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.ResponsibilitiesProvides 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 requestsServes members via online chat platform, answering incoming chats promptly and providing assistance within established guidelinesProcesses single item transactions (i.e., deposits, loan payments)Issues ATM/Visa Check cards, temporary checks, and membership cardsDistributes 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 ATMAssists with the processing of all member email requestsPerforms 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 accountsWithin established guidelines and procedures, performs work requiring the use of judgment and discretion in making decisions to satisfy member needsPerforms other related duties as assigned by the immediate supervisorMust 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 ControlProvides 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 goalsSkillsBroad knowledge of financial products and servicesStrong interpersonal and communication skills, especially via telephoneAbility to efficiently solve member issues and make sound decisionsMust be organized with the ability to prioritize tasksHigh degree of accuracy is requiredMust have knowledge of PC Windows-based programsMust demonstrate flexibility in taking advantage of internal and external resources available. Willingness to provide back-up support in other departments/branchesAbility to speak SpanishBenefitsBilingual pay incentives (English/Spanish or English/Tagalog)Semi-annual bonuses for meeting key financial and operational goalsMedical, Dental, Vision, Life, and Long-Term Disability insurances401(k) including generous matching contributionsDiscounts on financial products and services, including mortgage and auto loansPaid time off, tuition reimbursement, and much more!Company OverviewWhy Work at Monterra Credit Union? We invest in the success of people and our community by giving back, making things easier, and committing ourselves to our members’ potential. It was founded in 1952, and is headquartered in Redwood City, California, USA, with a workforce of 51-200 employees. Its website is https://www.smcu.org/.



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