Contact Center Advisor

Monterra Credit Union is a community-centric and growth-oriented financial institution located in the heart of the Bay Area. They are seeking a Contact Center Advisor to assist members with inquiries regarding financial products and services, primarily through telephone and online chat platforms.

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