalism. Provide coaching and feedback to staff to improve call handling and performance. Ensure adherence to established scripts, policies, and service standards. Reports and Performance Tracking Generate and review call reports, sales reports, and lending performance data. Track key performance indicators (KPIs) for call volume, service quality, sales conversions, and compliance. Share findings with staff and management to support performance improvement. Liaison Between Staff and Management Communicate staff concerns, challenges, and feedback to management in a professional and constructive manner. Relay management directives and updates to staff in a clear and supportive way. Promote collaboration and foster a positive, team-oriented culture. Compliance and Risk Management Ensure staff adherence to credit union policies, procedures, and applicable regulations including NCUA, BSA/AML, OFAC, Truth in Lending, and Fair Lending. Monitor for potential compliance risks or fraudulent activity identified during calls or processes. Escalate issues promptly to management to minimize risk exposure. Training and Development Assist in onboarding and training new Specialists across Member Service, Sales, and Lending tracks. Provide coaching and mentoring to improve performance and knowledge. Share best practices and encourage continuous professional development. Additional Duties Maintain a professional, secure, and organized work environment. Participate in departmental projects, campaigns, and community engagement efforts. Perform related clerical or administrative tasks as required. Perform other duties as assigned. Performance Measurements Staff receive timely, accurate guidance and support. Call monitoring demonstrates consistent quality, compliance, and professionalism. Reports are accurate, complete, and delivered on time. Communication between staff and management is effective and professional. The Lead provides reliable oversight in the absence of the Contact Center Manager. Department goals for service, sales, lending, and compliance are consistently supported. Qualifications Proven success in a contact center Specialist role (Member Service, Sales, or Lending) at the II or III level. Strong leadership, coaching, and mentoring skills. Excellent communication and interpersonal abilities. Ability to analyze call reports and performance data. Advanced knowledge of credit union products, systems, and compliance standards. 2+ years of contact center or financial services experience required. High school diploma or equivalent required; additional coursework in business, finance, or leadership preferred. CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities. CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we're committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That's why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.

Reporting to the President/CEO, the Vice President of Lending is responsible for all lending related activities including, but not limited to, budget planning and preparation, risk management, asset liability management, strategic planning, loan origination, loan servicing and overall portfolio management. Assigns, directs and appraises staff in the business lending, mortgage lending, consumer lending and member insurance sector along with their respective functions and governing policies, as well as for loan promotion, pricing, production, underwriting, compliance, delinquency, recovery, and overall portfolio performance. Ensures that lending operations are in accordance with established policies, procedures and legal requirements. Analyzes and evaluates the effectiveness of lending services. ESSENTIAL FUNCTIONS AND BASIC DUTIES Assumes responsibility for the development and implementation of effective lending planning. Assists CEO with long and short-term planning for the Mortgage, Business and Consumer Lending departments. Participates in developing lending policies and procedures and ensures that they complement organizational goals. Executes established operational goals and coordinates their implementation with other departments and with your team members. Lead, evaluate, implement, launch, monitor and improve various loan origination systems, vendor changes or product launches Review credit union vendor due diligence packages to ensure risk is properly managed with third-party service providers. Supports efforts related to portfolio management and pursues loan growth initiatives Oversees the completion of a variety of departmental based budgets from both a revenue and expenditure perspective Ensures the effective performance of lending related services. Ensures that lending activities are conducted in accordance with established policy guidelines and standards, and are properly documented. Conducts periodic reviews of existing policies to ensure effectiveness. Ensures that policies are updated and are in accordance with evolving regulations, legal requirements, and industry trends. Ensures the maintenance of statistics relative to loans issued, report data, delinquency follow-up, etc. Ensures that insurance functions support member needs and are well coordinated with lending operations. Ensures that mortgage and business loans, accounts and property management are managed effectively to meet the needs of borrowers and the Credit Union. Monitors and evaluates work quality, efficiency, and productivity. Ensures that optimal efficiency is maintained in lending related activities. Assumes responsibility for the effective administration of lending functions. Ensures the availability of adequate services and materials to support lending activities. Manages and oversees expenses. Pursues cost-saving measures. Keeps Service Team informed of loan activities, progress toward established objectives and of any significant problems. Ensures required reports and related documents are completed promptly and accurately, and in compliance with Credit Union guidelines and policies. Ensures the maintenance of department records. Interact and support Federal and State examiners across annual examinations Participates as a member of the Business and Mortgage Loan Committee's Ensures that completed work is of the highest quality. Leads initiatives towards improved service delivery and management of the various aspects of the Credit Union's loan portfolio segments. Effectively supervises personnel, ensuring optimal performance. Provides leadership to assigned personnel through effective objective setting, delegation and communication. Conducts staff meetings as required. Assigns, directs and coordinates work. Ensures that personnel are well trained, effective and optimally used. Instructs personnel regarding policy, procedure and program changes and ensures that they are well informed regarding related legal and regulatory developments. Conducts performance appraisals as required. Formulates and implements corrective actions as needed. Ensures that staffing levels are appropriate and human resources are effectively utilized. Conducts interviews and assists with hiring as needed. Mentor's Credit Union personnel across the organization Works closely with Marketing, Audit, Compliance, Information Systems, Operations, Resolutions and Accounting to ensure deliverables and various initiatives related to lending are pursued and achieved Assumes responsibility for ensuring that professional business relationships are established and maintained with members, vendors, the business community, and trade organizations. Ensures that members, vendors, the business community and trade organizations are properly informed of Credit Union loan policies and procedures. Ensures that requests, problems and questions are properly resolved. Ensures that the Credit Union's professional reputation is maintained throughout lending and business related transactions with members. Represents the Credit Union in contacts with business and trade professionals. Handles and diffuses escalated member, vendor, business or dealer partner related concerns Assumes responsibility for related duties as assigned. Ensures that work area and various locations are clean, secure and well maintained. Stays informed regarding developments and changes in lending services. Cross-sells credit union services through participation in community events, organizations and board of presence throughout the community Keeps the President/CEO informed of area activities and of any significant problems Completes special projects as assigned. PERFORMANCE MEASUREMENTS Lending services are efficiently and effectively provided in accordance with established Credit Union policies and standards and with applicable laws and regulations. Lending activities result in maximum volume, appropriate profit and delinquency ratio's in line with strategic goals Strong relationships exist with members and businesses and their financial and lending needs are properly assessed and met. Department personnel are well trained and efficient, and their activities are well directed and coordinated. Required reports and records are accurate and timely. President/CEO and the Board of Directors are appropriately informed of area activities and of any significant problems. Suggestions for improved efficiency are provided. QUALIFICATIONS EDUCATION/CERTIFICATION: Bachelor's degree in business/related field. Advance degree strongly preferred. REQUIRED KNOWLEDGE: Through knowledge of loan products and applicable policies and standards. Understand of government regulations and legal requirements involving lending, collections, insurance and related functions. Thorough knowledge of credit risk, business lending, consumer lending and mortgage lending EXPERIENCE REQUIRED: Five to ten years of progressive lending experience in a financial institution. Supervisory experience required. SKILLS/ABILITIES: Strong leadership, supervisory and interpersonal skills. Good organizational, managerial and problem-solving skills. A high level of analytical skills. Ability to operate related computer applications and business equipment.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life integration What You'll Do The role of the Card Operations Analyst delivers excellence by supporting and performing advanced operational functions for the service and maintenance of all Lake Trust card-related products. This role provides product and service functionality information, troubleshooting support, dispute intake and processing, and research towards problem resolutions. This includes working with vendors and internal departments, reviewing and improving processes, supporting product implementation and testing, navigating technology updates, determining operational procedures for other departments and members, as well as credit union wide daily function support. * Serve as a liaison between Onstage representatives and members by providing helpful information, processing card disputes, explaining card features, recommending solutions, answering questions, and responding to concerns about card functionality. * Prepare, process, and reconcile daily settlement GLs related to our Card Networks. Work through adjustments and reporting presented by vendor partners on behalf of the members. * Build and maintain effective and collaborative relationships with a diverse range of staff, technical and non-technical. * Process member disputes, offering support and guidance, from intake to settlement. * Contact merchants and vendors for assistance on complex issues and suggestions for swift resolution. * Research, report and provide resolution to card exceptions and disputes in a timely manner. * Act as a subject matter expert for all card products in which the department supports. * Demonstrate a strategic mindset, understanding how Card Operations impacts the members and departments we serve. * Demonstrate the ability to listen and assess a problem and identify opportunities for improvement. What You'll Bring Level I (Band B, MRP2) * Knowledge typically acquired through the completion of a Bachelor's degree or an equivalent combination of education and experience * 0-2 years previous financial institution experience, support or operational experience required * 0-2 years customer service experience preferred * Effective analytical, problem-solving and decision-making skills * Ability to go above and beyond to provide the best possible service experience to internal departments and credit union members * Ability to adapt quickly in a fast-paced environment, shifting priorities and demands as needed * Strong written and oral communication skills * Strong interpersonal skills * Ability to interact effectively across vendors, internal department, and members who support the credit union's card operations * Ability to work within a team environment to solicit feedback, creativity, and collaboration * Ability to learn, understand, and apply new technologies * Ability to handle multiple tasks and perform under pressure * Ability to prioritize and organize tasks carefully and accurately, while working on multiple work streams * Ability to work independently with little supervision as well as part of project teams * Good record keeping and attention to details are essential * Flexible and responsive to changing situations; capable of working in a fluid and dynamic environment Level II (In addition to Level 1 qualifications. Band B, MRP 3) * 2-4 years previous financial institution experience, support or operational experience required * 2-4 years customer service experience preferred * Ability to think objectively and make decisions regarding card products and processes based on the knowledge and information provided. * Provide training and mentorship to new and existing team members with guidance, advice, feedback, and support. * Ability to search and research information within the credit union and with vendors to fully understand and support our products and processes. Level III (In addition to Level 2 qualifications. Band B, MRP 4) * Bachelor's degree preferred, or equivalent education and experience * Knowledge of financial institution card operations * 4-6 years previous financial institution experience, support or operational experience required * 4-6 years customer service experience preferred * Proven ability to support a strong member service culture What You'll Get * Ability to collaborate and build a sense of togetherness that contributes to a positive work environment. * Being open to change and embracing new opportunities can lead to diverse experiences and career advancement. * By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.

Responsible for providing clerical support for loan and other business services activities. Prepares and files a variety of documents. Monitors, updates, and services business accounts. Opens mail and performs miscellaneous clerical functions as needed. Provides high quality and professional service to members, and acts in support of the Business Services Specialist Team. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for the effective performance of assigned clerical, secretarial, and account processing functions; a. Monitors, maintains and services business accounts, and serves as primary point of contact for borrowers post close b. Monitors and compiles adequate supplies of business service offerings for branches. Orders checks for businesses. c. Assist with the collection of data for annual loan reviews d. Tracks and ensures appropriate business account opening information is received from branches in a timely manner. e. Orders checks for businesses, processes payment history requests, payoff letter requests, lien releases and business member / department mailing needs f. Processes invoices and GL reimbursements g. Scan, organize and file various forms of documentation h. Assists and compiles information related to members research requests i. Maintains, organizes, updates and prepares files for internal audit business files. j. Prepares appropriate vendor reviews k. Monitors negative accounts and assists resolutions in business collections l. Processes business credit report requests, approves RDC requests m. Ensures mortgage recordings and final title policies are received n. Sends out adverse actions for loan denials 2. Assumes responsibility for establishing and maintaining effective business relations with members; a. Assists with questions and problems courteously and promptly. b. Obtains and conveys information as needed. c. Maintains the Credit Union's professional reputation. 3. Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Credit Union personnel and with management; a. Attends and participates in meetings as required. b. Assists, supports, and replaces Business Services personnel as needed. c. Develop and maintain strong working relationsip with all branch staff to assist with any needs d. Keeps management informed of area activities and of any significant problems. 4. Assumes responsibility for related duties as required or assigned; a. Completes special projects as assigned. b. Ensures that work area is clean, secure, and well maintained. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: Basic knowledge of business account services and procedures, helpful not Familiarity with business loan programs and service requirements. Familiarity with general loan documentation helpful. EXPERIENCE REQUIRED: Prior experience helpful, particularly in a financial environment. SKILLS/ABILITIES: Accurate and attentive to detail. Project management skills and well organized. Strong typing abilities. Ability to assist, direct and coordinate others. Able to use computer, adding machine, copy machine, and basic business equipment. Maintains high degree of confidentiality. Good interpersonal and public relations skills. Solid analytical, creative, and problem-solving abilities. Able to work well independently. Use of Excel, Word and Adobe acrobat

Responsible for providing administrative support for all mortgage loan closing activities and clerical support for all mortgage loan processing activities which include first mortgages and home equity loan products. Schedules closing appointments with title companies, and assists members with questions. Performs final preparation and audit of all documents needed for closing. Provides support to mortgage operations personnel and distributes loan files to related departments within the Credit Union. Reviews closed files and forwards documents to shipping and funding personnel. Obtains and verifies necessary information and prepares documents for underwriting submission and closing review. Arranges flood zone certification as required. Communicates loan status to all involved parties including buyer, seller, realtor, and title company representatives. Obtains proof of insurance as required on mortgage loans. Assists or refers members as necessary. ESSENTIAL FUNCTIONS AND BASIC DUTIES 1. Assumes responsibility for providing effective administrative support for mortgage loan closings including first mortgages and home equity mortgages. a. Responsible for all escrow related duties including escrow analysis, escrow set-up, and escrow payments for insurance, taxes, and PMI. b. Prepares and reviews annual escrow analysis. Ensures any ongoing escrow accounts are tracked and reported to Allied. c. Obtains appropriate documentation and signs off closing conditions. d. Orders appraisals, credit reports, and title reports. Logs dollar amounts received and verifies employment, salary, assets, and liabilities. e. Resolves loan application problems. Assists applicants with addressing credit report problems, payoffs, verification of mortgage and meeting documentation requirements. f. Reviews information for completeness and accuracy. Clarifies missing or questionable information. Follows up with outside sources of outstanding documents. Ensures that all necessary items are available for underwriting. Tracks development of information to ensure compliance with underwriting guidelines. Resolves conditions of underwriting. Submits loans for final approval. g. Prepares files for closing. Obtains records for homeowner's insurance and flood certification. h. Completes monthly PMI Reporting. i. Completes appraisal review checklists for all appraisals. j. Completes monthly tax tracking through Capital Tax as well as monitors and updates paid off loans for removal from tax tracking. k. Completes monthly HMDA reporting for CASE Credit Union. l. Reviews all paid off mortgages for discharge monthly and completes in accordance to discharge policy and procedures. m. Acts as liaison for all mortgage loan sale related initiatives including the sale, servicing and audit requests. n. Monitors all delinquent tax reports and notifications and works with member to ensure any delinquent tax is paid before foreclosure proceedings. Notifies Management of all delinquent tax accounts. 2. Assumes responsibility for establishing and maintaining effective and professional business relationships with members. a. Addresses members' requests and questions promptly and courteously. b. Informs members of Credit Union loan policies and closing procedures. c. Researches and retrieves information from closed loans. d. Maintains the Credit Union's professional reputation. QUALIFICATIONS EDUCATION/CERTIFICATION: High school graduate or equivalent. REQUIRED KNOWLEDGE: General knowledge of mortgage loan services and procedures. EXPERIENCE REQUIRED: Previous experience with a full-service financial institution helpful. SKILLS/ABILITIES: Good organizational skills and attentive to detail. Good communication abilities. Cooperative and works well with others. Able to use computer related applications and basic business equipment. Good math skills. Able to work effectively under time constraints.

The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Financial Services Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member's unique financial position. Financial Services Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. Financial Services Specialists are responsible for problem solving to find the optimal solution for the member while mitigating risk to the member and Credit Union. Work Arrangement: This position is scheduled for an onsite presence at the South Lansing Branch. Schedule: * This position requires working up to 35 hours per week during Branch hours of operations * Monday - Thursday 8:45am - 5:45pm * Friday 8:00am - 6:15pm * Rotating Saturdays 8:45am - 1:15pm * Must be available Monday - Friday 11am-3pm * Employees work every other Saturday and receive a consistent day off during the week to offset their hours * Scheduled hours could change based on business need and future department growth. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) 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: * Starting at $18/hour dependent on experience * Health, Dental, Vision, Life, and Long-Term Disability * 401(k) with a company match Essential Duties and Responsibilities Financial Services Specialist * Provide superior member service by responding to members' inquiries with urgency, process transactions accurately and with proficiency, personalizing interactions with recommendations of products and services specific to members' unique needs. * Identify and sell products and services, provide financial education to enhance the member experience, and achieve individual and departmental goals. * Utilize outbound calling and cross-selling tools to further develop relationships with current members. * Utilize department and Credit Union procedures to mitigate risk, ensuring that member requests and transactions are processed with accuracy, protecting both members and the Credit Union from loss. * Manage time effectively while demonstrating initiative within the branch, consistently seeking opportunities for personal development and expanding knowledge to better serve members and the Credit Union. * Utilize a variety of communication channels (e.g., in-person, email, team collaboration tools) to ensure clear, effective, and timely communication within the team and across the Credit Union. * Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence. * Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners. * Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. * Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union. * Complete required departmental activities and trainings to ensure compliance with state and federal regulations, and Credit Union policies. * Adhere to safety and security procedures regarding emergency situations, third party access to secure areas, and promptly communicate suspicious activity to leadership. * Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change. * Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network. * Consistently meet or exceed established performance metrics, contributing to the Credit Union's goals and delivering a high standard of service. Knowledge, Skills and Abilities Financial Services Specialist: * High School Diploma or Equivalent required. * Follow proper balancing and cash handling procedures * Regular and predictable attendance * Demonstrate company core values * Ability to work scheduled hours including, weekend and overtime, when applicable * Receptiveness to accepting and applying feedback * Attention to detail * Proficiency in member service * Excellent listening skills * Clear and effective communication skills * Professional business etiquette and presentation skills, including maintaining a professional workspace * Strong sales skills with identifiable results * Critical thinking and problem-solving skills * Effective use of fraud detection and prevention techniques * Effective written and verbal communication skills * Skills in de-escalating and resolving escalating member situations * Adaptability and flexibility * Analytical skills and the ability to work independently * Math and general clerical aptitude * Ability to multitask and prioritize * Reliable and dependable * Error free typing skills with emphasis on accuracy * Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred * High School Diploma or GED 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. 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 * Ability to move about inside of office area * Exposure to potentially hazardous conditions, i.e., robbery, and follows detailed instructions and procedures to minimize the exposure * The working arrangement for this position is onsite * Ability to safely lift, carry, and move items as required for branch operations Disclaimer * 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.

Pay Range: Band B - MRP 9 More Than A Job Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life integration Job Summary Effectively manages Lake Trust's Financial Wellbeing Program. Leverages key insights from a multitude of member feedback methods and partners with leaders across the Credit Union to improve members' overall experiences. Cultivates a strong partnership with vendor partners to manage program development, implementation, and analysis. Utilizes strong communication skills and cross-functional coordination to proactively work with business stakeholders to drive sustainable member engagement and wellbeing through the creation of new processes, enhancement of existing processes, and enablement of robust reporting What you'll do * Manages and contributes to the development and execution of a comprehensive Member Wellbeing Strategy focused on key outcomes, including increased member engagement through the lens of financial wellbeing. * Develop and execute a roadmap including program progression and socialization, reporting, financial wellbeing management (admin/analytics/reporting) platform, and integration of concepts into all aspects of Lake Trust business. * Act as a champion for the Financial Wellbeing Program, subject matter expert, and primary point of contact for leaders across the organization. * Establish and foster cross-functional relationships with appropriate stakeholders across different departments/groups to ensure the FWB Program is fully aligned across the organization. * Continually monitor and identify insights and key drivers of both negative and positive member experiences based on analysis of surveys and other quantitative and qualitative feedback sources. What you'll bring * Bachelor's degree, preferably in marketing, economics, or a research/business related field is required. * 3 - 5 years of progressive responsibility for Customer/Member Experience program methodologies. * Experience in the financial services industry, including familiarity with loan and deposit products, is preferred. * Experience managing in-depth analytics including combining survey research with transactional data to perform analysis. * Proficient in analyzing data, reaching conclusions, and making relevant recommendations. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

As a Service Desk Intern, individuals will spend several weeks in a training program consisting of both classroom-based and on-the-job trainings. Topics include member service, MSUFCU culture and philosophies, product knowledge, career development, computer systems, and compliance. This is a learning position which performs a variety of functions specific to the department that corresponds with the intern's field of study. This individual will be assigned a department specific project to complete during their time as a Service Desk Intern. Service Desk Interns will have the opportunity to meet with management and leadership to learn about the corporate culture while gaining hands-on business experience. The MSUFCU internship program is designed to support interns in developing career readiness competencies as defined by NACE. Throughout the internship program, interns will gain hands-on experience and enhance essential skills that prepare them for success and career growth. Interns will have the opportunity to develop competencies in career and self-development, communication, critical thinking, equity and inclusion, leadership, professionalism, teamwork, and t Work Location: Onsite; Headquarters campus in East Lansing, MI Work Schedule: Part-Time 15-25 hours/week; Hours will be scheduled based on student's school schedule and business hours (8:30AM - 5:00PM Monday-Friday) Paid Hourly Internship: $15.00+/hour Duration: Spring Semester, beginning January 7th, with potential to continue into future semesters 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. Essential Duties and Responsibilities: * Assist with equipment purchasing and receiving, inventory, asset tracking, and recycling. * Responsible for imaging and deploying new equipment in conjunction with yearly Equipment Refresh Initiatives. * Assist with moving and installing equipment in new offices or to accommodate new seating arrangements. * Provide assistance with Audio Visual systems and other request technologies for meetings, trainings and events. * Troubleshoot, problem solve, and coordinate warranty work for broken equipment with vendors. * Assist with other technical duties as needed to solve problems and requests that come to the Service Desk. Knowledge, Skills, and Abilities Required: * High school diploma or equivalent required * Actively pursuing Associate or Bachelor degree in related field of study * Demonstrates empathy and a commitment to providing superior member service * Ability to assess member needs and offer alternatives * Displays high level of integrity * Seeks continuous learning and improvement through feedback and other means * Ability to be a self-starter and work successfully in a team-oriented environment * Open to change and to considerable variety in the workplace * High level of both written and oral communication skills * Ability to develop constructive and cooperative relationships with others, and maintain them over time * Ability to analyze problems and to arrive at a proper solution * Demonstrates a commitment to the community and giving back * Accepts responsibility and is accountable for high-quality results * Ability to cross-sell products and services as beneficial to members * Displays high level of creativity and innovation * Fosters a positive, energizing, fun, and diverse environment * Careful attention to detail Physical Demands and Work Environment: * May be required to remain in a stationary position for an extended period of time. * Ability to operate standard office technology, equipment and tools, which may include many hours of computer and phone usage. Reasonable accommodations may be made to ensure individuals with disabilities can perform the essential functions. * Frequently needs to move about inside or outside of an office area * Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure * Frequently moves equipment or materials weighing up to 50 pounds for transport between areas of buildings. * This position requires onsite presence at the employee's assigned location for all scheduled shifts. Disclaimer: * 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.

B2 - Band B MRP 2 The IRA/Investment Specialists' roll is to manage and maintain the Lake Trust IRA program as well as various specialty accounts. Also to advise and deepen members' relationship with Lake Trust by offering other products and services. Coordinate with Financial Life Planning regarding IRAs, certificates and other investments as appropriate. Assist in training & supporting Onstage staff with member needs concerning IRAs, CD's, trusts, representative payee, conservatorships, Powers of Attorney, estates and other specialty accounts. Work closely with our Compliance & Legal areas in keeping all deposit disclosures compliant. Responsibilities include reviewing, validating and submitting tax reporting forms to members and the IRS on all deposit accounts. What You'll Do * Validate and quality check IRA work that has been done by the On-Stage staff and give feedback as needed. * Phone support for Onstage staff on IRAs and specialty accounts (trust, conservator, rep payee, estate accounts). * Compile and conduct IRA Training updates for Onstage staff, as needed. Also conduct IRA training for new staff when requested by Learning & Development. * Attend IRA webinars/seminars to stay updated on any IRA compliance/rule changes. * Answer HelpDesk, phone calls and email requests submitted by staff. * Work closely with the IS area to coordinate tax reporting validation to members and the IRS. * Develop, update, maintain & communicate IRA procedures to Onstage staff and assure updates are made in Currents. * Assist members by phone. * Process any manual IRA required distributions which cannot be done electronically. Review RMD distributions and assure they are done in a timely manner and by IRS deadlines. Assure all tax reporting documents are sent to members and the IRS by defined dates. * Coordinate with Financial Life Planning to provide seamless services to our members. When possible attend seminars to provide an onsite credit union presence. * Assist and coordinate with Financial Life Planning in updating information for Onstage staff. * Coordinate with Member Service department staff to ensure appropriate coverage needs for department duties are maintained across split schedules; assist other department reps (including Mail Services and Treasury Support) and other department specialists as needed; perform other duties within the full Member Service Support business unit as assigned/requested (such as may arise in the Virtual Solutions & Records area.) * Support department and branch disaster recovery planning and procedures and assist with disaster recovery plan testing. * Serve on various teams (i.e. the MS Procedures Team & the Deceased Team) and participate in projects as assigned. * Perform other job duties within the Member Service area as may be assigned/requested. What You'll Bring * Requires a high school diploma or GED. * Requires two or more years of similar or related experience with a financial institution. * IRA and investment knowledge and experience preferred. * A strong working knowledge of Microsoft Outlook, Word, PowerPoint and Excel. * Strong time management skills. * Effective verbal and written communication skills. * Proven ability to support a strong member service focused and teamwork culture. What You'll Get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Total Rewards Manager responsible for developing, managing and administering Total Rewards programs that promotes team member engagement, ensures organization's competitiveness and alignment with long term strategies. Proactively identify opportunities to enhance Lake Trust total rewards plans and programs, vendors and tools that boost employee engagement, experience, and well-being. Manages and administers the Credit Union's compensation, benefits, payroll, wellness, and HRIS programs. What you'll do * Drive the compensation and benefits philosophy and strategy, which will ultimately drive the development and positioning of total rewards programs. * Partner with Talent Attraction + Engagement team members, Hiring Managers, and key business leaders to Leverage technology to create system driven processes. * Develop cost models, forecast analyses, and plan design recommendations on a variety of programs, budgets, and tools, including, but not limited to: geographic base pay structures, annual merit program, incentive plans, and developing compensation benchmarks for new roles. * Proactively research and analyze total reward policies and programs, making recommendations for enhancements. * Manage and administers welfare plans including health, dental, life, vision and disability plans. Reviews benefit plan competitiveness and makes recommendations to meet Credit Union and team member needs. Conducts annual benefit Open Enrollment and Life Event changes. Counsels team members on benefit issues and selection. Assures compliance with applicable regulations. What you'll bring * Requires thorough knowledge of applicable Human Resource laws and regulatory compliance in Compensation & Benefits (i.e., ACA, ERISA, FMLA, FLSA, OHSA, etc.) * Demonstrated ability to advocate for and engage with team members when they experience difficulty communicating with carriers or vendors; ability to demonstrate customer-centric behaviors. * A high level of accuracy, attention to detail, ability to meet deadlines, and proven ability to handle confidential information is essential for success in this role. * Minimum of 5 years work experience administering compensation and benefit programs. Prior work experience with HRIS programs required. * Certified Compensation Professional (CCP) and Certified Benefit Professional (CBP) designation preferred but not required. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

The MSUFCU internship program is designed to support interns in developing career readiness competencies as defined by NACE. Throughout the internship program, interns will gain hands-on experience and enhance essential skills that prepare them for success and career growth. Interns will have the opportunity to develop competencies in career and self-development, communication, critical thinking, equity and inclusion, leadership, professionalism, teamwork, and technology. Work Location: Onsite or Hybrid; Headquarters campus in East Lansing, MI Work Schedule: Part-time approximately 15-25 hours during MSUFCU business hours (8:30am-5:00pm Monday-Friday). A schedule will be determined around the intern's class schedule. Paid Hourly Internship: $15.00+/hour Duration: Spring Semester - Beginning January 7th, with potential to continue into future semesters 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. Essential Duties and Responsibilities: * Verifies and posts transactions to journals, ledgers and other records/systems * Prepares reports, statements, and invoices for processing * Balances and reconciles general ledger accounts * Assists with internal and external audits, and NCUA Examinations * Assist in each accounting function including accounts payable, accounts receivable, etc. Knowledge, Skills, and Abilities Required: * High school diploma or equivalent required * Actively pursuing Associate or Bachelor degree in related field of study * Demonstrates empathy and a commitment to providing superior member service * Ability to assess member needs and offer alternatives * Displays high level of integrity * Seeks continuous learning and improvement through feedback and other means * Ability to be a self-starter and work successfully in a team-oriented environment * Open to change and to considerable variety in the workplace * High level of both written and oral communication skills * Ability to develop constructive and cooperative relationships with others, and maintain them over time * Ability to analyze problems and to arrive at a proper solution * Demonstrates a commitment to the community and giving back * Accepts responsibility and is accountable for high-quality results * Ability to cross-sell products and services as beneficial to members * Displays high level of creativity and innovation * Fosters a positive, energizing, fun, and diverse environment * Careful attention to detail Physical Demands and Work Environment: * May be required to remain in a stationary position for an extended period of time. * 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 office area * Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure * This position is able to work in hybrid or onsite working arrangements. Disclaimer: * 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.

The Loan Officer position is responsible for providing a superior member service experience during the consumer loan application process and when responding to member transaction requests. The Loan Officer plays a pivotal role in helping members achieve their financial goals by guiding them through the consumer loan process. Loan Officers respond to member requests for consumer loans and recommend additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. This role requires a strong understanding of lending regulations, excellent communication and sales skills, and a commitment to providing superior member service. The position requires the ability to work during branch hours, including Saturdays, and supporting other locations to meet needs across the branch network. Full-time branch employees are scheduled up to 40 hours per week. Work Arrangement: This position is able to work onsite at our Farm Lane branch. Schedule: * This position requires working a standard 40 hour week during Branch hours of operations * Monday - Thursday 8:45am - 5:45pm * Friday 8:00am - 6:15pm * Rotating Saturdays 8:45am - 1:15pm * Employees work every other Saturday and receive a consistent day off during the week to offset their hours * Scheduled hours could change based on business need and future department growth. 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: * Starting at $21/hour dependent 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 * Learn more about our benefits here Essential Duties & Responsibilities: Loan Officer I: * Provide superior member service by responding positively to lending and account inquiries with urgency, processing transactions and applications accurately and efficiently, personalizing interactions with recommendations of products and services specific to members' unique needs. * Interview consumer loan and Visa applicants while providing information on products and services that best meet the applicant's needs. Request, verify, and deliver all appropriate documentation to the underwriting department. * Analyze and interpret credit reports to assess financial risk and provide thorough information to inform lending decisions, ensuring compliance with relevant regulations and company policies. * Identify and sell products and services, provide financial education to enhance the member experience, and consistently achieve individual and departmental goals. * Utilize loan follow-up and outbound calling to further develop relationships with current members and loan applicants, offer products and services with measurable success, and ensure completeness and timelines of decisioning and funding of loans. * Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners. * Utilize department and Credit Union procedures to mitigate risk and ensure that member requests and transactions are processed with accuracy, protecting members and the Credit Union from loss. * Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network. * Utilize a variety of channels to ensure effective communication and collaboration within the branch, the Consumer Loan Center and throughout the Credit Union to foster a positive and professional relationship while enhancing overall service delivery. * Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering members to manage their finances with ease and confidence. * Complete required departmental activities and trainings to ensure compliance with state and federal regulations and Credit Union policies. * Adhere to safety and security procedures regarding emergency situations, third party access to secure areas, and promptly communicate suspicious activity to leadership. * Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change. * Manage time efficiently and take initiative within the branch; seek opportunities to develop or enhance knowledge. * Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. * Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union. * Consistently meet or exceed established performance metrics, contributing to the Credit Union's goals and delivering a high standard of service. Loan Officer II: * Master all duties and responsibilities of Loan Officer, consistently demonstrating high performance through established metrics. * Consistently offer products and services to members, achieving individual goals as identified for the position and supporting branch performance. * Perform comprehensive financial analysis to recommend appropriate lending solutions that align with members' financial situations, conducting an in-depth financial analysis of members' income, assets, liabilities, and credit histories to recommend complex lending solutions. * Develop and execute comprehensive fraud detection strategies, identifying complex patterns, and recommending steps to mitigate risks. * Provide detailed information to underwriters on complex loan scenarios, ensuring all necessary documentation is submitted accurately. * Assist with Home Equity applications by submitting member information and documents in a timely and accurate manner. * Support the training of new Loan Officers, assisting with processing loan applications and sharing best practices. * Demonstrate a strong understanding of products and services while using the ability to effectively communicate their features, benefits, and uses to members when recommending solutions. * Contribute to service improvement efforts by resolving complex member inquiries and suggesting process enhancements. * Share knowledge of products, services, and procedures with members and coworkers, presenting relevant topics at meetings as needed. * Enhance the member experience by supporting service initiatives, promoting responsiveness, and recommending tailored solutions that drive member satisfaction and loyalty. * Assist peers to ensure concerns are addressed promptly and professionally, effectively handling escalations, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. Senior Loan Officer: * Master all duties and responsibilities of Loan Officer and Loan Officer II, consistently demonstrating high performance through established metrics. * Drive team success by supporting individual and branch sales goals through behavior modeling, encouragement, role-playing, training activities, and promotions. * Facilitate adaptation to internal and external business changes, including strategies, structures, procedures, and technology, helping peers navigate transitions smoothly. * Lead proactively by initiating and supporting training sessions, promotions, decision-making processes, and risk assessments. * Exhibit leadership in managing complex member situations and requests, providing guidance and solutions. * Serve as a resource for members and colleagues by offering in-depth knowledge of products, services, and procedures, establishing yourself as a go-to expert across all branches. * Proven ability to mentor effectively to help others identify and address complex fraud situations, ensuring the security and trust of members. * Demonstrated success in training and mentoring new Loan Officers in loan application processing and member interactions, ensuring a high standard of service. * Resolve escalated issues strategically by implementing effective solutions, enhancing service delivery, and mentoring others to prevent future occurrences. * Develop leadership skills by presenting topics at branch meetings, fostering a culture of continuous learning and improvement. * Evaluate and improve processes by offering suggestions to leadership for increased efficiencies, training opportunities, and enhanced member service. * Lead and optimize member service initiatives by developing training programs for team members and driving continuous improvement to elevate the overall member experience. Job Requirements: Loan Officer I: * Follow proper balancing and cash handling procedures * Regular and predictable attendance * Demonstrate company core values * Ability to work scheduled hours including, weekend and overtime, when applicable * Receptive to accepting and applying feedback * Strong attention to detail * Proficient in member service * 3+ years customer service/sales experience or equivalent desired, with consumer lending experience preferred * Knowledge of lending regulations, credit analysis, and loan origination processes * Demonstrate comprehensive knowledge of consumer lending products, services, and processes * Strong ability to analyze financial and credit data * Excellent listening skills * Professional business etiquette and presentation skills, including maintaining professional workspace * Proficient in sales skills with identifiable results * Critical thinking and problem-solving skills * Effective verbal and written communication skills * Effective teamwork and collaboration skills * Skills in de-escalating and resolving escalating member situations * Effective use of fraud detection and prevention techniques * Adaptability and Flexibility * Analytical skills and the ability to work independently * Math and general clerical aptitude * Ability to multitask and prioritize * Reliable and dependable * Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred * High School Diploma or GED Loan Officer II: * Master all Loan Officer knowledge, skills, and abilities * In-depth understanding of consumer loan processes, including application and funding procedures * Advanced sales skills with proven ability to fund loans, and the ability to support peers in developing their sales skills * Exceptional communication skills, with the ability to effectively convey complex information to members and co-workers * Advanced skills in de-escalating and resolving member issues, with a proven ability to effectively navigate complex conflicts and guide peers in managing escalated concerns * Proven ability to make complex decisions with the ability to guide others in developing this skill * Represent the department on Credit Union committees, special projects, and initiatives, with professionalism * Work independently, demonstrating accountability while requiring minimal supervision * Emerging leadership skills to mentor with the ability to support training efforts and share best practices with peers Senior Loan Officer: * Master all Loan Officer and Loan Officer II knowledge, skills, and abilities * Subject matter expert on the loan process including risk identification and mitigation * Comprehensive understanding of consumer loan products, services, and procedures * In-depth knowledge of branch operations, sales strategies, and performance metrics * Well-versed in regulatory requirements and compliance standards in the financial industry * Advanced skill of fraud detection and prevention techniques * Knowledge of training methodologies and best practices for mentoring and coaching * Leadership and team management skills, with the ability to motivate and guide team members * Excellent communication skills, both verbal and written, for effective member and colleague interactions * Analytical skills to evaluate processes and suggest improvements * Advanced sales skills to support branch sales goals and initiatives * Training and development skills to mentor new employees and enhance team performance * Ability to adapt to changes in business strategies, structures, procedures, and technology * Proactive leadership in initiating and supporting training, promotions, and risk assessments * Capability to serve as a resource for in-depth product and service knowledge across branches * Mentoring ability to guide others in identifying and addressing fraud situations * Presentation skills to develop and deliver topics at branch meetings * Continuous improvement mindset to evaluate and enhance processes, training, and member service initiatives * Expertise in advanced de-escalation and resolution of member issues, coupled with exceptional problem-solving and decision-making abilities to navigate complex situations * Strategic thinking to effectively manage and resolve escalated concerns while guiding others 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. Review the corresponding behaviors here. Physical Demands & Work Environment: * May be required to remain in a stationary position for an extended period of time * 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 office area * Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure * May be required to bend, reach, stoop, or perform other physical movements as necessary to access files, equipment, or other materials * This position is able to work in onsite working arrangements Disclaimer: * 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.

* This position is hybrid. The selected candidate must be able to work in Brighton, MI three days a week. More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include: * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job Summary The Innovation Strategist plays a key role in uncovering actionable insights through primary and secondary research, collaborating with cross-functional teams to shape and drive strategies that influence marketing, product development and organizational growth. This position will also inform and guide leaders on emerging trends and key issues that are influencing the market, helping to ensure the organization's innovation strategies remain relevant and forward-thinking as they align with our purpose and brand promise. This key team member builds strong relationships across the organization and with teammates. What You'll Do * Develop a deep understanding of members, prospective members, and the market by identifying innovation opportunities, gaps in wellbeing, and emerging trends. Engage with key stakeholders to gather insights on member needs, industry developments, regulatory changes, and competitive movements, to drive innovation. * Identify and propose additional tools and data sets to enhance our understanding of consumer and business behavior and attitudes, while actively using tools like Predictive Analytics, Integrator Advance, and Callahan Peer Analyzer to generate insights that inform strategic decisions and address emerging needs. * Leverage tools to collect and analyze data on members, competitors and market conditions, using these insights to drive innovation, refine strategic approaches, and strengthen competitive positioning for long-term success. * Translate business needs into effective research strategies by designing methodologies (e.g., interviews, surveys, focus groups, market analysis) that align with objectives and generate actionable insights. Lead primary research efforts or collaborate with external partners, when necessary. * Craft and present insights through compelling storytelling, using clear visualizations (e.g., graphs, charts, tables) and concise, bulleted summaries to effectively communicate complex data. Tailor presentations to engage audiences and drive understanding, sparking actionable strategies based on the insights shared. Audiences can include the Leadership Team, Board of Directors or a sub-committee, such as the Strategic Learning Committee. * Engage with industry partners, CUSOs, think tanks, and innovative players in the fintech and artificial intelligence (AI) spaces to gather new insights from a diverse range of sources. Review and synthesize reports, white papers and research from organizations such as Raddon, Callahan, Filene, Members Development Company (MDC), Institute for the Future, and others. Leverage foresight methodologies and tools to anticipate future trends and share key findings that inform strategic decision-making and drive innovation. What You'll Bring * Deep understanding on how consumer and business data is structured in systems and the ability to analyze data. * Deep and innate curiosity to understand the "why" and seek out patterns and opportunities. * Critical thinking and problem-solving skills. * Presentation and audience-engagement skills. * Knowledge of customer experience and journey mapping processes. * Originality and initiative are important as well as the ability to work under pressure. * Innovative and entrepreneurial spirit. * Strong communication skills, both verbally and in writing, to effectively share findings. * Proven ability to support a strong member/customer service culture. * Experience determining appropriate market research methodologies to address business challenges and opportunities. * Experience managing the design, execution, and reporting of both quantitative and qualitative research initiatives. * Experience working with various levels of business leadership required. * Future thinking experience and applied practice preferred. * BA/BS degree in Business, Marketing, Market Research or equivalent experience required. * Six to ten (6-10) years job related experience preferred. What You'll Get * Ability to collaborate and build a sense of togetherness that contributes to a positive work environment. * Being open to change and embracing new opportunities can lead to diverse experiences and career advancement. * By prioritizing member wellbeing, which leads to increased engagement, improved team dynamics, higher levels of motivation and a stronger community culture.

More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial wellbeing services * 401(K) matching with up to 5% match * Reduced health insurance * Employee wellbeing services * DE&I initiatives * Work-life balance Job summary The Member Resolution team is responsible for creating positive member interaction by delivering exceptional service via the phone, chats and emails. This role involves handling lost/stolen credit and debit cards, helping customers who are victims of fraud, troubleshooting issues with card denials, and taking applications for new credit card applications. In this position you will provide a high-quality member service using member wellbeing to understand the members' emotional connection to the situation. This team will use member wellbeing to support a wide variety of functions around card services. This role will work closely with all lines of business within the Contact Center and the Card Operations Department. What you'll do * Help members who are victims of fraud navigate the next steps, giving support and empathy in what can be an extremely difficult experience. * Debit cards increase. Credit applications for credit card increases. * Document all findings into a ticketing system to support the findings of fraud and provide provisional credit as needed. Work and update any internal tickets that are submitted. * Support expedited cards to members. * Provide support for cards via inbound and outbound member interactions. What you'll bring * 3-5 years of call center experience required * 3-5 years of financial institution experience required * Understanding debit/credit card fraud * Proficient in computer skills including word, excel, and other credit union software. What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do * Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

Member Experience Assistant Manager - Member Resolution is located in Brighton, MI More Than A Job! Why do you work each day? To us, our jobs are not just something we do to make a living, it's a way to live. We work to support our members; whether celebrating moments of joy, finding a solution to an obstacle, or offering encouragement through a time of struggle. The worth of our work isn't measured in dollars and cents, it's seen in our communities and felt by the people who believe in us. Benefits Include * Financial Wellbeing Services * 401(K) matching up to 5% * Heath Insurance with Wellness Incentives * Employee Wellbeing Services * DE&I Initiatives * Work-Life Balance Job Summary The Member Experience Assistant Manager is passionate about inspiring team members to build engaging relationships with our members to help them along their journey to financial success and overall wellbeing. This person is agile and thrives on coaching and developing others. They are committed to assisting the Member Experience Manager in delivering the best Member Experience to our members while maintaining operational excellence in our in our Relationship Center and/or Contact enter. As part of Team Lake Trust, this person will have a strong sense of teamwork and will collaborate with others to empower wellbeing and multiply positive impact. Member Experience Assistant Managers will be an advocate for our members and the communities we serve while helping to reach and exceed Lake Trust goals and implement strategic initiatives. What you'll do * Assist Member Experience Manager in providing leadership and coaching to the team, in ensuring operational excellence, quality member service, and goal attainment. * Work with team to build and deepen member relationships by assisting members on their financial wellbeing journey and offering solutions to advance their success. * Demonstrate excellent communication skills, think creatively and use sound judgement when working with your team to solve problems, focusing on one stop resolution for our members. * Provide direction on all operational aspects of the department including cash handling, security, audit procedures, and compliance. * Be adaptable and remain flexible in the face of rapidly changing business needs. * Expand and grow strong relationships among peers and other departments, encourage open communication and collaboration. * Assist Member Experience Manager in conducting meetings, huddles, and training sessions. * Assist team with transactions and procedures as needed. * Maintain knowledge of products, services, and procedures to effectively service members. * Perform other duties as required and/or assigned. What you'll bring * High school diploma required, Associate or Bachelor's degree preferred. * Minimum of 1-2 years of supervisory and/or coaching/mentoring experience required or demonstrated leadership ability within the organization. * Excellent problem solving and communication skills. * Ability to quickly adapt to changing priorities. * Passion for leading and coaching others. * Ability to motivate and inspire team. * Proven ability to support a strong member service culture while building member wellbeing. * Ability to maintain high degree of confidentiality and professional demeanor in all situations. * Willingness and ability to support other locations as needed. * Willingness and ability to assume Member Experience Manager responsibilities as needed What you'll get We know that pay and benefits are important. And, we've really got that covered. But, we also know that those are not the only things that you need to decide if this is the place for you. Join our team of Lake Trusters and you'll enjoy: * Working with an energetic team focused on making our members wildly successful * An opportunity to work with others that have your back every step of the way * Opportunities to make a difference both inside and outside of our walls * Being treated like you are more than the work you do Must be a tech savvy individual who has a high degree of adaptability to adjust quickly to change and priorities.

The Financial Services Specialist role is responsible for providing superior member experience that leads to increased member engagement and satisfaction with the Credit Union. The Financial Services Specialist will deliver personalized service, making product and service recommendations after a thorough review of each member's unique financial position. Financial Services Specialists respond to member requests while recommending additional products and services that elevate the member's financial wellbeing and perform these tasks with accuracy and efficiency. Financial Services Specialists are responsible for problem solving to find the optimal solution for the member while mitigating risk to the member and Credit Union. Work Arrangement: This position is scheduled for an onsite presence at the Charlotte Branch. Schedule: * This position requires working a standard 40 hour week during Branch hours of operations * Monday - Thursday 8:45am - 5:45pm * Friday 8:00am - 6:15pm * Rotating Saturdays 8:45am - 1:15pm * Employees work every other Saturday and receive a consistent day off during the week to offset their hours * Scheduled hours could change based on business need and future department growth. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite) 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: * Starting at $18/hour dependent 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 * Learn more about our benefits here Essential Duties and Responsibilities Financial Services Specialist * Provide superior member service by responding to members' inquiries with urgency, process transactions accurately and with proficiency, personalizing interactions with recommendations of products and services specific to members' unique needs. * Identify and sell products and services, provide financial education to enhance the member experience, and achieve individual and departmental goals. * Utilize outbound calling and cross-selling tools to further develop relationships with current members. * Utilize department and Credit Union procedures to mitigate risk, ensuring that member requests and transactions are processed with accuracy, protecting both members and the Credit Union from loss. * Manage time effectively while demonstrating initiative within the branch, consistently seeking opportunities for personal development and expanding knowledge to better serve members and the Credit Union. * Utilize a variety of communication channels (e.g., in-person, email, team collaboration tools) to ensure clear, effective, and timely communication within the team and across the Credit Union. * Actively promote and guide members in using Credit Union technology, enhancing their experience and empowering them to manage their finances with ease and confidence. * Demonstrate proficiency in Credit Union product knowledge, services, and fintech partners. * Effectively handle escalations by taking ownership, de-escalating concerns with empathy and professionalism, and resolving issues to achieve superior service. * Apply fraud detection strategies, taking steps to mitigate risks, protecting members and the Credit Union. * Complete required departmental activities and trainings to ensure compliance with state and federal regulations, and Credit Union policies. * Adhere to safety and security procedures regarding emergency situations, third party access to secure areas, and promptly communicate suspicious activity to leadership. * Follow established processes and guidelines in daily activities, adhering to all applicable laws and regulations, adapting to new information, technology platforms, handling ambiguity and adapting to change. * Display adaptability and flexibility in meeting business needs based on member volume patterns at a branch or throughout the branch network. * Consistently meet or exceed established performance metrics, contributing to the Credit Union's goals and delivering a high standard of service. Knowledge, Skills and Abilities Financial Services Specialist: * High School Diploma or Equivalent required. * Follow proper balancing and cash handling procedures * Regular and predictable attendance * Demonstrate company core values * Ability to work scheduled hours including, weekend and overtime, when applicable * Receptiveness to accepting and applying feedback * Attention to detail * Proficiency in member service * Excellent listening skills * Clear and effective communication skills * Professional business etiquette and presentation skills, including maintaining a professional workspace * Strong sales skills with identifiable results * Critical thinking and problem-solving skills * Effective use of fraud detection and prevention techniques * Effective written and verbal communication skills * Skills in de-escalating and resolving escalating member situations * Adaptability and flexibility * Analytical skills and the ability to work independently * Math and general clerical aptitude * Ability to multitask and prioritize * Reliable and dependable * Error free typing skills with emphasis on accuracy * Functional knowledge of Credit Union or other financial institution systems, products, services, and procedures preferred * High School Diploma or GED 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. 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 * Ability to move about inside of office area * Exposure to potentially hazardous conditions, i.e., robbery, and follows detailed instructions and procedures to minimize the exposure * The working arrangement for this position is onsite * Ability to safely lift, carry, and move items as required for branch operations Disclaimer * 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.