Virtual Member Experience Manager

Gulf Winds Credit Union • Pensacola, FL

1d • Onsite

About The Position

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.

Requirements

• One to three years of member/customer-facing financial services experience, preferably in a teller, contact center, or digital service role.
• High school diploma or GED required.
• 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.
• Proficient in Windows, Microsoft Office, and credit union core systems.
• Ability to navigate multiple platforms simultaneously.
• 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.

Nice To Haves

• Experience with ITMs, video-based service delivery, or omnichannel support platforms is a plus.
• Post-secondary coursework in business, finance, or a related field preferred.
• Familiarity with digital banking, mobile deposit, and authentication systems preferred.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• Ensure the entire department adheres strictly to all applicable compliance, BSA/AML, and information security policies and procedures.
• Perform other job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED