Member Advocate Expert

Gulf Winds Credit Union; Pensacola (FL); On-site; USD 32,000 - 36,000; Full time

Benefits offered by this job

401(k) with company match

Employer-funded pension plan

Paid holidays

PTO 18 days

Volunteer time

Health, dental, vision insurance

Job summary

Gulf Winds Credit Union is seeking a highly motivated Member Advocate Expert to welcome members in-branch and deliver professional, service‑driven support. You will handle a range of inquiries, open new accounts, process loans, and help members meet their financial goals while promoting Gulf Winds’ solutions.

The role emphasizes relationship-building, teamwork, and adherence to Gulf Winds’ values of Integrity, Care, Growth and Innovation. A competitive incentive program accompanies hourly pay.

Qualifications

• Three to five years of similar or related experience.
• High school education or GED required.

Responsibilities

• Assist members with inquiries and account questions.
• Open new accounts and process consumer and HELOC/HELOAN applications.
• Provide outstanding service and promote Gulf Winds products.
• Educate members on Gulf Winds offerings and refer to appropriate lines of business.
• Support branch operations in the absence of managers.
• Handle audits and compliance tasks as needed.

Skills

Customer service

Communication skills

Sales experience

Education

High school diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Member Advocate Expert

Full Time Pensacola, FL, US

5 days ago Requisition ID: 1157

Salary Range: $22.75 To $25.50 Hourly

About Gulf Winds

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.

We challenge the status quo to enhance the member’s experience and solve tomorrow’s challenges today.

We Invest in Our People

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include 11.5 paid federal holidays, PTO starting at 18 days for new hires, 16 hours of paid volunteer time, competitively priced medical insurance, and dental and vision coverage with 100% of individual premiums paid by Gulf Winds. Team members also receive employer-paid life insurance, short-term disability coverage, a 401(k) with company match, an employer-funded pension plan, flexible spending accounts, tuition reimbursement, and wellness programs.

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 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.

Role:

This position supports Gulf Winds' mission/vision by serving members, utilizing Gulf Winds' core values, strategies, and best practices to provide an experience beyond the members' expectation. The Member Advocate Expert (MAX) will welcome members in the branch while providing superior and professional services that promote Gulf Winds' financial solutions and security. The person in this role will ensure that members needs are fulfilled by understanding the members' financial needs and recommending the most appropriate solution that fulfills immediate and future financial needs. A MAX will accurately and efficiently process a variety of financial inquiries, service requests, new accounts, new loans, account maintenance, and account monetary transactions. The person in this position will work with team members to provide optimal service to our members in the Branch Manager's or Assistant Branch Manager's absence. In addition to hourly income, this position has an incentive program that gives the employee the opportunity to earn additional compensation.

Essential Functions & Responsibilities:

Approaches, greets, and welcomes members into the branch, establishes relationships while understanding member needs by asking appropriate questions and recommends the best solution to strengthen the member’s financial well-being. Engages members in conversation and delivers an exceptional experience at all touch points and zones within the member journey of the branch. Educates members on Gulf Winds and its' offerings including all lines of business. Serves as the liaison and stand in for branch employees and members in the absence of the Branch Manager or Assistant Branch Manager.

Establishes new relationships, opens new accounts, takes and processes both consumer and HELOC/HELOAN loan applications. Develops effective service and sales strategies to promote products and services to meet or exceed individual and team-based goals. Utilizes marketing, digital, branding elements, and all technology to engage members in conversation and needs discovery. Creates and delivers an experience that deepens relationships and delivers the Gulf Winds' Brand.

Utilizes knowledge and technology to identify member needs with Gulf Winds’ lines of business such as investment and mortgage services, and seamlessly refers members to the appropriate line of business.

Assists members in a variety of Member Service Requests including but not limited to –

• Engages members in conversation to determine specific needs and goals.
• Assisting members with account related problems such as lost debit and credit cards, balancing of accounts, changes in account ownership, etc.
• Assisting members with requests, complaints, research and follows-up on details to resolve matters to the member’s satisfaction.
• Assists with audits; including but not limited to branch audits, security audits, teller cash audits, TCR audits, new account and loan audits, and any specialized audits required of the branch.

Actively learns, demonstrates, and fosters the Gulf Winds culture. Takes personal initiative and is a positive example for others to emulate. Actively participates in community activities that support Gulf Winds’ community efforts and initiatives.

Takes ownership of resolving member requests or inquires by either resolving them personally or facilitating resolution through the appropriate team member or department. Follows up to ensure member satisfaction with the resolution.

Performs other job-related duties as assigned.

Performance Measurements:

Provide friendly, professional, personal service to all members and associates, measured by Net Promoter Score.

Meet Loan Production goals measured by closed loan dollars.

Meet new member growth measured by number of new member relationships established.

Meet Referral goals measured by number of referrals submitted in the referral system.

Demonstrate behaviors consistent with the Gulf Winds Core Values.

Complies with all applicable rules, regulations, procedures, and policies; including but not limited to BSA, OFAC and Physical Security.

Knowledge and Skills:

Experience: Three to five years of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job. Work involves extensive personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Other Skills: Ability to read, write, comprehend, and speak English clearly. Demonstrated ability to work independently and provide a high level of customer service. Demonstrated ability to organize, manage, and track multiple detailed tasks and assignments in a fast-paced work environment. Demonstrated ability to use mathematics to process account and transaction information. Normally expected to work between 8:30 a.m. and 5:00 p.m. but may be required to work nights and/or weekends. Must adhere to safety rules and regulations.

Physical Requirements: This position may require significant time spent on your feet or moving about the branch. Potential for some heavy lifting. Reasonable accommodations may be made for the appropriate need.

Work Environment: May be required to travel to branches other than your assigned location.

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.