Virtual Member Experience Representative

Gulf Winds Credit Union•Pensacola, FL

7h•Onsite

About The Position

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.

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

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.
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.
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.
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.
Resolve member issues with urgency and professionalism; own the interaction through resolution and follow-through, escalating appropriately while maintaining member confidence throughout the process.
Maintain accurate member account records and adhere to all applicable compliance, BSA/AML, and information security policies and procedures.
Performs other job-related duties as assigned.