Digital Services Support Specialist bei 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

Pay Range: Starting at $19.75 an hour

Application Deadline: 10/20/2025

Role:

This position works with back-office software to resolve issues and maintain member electronic transactions; assists with product development and testing of digital banking software and solutions; and provides electronic delivery support and excellent service to members by phone and other virtual delivery channels.

Essential Functions & Responsibilities:

Utilizes Digital Services back-office software to create, maintain, and monitor digital transactions and services including but not limited to digital account opening, bill pay, new enrollments and usability/functionality.

Assists with product development and testing of digital banking functionality for upgrades/fixes prior to member rollout.

Reviews and evaluates new account applications to determine if conditions meet credit union and regulatory standards. Identifies and mitigates risk and exceptions by working closely with the Fraud Department and approves/declines applications or requests additional information as needed.

Assists members with digital banking, digital account opening and other Digital Services solutions; answers questions about digital products and services and resolves member issues.

Fully cross-trained on all Digital Services duties and responsibilities; assists on projects and committees/user groups.

Performs other job-related duties as assigned.

Performance Measurements:

1. Prompt attention given to Digital Services issues regarding transactions and member satisfaction.

2. Troubleshoot and resolve member and internal inquiries to resolution.

3. Take ownership of product development/testing assignments with minimal supervision.

4. Perform testing of digital banking products timely and properly.

5. Carry out assigned duties and responsibilities with minimal errors according to establishes department standards.

6. Communicate member and internal issues to Manager timely and effectively.

7. Ensure compliance with all applicable Credit Union policies, procedures and regulations.

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

Knowledge and Skills:

Experience: Minimum 6-12 months in similar position and/or 6-12 months prior financial institution 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 use of digital banking, and other basic electronic banking methods; ability to perform daily tasks with minimal supervision and be a self-starter; computer skills with knowledge of multiple browsers and associated functions; ability to communicate effectively and efficiently using email, telephone, and any other form of communication while maintaining good command of the English language.

Physical Requirements: Light or low amount of physical exertion.

Work Environment: The position is based in-office in our Pensacola, FL market, operates primarily in an office setting, and routinely uses standard office equipment such as computers, printers, and phones. This position requires consistent presence in the office to effectively collaborate with team members and fulfill job responsibilities. It requires the ability to actively participate in conference calls and meetings with other Credit Union team members and vendors. The normal expected work schedule is Monday through Friday, 8:30a.m. to 5:00p.m. Occasional after-hours work or travel may be required to meet project deadlines or attend conferences, seminars, or client meetings. 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.  Drug Free Workplace