Job Description
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
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