Virtual Member Experience Representative

About this role

• **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.

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