Virtual Member Experience Specialist

Gulf Winds Credit Union; Pensacola (FL); On-site; USD 23,000 - 29,000; Full time

Benefits offered by this job

Shift differential pay on Saturdays

Job summary

Gulf Winds Credit Union seeks a Virtual Member Experience Representative in Pensacola, FL. This full-time clerical role centers on ITM-based service, delivering branch-like interactions across digital and in-person channels to members.

The role emphasizes accurate ITM transactions, product knowledge, and building trusted relationships while working in a fast-paced environment. Weekend shifts and cross-functional collaboration are common.

Qualifications

• One to three years of member/customer-facing financial services experience.
• Experience with ITMs and video-based service delivery is a plus.
• Strong interpersonal skills and the ability to connect with customers remotely or in-person.

Responsibilities

• Deliver accurate, ITM-assisted transactions (deposits, withdrawals, transfers, loan payments, mobile deposits) with security compliance.
• Serve as a knowledgeable resource on Gulf Winds products, services and digital channels.
• Identify member needs and refer to the appropriate specialist to deepen relationships.
• Provide ITM channel support including troubleshooting, authentication resets, and multi-system escalation.
• Resolve member issues with urgency, maintain accurate records and ensure compliance.
• Support additional duties as assigned.

Skills

Customer service

Financial services

Empathy

Multichannel support

Education

High school diploma

GED

Tools

ITMs

Video-based service

Omnichannel platforms

Job description

Gulf Winds Credit Union seeks a Virtual Member Experience Representative in Pensacola, FL. This full-time clerical role centers on ITM-based service, delivering branch-like interactions across digital and in-person channels to members.

The role emphasizes accurate ITM transactions, product knowledge, and building trusted relationships while working in a fast-paced environment. Weekend shifts and cross-functional collaboration are common.