Member Advocate I

About Gulf Winds

Gulf Winds Credit Union offers innovative financial tools that give our members freedom to live life with their finances under control. Since our founding in 1954, we have grown from a single branch in Pensacola, Florida, to a regional institution with over $1 billion in assets and 83,000+ members across Florida, Alabama, and Georgia. From daily banking needs to investment services, our members aren't treated like an account number, but as part of the family.

Our Values

We are guided by our core values of Integrity, Care, Growth, and Innovation and are dedicated to our members, our community and each other.

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 family 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.

Job Description

Role:

This position supports Gulf Winds' mission/vision by serving members, utilizing Gulf Winds' core values, strategies and best practices to provide Service that Soars Above. Welcomes members in the branch and provides superior and professional service that promotes Gulf Winds' financial solutions and security. Ensures that member needs are achieved by understanding their financial needs and recommends the most appropriate product and service solutions that fulfill immediate and future financial needs. Accurately and efficiently processes a variety of financial inquiries, service requests, new accounts, new loans, account maintenance, and account monetary transactions. 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 member 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 the Credit Union's offering including all lines of business.

Establishes new relationships, opens new accounts, takes and processes 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.

• Accepting deposits, withdrawals and payments
• Cashing checks
• Processing transfers
• Selling cashier checks and/or other negotiable instruments
• End of day balancing and completing necessary reports or documentation as required
• Cash vault responsibilities
• Secures the Credit Union's assets by handling cash and negotiable instruments in a consistent manner, properly identifying members and keeping member information confidential
• 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.

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.

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:

1. Provide friendly, professional, personal service to all members and associates, measured by net Promoter Score.
2. Meet Loan Production goals measured by closed loan dollars.
3. Meet new member growth measured by number new member relationships established.
4. Meet Referral goals measured by number of referrals submitted in the referral system.
5. Adhere to Teller Balancing Policy standards.
6. Regular Reliable Attendance.
7. Complies with all applicable rules, regulations, procedures and policies, including but not limited to BSA, OFAC and Physical Security.
8. Demonstrate behaviors consistent with the Gulf Winds Core Values.

Knowledge and Skills:

Experience: One year 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.

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