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Member Support Specialist

2 months ago

Pensacola, Florida, United States Gulf Winds Federal Credit Union Full time

About Gulf Winds Federal Credit Union

Gulf Winds Federal Credit Union is dedicated to providing innovative financial solutions that empower our members to manage their finances effectively. Established in 1954, we have expanded from a single branch in Pensacola, Florida, to a prominent institution with over $1 billion in assets and a membership exceeding 83,000 across Florida, Alabama, and Georgia. Our approach prioritizes personal relationships, ensuring that our members feel valued and supported.

Our Core Values

We operate under the guiding principles of Integrity, Care, Growth, and Innovation, committed to serving our members, community, and each other.

Integrity
We take responsibility for our actions, learn from our experiences, and strive to do what is right.

Care
We prioritize understanding our members' needs and providing tailored solutions with kindness.

Growth
We set ambitious goals and foster personal development to achieve outstanding results.

Innovation
We continuously seek to improve the member experience and address future challenges.

Working at Gulf Winds

Joining Gulf Winds means embarking on a fulfilling career. We seek collaborative and driven individuals who are passionate about their work. Our culture promotes open communication, consistent coaching, and opportunities for professional development. As part of our team, you can expect:

  • Transparent communication with leadership
  • Ongoing coaching to enhance performance
  • A team-oriented work environment
  • Opportunities for professional growth
  • Participation in cross-departmental projects

Together, we aim to become the most trusted credit union on the Gulf Coast.

Position Overview

Compensation: Starting at $19.33 per hour

Role:

This role is integral to Gulf Winds' mission, focusing on member service excellence. You will welcome members into the branch, providing professional assistance that promotes our financial solutions. Your goal is to understand their financial needs and recommend suitable products and services to address both immediate and long-term goals. You will efficiently handle various financial inquiries, service requests, account openings, loan applications, and transactions.

Key Responsibilities:

- Greet and engage members, building relationships to understand their needs and recommend optimal solutions.

- Deliver exceptional service throughout the member journey.

- Educate members about Gulf Winds and our offerings across all business lines.

- Establish new accounts and process loan applications.

- Develop effective service and sales strategies to meet personal and team goals.

- Utilize marketing and technology to engage members and discover their needs.

- Conduct transactions using Teller Pods, including:

  • Accepting deposits, withdrawals, and payments
  • Cashing checks
  • Processing transfers
  • Issuing cashier's checks
  • Balancing at the end of the day and completing necessary documentation
  • Managing cash vault responsibilities
  • Ensuring the security of the Credit Union's assets
  • Assisting members with account-related issues
  • Resolving member requests and following up for satisfaction

- Utilize knowledge of our services to identify member needs and refer them to appropriate departments.

- Actively participate in community initiatives that align with Gulf Winds' values.

- Take ownership of member inquiries, ensuring resolution and satisfaction.

- Perform additional duties as assigned.

Performance Metrics:

  1. Deliver friendly and professional service, measured by member satisfaction scores.
  2. Achieve loan production targets.
  3. Grow new member relationships.
  4. Meet referral goals.
  5. Adhere to balancing policies.
  6. Maintain reliable attendance.
  7. Comply with all relevant regulations and policies.
  8. Exhibit behaviors consistent with Gulf Winds' core values.

Qualifications:

Experience: 1 to 5 years in a similar role.

Education: High school diploma or GED.

Interpersonal Skills: Strong courtesy, tact, and diplomacy are essential.

Other Skills: Proficient in English communication, capable of working independently, and providing high-quality customer service. Ability to manage multiple tasks in a fast-paced environment and apply mathematical skills for transactions.

Physical Requirements: This role may require extended periods of standing and some heavy lifting.

Work Environment: May involve travel to different branches.

This Job Description is not exhaustive and may be subject to change.

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