MSR I in Pensacola, Florida at Gulf Winds Credit Union

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:

Assists members and potential members with their financial needs, processes account transactions, resolves member concerns, and provides assistance and information regarding products and services. In addition to hourly income, this position has an incentive program that gives the employee the opportunity to earn additional compensation.

Essential Functions & Responsibilities:

Assists members by answering questions about products and services and resolves member issues that are within their authority using credit union digital channels. Refers escalations that are beyond their authority with recommended solutions to their supervisor or a higher level MSR.

Identifies cross-sell opportunities and refers members to the appropriate next level.

Maintains member account information on computer system; ensures appropriate records are accurate and up to date; complies with all applicable regulations, policies and procedures.

Acts as liaison between members and various departments.

Transfers phone calls to appropriate parties upon request.

Performs other job-related duties as assigned.

Performance Measurements:

1. Provides informed, prompt, accurate service and support to all members and team members; meets or exceeds any department goals.
2. Carries out assigned duties and responsibilities with minimal errors.
3. Actively identifies member opportunities and refers the member in order to meet or exceed department goals.
4. Complies with all applicable rules, regulations, procedures and policies, including but not limited to BSA, OFAC and Physical Security.
5. Remains professional and courteous in all interactions with members and team members.

Knowledge and Skills:

Experience: One to twelve months of similar or related experience.

Education: A high school education or GED.

Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills: Knowledge and ability to use Microsoft Office Products.

Ability to read, write, comprehend, and speak English clearly.

Normally expected to work between 6:00 a.m. and 7:00 p.m., but may be required to work extended hours, nights and/or weekends.

Must adhere to safety rules and regulations.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.

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