Virtual Member Experience Representative

About Gulf Winds

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000 members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren’t treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

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 family 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.
• Shift differential pay offered for Saturdays.

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 ITM is a cornerstone of Gulf Winds' channel transformation strategy, centralizing human expertise to extend personalized service across the ITM network in real time. The Gulf Winds Connect Member Experience Representative is the human face of this strategy: a skilled, relationship-oriented professional who delivers branch-quality interactions through technology, expanding Gulf Winds' reach and accessibility while reinforcing our brand promise at every touchpoint.

The Gulf Winds Connect Member Experience Representative delivers real-time, high-quality service to members through the Gulf Winds ITM network. This role elevates the traditional teller function by combining transactional accuracy with consultative service, channel expertise, and relationship development. Representatives within Gulf Winds Connect serve as the primary human connection point across the ITM footprint, supporting members with transactions, issue resolution, digital channel navigation, and financial needs identification. The role demands advanced systems knowledge, independent judgment, and the ability to create genuinely memorable member experiences in a technology-mediated environment.

Essential Functions & Responsibilities:

40%    Deliver accurate, efficient ITM-assisted transactions - including deposits, withdrawals, transfers, loan payments, and mobile check deposits - while maintaining full compliance with security and audit procedures.

20%    Serve as a knowledgeable resource for Gulf Winds products, services, account activity, digital tools, and channels - providing clear, confident guidance that builds member trust and reinforces our position as a full-service financial partner.

15%    Identify member financial needs and life events during interactions; initiate warm referrals to the appropriate specialist, branch team, or channel to deepen the member relationship and advance Gulf Winds' 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%    Resolve member issues with urgency and professionalism; own the interaction through resolution and follow-through, escalating appropriately while maintaining member confidence throughout the process.

5%    Maintain accurate member account records and adhere to all applicable compliance, BSA/AML, and information security policies and procedures.

5%    Performs other job-related duties as assigned.

Performance Measurements:

1.    Transaction accuracy, efficiency, and compliance - zero-defect standard for processing deposits, withdrawals, transfers, loan payments, and mobile check deposits.

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

3.    Referral production - volume and quality of needs-based referrals initiated during ITM interactions that result in meaningful member relationship deepening.

4.    Issue resolution effectiveness - timeliness, ownership, and member-confirmed resolution of escalated service issues.

5.    Channel support proficiency - demonstrated competency in ITM troubleshooting, vendor coordination, and digital channel issue resolution without escalation.

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    This position requires the ability to sit or stand for extended periods and work at a computer. The employee must be able to communicate clearly through headsets and video equipment, operate standard office tools, 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. and 7:00 p.m Monday - Friday and 8:00 a.m. and 1:00 p.m. on Saturday. Flexibility to work evenings and weekends may be required based on operational need and expanded ITM service hours.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

Gulf Winds is an Equal Opportunity Employer and Drug Free Workplace.