Contact Center Advisor (Hybrid Remote)

Contact Center Advisor (Hybrid Remote)

Would you like the flexibility to work remotely? Do you possess a broad knowledge of financial products and services? Would you like to work at a collaborative organization that thrives on providing outstanding member service both internally and externally? Would you like to work at a multi-faceted, dynamic organization that thrives on teamwork and collaboration? If so, we'd love to talk with you about Monterra Credit Union's full-time Contact Center Advisor Position! Located in the heart of the Bay Area, Monterra Credit Union is a community-centric and growth-oriented financial institution. We invest in the success of people and our community by giving back, making things easier, and committing ourselves to our members' potential. Diversity, equity and inclusion are critical to our success, and we value the varied backgrounds and experiences that everyone brings to our organization. If you value collaboration, forward-thinking, and giving back, this just might be the place for you.

Salary & Benefits Monterra Credit Union reflects the value placed on employees by providing an excellent salary and benefits package: Starting pay of $24.00 - $28.00 per hour depending on experience 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!

Position Summary Receives members inquiries primarily by telephone and online chat platform, although may also conduct in-person transactions with members at branch locations. Establishes membership on all related savings products and services, attempting to maximize the number of service relationships the member has with the credit union. This position works on-site at our Corporate Office in Redwood City, CA. Upon completion of training and approval, you may be eligible to work in a flexible hybrid remote work.

Primary 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.

Physical Demands The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing duties of the job, employee may be required to use frequent physical activities include sitting, standing, reaching, walking, talking, bending, and constant use of hands. Employee must occasionally lift and/or move up to 5 pounds. Employee may occasionally work overtime. These activities are not necessarily performed to the same degree and combination every day.

Monterra Credit Union is an equal-opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, disability, or protected veteran status.

Qualifications

• 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 is preferred but is not required.