Director of Member Services - Contact Center
Apply NowCompany: Gulf Winds Credit Union
Location: Pensacola, FL 32514
Description:
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:
With you on our team we can achieve our vision of becoming the leading and most trusted credit union on the Gulf Coast.
Application Deadline: 5/02/2025
Starting Salary: $75,000 annually.
Job Description
Role:
The Director of Member Services - Contact Center is a pivotal strategic leader responsible for overseeing the daily operations, performance, and long-term vision of the contact center member services team. This role is accountable for ensuring the delivery of exceptional member service while actively driving results that align with organizational goals. This position drives operational efficiency and leads initiatives to improve member engagement, satisfaction, and loyalty. In this role, the Director will lead, by example, demonstrating a commitment to the credit union's mission and values. This includes developing team members through effective coaching and mentoring, managing change with agility, and implementing innovative solutions that enhance the overall member experience in a fast-paced, member first environment.
Essential Functions & Responsibilities:
Coaches, trains, and develops the member services team to ensure the highest level of internal and external service. Empowers team members to make independent, informed, ethical, and wise decisions in the best interest of the credit union and its membership.
Works with VP of Operations to develop strategic direction and implement the business plan of Gulf Winds to achieve short and long term goals of the credit union. Aligns departmental initiatives with overall organizational strategy.
Continuously evaluates processes to identify weaknesses and streamline operations to maximize service delivery and achieve established service level agreements (SLAs). Participates in the budget and business planning process and manages resources in accordance with budget guidelines.
Proactively seeks opportunities to improve technology, enhance member experience, and drive innovation in service delivery. Ensures tools and systems support efficient operations and high quality member interactions.
Provides direct support to team members, assists with complex member inquiries, resolves escalated issues, and appropriately escalates matters beyond authority. Serves as a subject matter expert on products and services and maintains accountability for service standards.
Performs other job-related duties as assigned.
Performance Measurements:
1. Assesses the quality of service and overall satisfaction of members using tools like post-interaction surveys or Net Promoter Score.
2. Tracks the percentage of member inquiries resolved during the initial interaction, demonstrating efficiency and service effectiveness.
3. Measures adherence to defined response times for calls, chats, or emails, ensuring timely service and operational consistency.
4. Evaluates adherence to regulatory requirements, internal policies, and call quality standards. Ensures the team operates within established compliance frameworks and audit readiness.
5. Monitors staff satisfaction, development, and retention rates, reflecting leadership effectiveness and workplace culture.
6. Operational efficiency metrics include average handle time, call volume, abandonment rates, and schedule adherence to measure productivity and resource management.
7. Measures the success and timeliness of resolving escalated issues and the effectiveness in minimizing repeat problems or complaints.
Knowledge and Skills:
Experience: A minimum of five years of experience in call center leadership is required, preferably within financial institutions.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive collaboration with others and is usually of a personal or sensitive nature. Work involves motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others
Other Skills: 1. Change readiness - Positively embraces change and remains open to changes, altering behavior as necessary.
2. Collaboration and teamwork - Works cooperatively and collaboratively with others inside and outside the organization to accomplish individual and organizational objectives.
3. Communication - Conveys information effectively in various settings, applying the best mode of communication for the situation.
4. Continuous learning and improvement - Continually participates in development opportunities to improve personal knowledge, skills, and abilities, as well as the organization's success and efficiency.
5. Creative thinking and problem-solving - Anticipates needs; thinks critically about business issues; addresses problems and issues innovatively. Analyzes relevant data, weighs alternatives, and chooses the best action plan.
6. Ownership/Accountability - Takes responsibility for decision-making and accomplishing objectives within the role; demonstrates initiative to enhance value.
Physical Requirements: This role requires sitting at a computer for most of the day. This role would also require the ability to file files, open filing cabinets, and bend or stand as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Work Environment: The position is based in-office in our Pensacola, Florida 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 collaborate with team members and fulfill job responsibilities effectively. It requires actively participating 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. Early, late, and Saturday hours are expected in the role'after-hours work or travel required to meet project deadlines or attend conferences, seminars, or 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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.
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.
Application Deadline: 5/02/2025
Starting Salary: $75,000 annually.
Job Description
Role:
The Director of Member Services - Contact Center is a pivotal strategic leader responsible for overseeing the daily operations, performance, and long-term vision of the contact center member services team. This role is accountable for ensuring the delivery of exceptional member service while actively driving results that align with organizational goals. This position drives operational efficiency and leads initiatives to improve member engagement, satisfaction, and loyalty. In this role, the Director will lead, by example, demonstrating a commitment to the credit union's mission and values. This includes developing team members through effective coaching and mentoring, managing change with agility, and implementing innovative solutions that enhance the overall member experience in a fast-paced, member first environment.
Essential Functions & Responsibilities:
Coaches, trains, and develops the member services team to ensure the highest level of internal and external service. Empowers team members to make independent, informed, ethical, and wise decisions in the best interest of the credit union and its membership.
Works with VP of Operations to develop strategic direction and implement the business plan of Gulf Winds to achieve short and long term goals of the credit union. Aligns departmental initiatives with overall organizational strategy.
Continuously evaluates processes to identify weaknesses and streamline operations to maximize service delivery and achieve established service level agreements (SLAs). Participates in the budget and business planning process and manages resources in accordance with budget guidelines.
Proactively seeks opportunities to improve technology, enhance member experience, and drive innovation in service delivery. Ensures tools and systems support efficient operations and high quality member interactions.
Provides direct support to team members, assists with complex member inquiries, resolves escalated issues, and appropriately escalates matters beyond authority. Serves as a subject matter expert on products and services and maintains accountability for service standards.
Performs other job-related duties as assigned.
Performance Measurements:
1. Assesses the quality of service and overall satisfaction of members using tools like post-interaction surveys or Net Promoter Score.
2. Tracks the percentage of member inquiries resolved during the initial interaction, demonstrating efficiency and service effectiveness.
3. Measures adherence to defined response times for calls, chats, or emails, ensuring timely service and operational consistency.
4. Evaluates adherence to regulatory requirements, internal policies, and call quality standards. Ensures the team operates within established compliance frameworks and audit readiness.
5. Monitors staff satisfaction, development, and retention rates, reflecting leadership effectiveness and workplace culture.
6. Operational efficiency metrics include average handle time, call volume, abandonment rates, and schedule adherence to measure productivity and resource management.
7. Measures the success and timeliness of resolving escalated issues and the effectiveness in minimizing repeat problems or complaints.
Knowledge and Skills:
Experience: A minimum of five years of experience in call center leadership is required, preferably within financial institutions.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive collaboration with others and is usually of a personal or sensitive nature. Work involves motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others
Other Skills: 1. Change readiness - Positively embraces change and remains open to changes, altering behavior as necessary.
2. Collaboration and teamwork - Works cooperatively and collaboratively with others inside and outside the organization to accomplish individual and organizational objectives.
3. Communication - Conveys information effectively in various settings, applying the best mode of communication for the situation.
4. Continuous learning and improvement - Continually participates in development opportunities to improve personal knowledge, skills, and abilities, as well as the organization's success and efficiency.
5. Creative thinking and problem-solving - Anticipates needs; thinks critically about business issues; addresses problems and issues innovatively. Analyzes relevant data, weighs alternatives, and chooses the best action plan.
6. Ownership/Accountability - Takes responsibility for decision-making and accomplishing objectives within the role; demonstrates initiative to enhance value.
Physical Requirements: This role requires sitting at a computer for most of the day. This role would also require the ability to file files, open filing cabinets, and bend or stand as necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.
Work Environment: The position is based in-office in our Pensacola, Florida 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 collaborate with team members and fulfill job responsibilities effectively. It requires actively participating 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. Early, late, and Saturday hours are expected in the role'after-hours work or travel required to meet project deadlines or attend conferences, seminars, or 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.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.