Contact Center Advisor (Hybrid Remote)

MONTERRA CREDIT UNION•Redwood City, CA

9d•$24 - $28•Hybrid

About The Position

Monterra Credit Union is seeking a full-time Contact Center Advisor for its Corporate Office in Redwood City, CA. This position offers the flexibility to work remotely after initial training and approval. The ideal candidate will have a broad knowledge of financial products and services and a passion for providing outstanding member service in a collaborative, dynamic, and community-centric environment. Monterra Credit Union values diversity, equity, and inclusion, and is committed to investing in its employees and the community.

Requirements

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

Nice To Haves

Ability to speak Spanish is preferred but is not required.

Responsibilities

Receives member inquiries primarily by telephone and online chat platform, and may conduct in-person transactions at branch locations.
Establishes membership on all related savings products and services, aiming to maximize member service relationships.
Provides assistance to new and existing members regarding all Credit Union products and services, including lending products and investment opportunities.
Serves members via online chat platform, responding promptly and providing assistance within established guidelines.
Processes single item transactions (e.g., deposits, loan payments).
Issues ATM/Visa Check cards, temporary checks, and membership cards.
Distributes product brochures and appropriate forms for new accounts/loans or changes to existing accounts.
Cross-sells various credit union services and benefits, including loans, IRAs, checking accounts, term certificates, Visa, and ATM.
Assists with processing all member email requests.
Performs clerical support functions on a rotating basis (e.g., mail distribution, paid-off loan reports, DMV, Verifications of Deposit, supply inventory).
Opens new checking, money market, certificate of deposit, and IRA accounts.
Uses judgment and discretion within established guidelines and procedures to make decisions that satisfy member needs.
Performs other related duties as assigned by the immediate supervisor.
Complies with applicable laws and regulations, including 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 members, employees, and communities achieve their financial goals.