Contact Center Advisor (Hybrid Remote)

Monterra Credit Union is a community-centric and growth-oriented financial institution located in the heart of the Bay Area. The Contact Center Advisor position involves assisting members with inquiries regarding financial products and services primarily through telephone and online chat, while also conducting in-person transactions when necessary.

Responsibilities

• Provides assistance to new and existing members with regard to all Credit Union products and services (includes all lending products and investment opportunities available)
• Is skilled in personal and telephone interviewing techniques; including the ability to respond to member inquiries and requests
• Serves members via online chat platform, answering incoming chats promptly and providing assistance within established guidelines
• Processes single item transactions (i.e., deposits, loan payments)
• Issues ATM/Visa Check cards, temporary checks, and membership cards
• Distributes product brochures and appropriate forms to set up new accounts/loans or changes to existing accounts (i.e. name changes, change of ownership, loan requests)
• Cross-sells members on various credit union services and benefits including loans, IRAs, checking accounts, term certificates, Visa and ATM
• Assists with the processing of all member email requests
• Performs clerical support of various functions on a rotating basis (i.e., mail distribution, paid-off loan reports, DMV, Verifications of Deposit, inventory of supplies)
• Opens new checking, money market, certificate of deposit, and IRA accounts
• Within established guidelines and procedures, performs work requiring the use of judgment and discretion in making decisions to satisfy member needs
• Performs other related duties as assigned by the immediate supervisor
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and laws enforced by the Office of Foreign Assets Control
• Provides service that aligns with the Credit Union’s mission of passionately delivering relevant products, services, and education tailored to help our members, employees, and communities achieve their financial goals

Skills

• Broad knowledge of financial products and services
• Strong interpersonal and communication skills, especially via telephone
• Ability to efficiently solve member issues and make sound decisions
• Must be organized with the ability to prioritize tasks
• High degree of accuracy is required
• Must have knowledge of PC Windows-based programs
• Must demonstrate flexibility in taking advantage of internal and external resources available. Willingness to provide back-up support in other departments/branches
• Ability to speak Spanish

Benefits

• Bilingual pay incentives (English/Spanish or English/Tagalog)
• Semi-annual bonuses for meeting key financial and operational goals
• Medical, Dental, Vision, Life, and Long-Term Disability insurances
• 401(k) including generous matching contributions
• Discounts on financial products and services, including mortgage and auto loans
• Paid time off, tuition reimbursement, and much more!

Company Overview