Virtual Member Experience Manager

About Gulf Winds

Service Beyond Banking - At Gulf Winds, we are forward-thinking and team-oriented. We recognize and reward service that exceeds our members’ expectations and, most importantly, have fun while working hard and impacting our community. We’re looking for driven professionals who are passionate about service, fueled by purpose, and guided by core values of Integrity, Care, Growth, and Innovation

Our Values

Integrity

We own our decisions and actions by doing the right thing, learning from our mistakes, and taking responsibility.

Care

We help members meet their goals by listening to understand and offering the best solutions, placing kindness above all else.

Growth

We set ambitious goals, provide personal development opportunities, and encourage results.

Innovation

We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

Working at Gulf Winds

Working at Gulf Winds is not just a job, it’s a career. We’re hiring collaborative, motivated people who want to love what they do. We are forward-thinking and team oriented. We recognize and reward excellent member service and have fun while working hard. When you join the team, you can expect:

    • Open and transparent communication with your leaders

    • Consistent coaching and opportunities to improve performance.

    • Collaborative and team-focused environments

    • Short and long-term professional development

    • Opportunity to participate in cross-functional projects.

With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.

Role:

The Virtual Member Experience Manager provides strategic leadership and operational oversight for Gulf Winds Connect Member Experience Representatives. This role is responsible for directing the team that serves as the “human face” of Gulf Winds’ channel transformation, ensuring that technology-modified interactions maintain branch-quality standards. The Virtual Member Experience Manager drives team performance in transactional accuracy, financial wellness advocacy, and technical proficiency to expand Gulf Winds’ reach and accessibility. This position demands advanced systems knowledge, independent judgment, and the ability to create genuinely memorable member experiences in a technology-mediated environment. The Virtual Member Experience Manager will actively assist in troubleshooting and providing immediate support, serving as a backup representative to ensure Gulf Winds’ reach and accessibility are never compromised during standard hours.

Essential Functions & Responsibilities:

25%    Lead the team responsible for centralizing human expertise across the ITM network, ensuring the brand promise is reinforced at every virtual touchpoint. Act as a product champion and partner with cross functioning departments to ensure a frictionless, high-value experience for our members.

25%    Must maintain a flexible roster to accommodate service hours based on operational needs or future growth of the ITM network. Analyze transaction data to ensure staffing levels coincide with high-volume periods for all transactions.

20%    Resolve member issues with urgency and professionalism; own the interaction through resolution and follow-through. Meet or exceed aggregate NPS and member satisfaction targets for virtual interactions.

10%    Direct the team’s ability to identify member life events and financial needs, ensuring the volume and quality of referrals advance the credit union’s financial wellness mission.

10%    Provide advanced ITM channel support including: vendor liaison coordination, mobile check deposit troubleshooting, online banking access resolution, authentication resets, and complex multi-system issue escalation-exercising independent decision-making within established parameters.

5%    Ensure the entire department adheres strictly to all applicable compliance, BSA/AML, and information security policies and procedures.

5%    Perform other job-related duties as assigned.

Performance Measurements:

1.    Managing schedule flexibility and staffing levels within the Virtual Teller Hub (VTH) to meet operational needs during standard and expanded service hours.

2.    Member satisfaction scores - measured through post-interaction surveys, quality monitoring, and NPS feedback, with a focus on first-contact resolution and experience consistency across all channels.

3.    Referral production - success in coaching the team to act as knowledgeable resources for digital tools and channels, reinforcing Gulf Winds as a full-service financial partner.

4.    Effective resolution of complex multi-system issues and the reduction of unnecessary escalations.

5.    Demonstrated competency in managing ITM troubleshooting and vendor coordination to ensure the ITM network remains accessible across all channels.

6.    Compliance and policy adherence - consistent application of BSA/AML, authentication, and data security procedures.

Knowledge and Skills:

Experience    One to three years of member/customer-facing financial services experience, preferably in a teller, contact center, or digital service role. Experience with ITMs, video-based service delivery, or omnichannel support platforms is a plus.

Education    High school diploma or GED required. Post-secondary coursework in business, finance, or a related field preferred.

Interpersonal Skills    Exceptional ability to establish rapport, demonstrate empathy, and build trust through a screen. Comfortable navigating sensitive financial conversations with discretion and tact. Collaborative team orientation with a genuine service mindset ' thrives on helping people and represents the Gulf Winds brand with consistency and care.

Other Skills    Proficient in Windows, Microsoft Office, and credit union core systems. Ability to navigate multiple platforms simultaneously. Familiarity with digital banking, mobile deposit, and authentication systems preferred. Strong keyboard proficiency and 10-key accuracy. Critical thinking and independent decision-making in a fast-paced environment. Strong attention to detail and organizational discipline. Resilience under pressure, adaptability to evolving technology, and continuous improvement orientation. Commitment to accuracy, compliance, and member-first outcomes.

Physical Requirements    Ability to sit or stand for extended periods at a workstation, communicate clearly through headsets and video equipment, operate standard office technology, and occasionally lift or move up to 20 pounds.

Work Environment    In-person, on-site role performed within the Gulf Winds Virtual Teller Hub (VTH). This is not a remote position. Gulf Winds Virtual Teller Hub is a centralized, purpose-built service environment designed to support the ITM network across Gulf Winds' branch footprint. Standard hours are between 7:00 a.m. to 7:00 p.m. Monday- Friday and 8:00 am and 1:00 pm on Saturday. Flexibility to work evenings and weekends may be required based on operational need and expanded ITM service hours.