Banorte Invests MX$741 Million to Expand Monterrey Contact Center

Grupo Financiero Banorte has begun expanding its Roberto González Barrera Contact Center in Monterrey, Nuevo Leon, with an investment of MX$741 million (US$40.2 million).

The project will increase the center’s office space from 16,000 to over 30,000 square meters and expand the number of workstations from 2,000 to 3,800. Construction is expected to take 22 months.

Banorte stated that the expansion will generate approximately 2,800 new jobs, raising the number of operational positions from 3,000 to more than 5,800. The bank noted that the current workforce has an average age of 22, and 51% are students, many of whom begin their professional careers at the institution.

The project also seeks to honor the legacy of Roberto González Barrera, who founded the center in 2010 and played a key role in Banorte’s growth and consolidation.

Technology and Operational Strategy

Banorte highlighted that the center, named “El Visionario,” blends human warmth and expertise with cutting-edge technology. It operates with 100% digital tools and uses Artificial Intelligence (AI) to automate repetitive tasks, enabling advisors to focus on complex cases and deliver high-value, hyper-personalized customer service.

Currently, the center manages over 45 million interactions per year across multiple channels—voice, chat, video calls, social media, and email—providing services ranging from inquiries and card blocking to PIN activation and account openings.

During the groundbreaking ceremony for the second phase of the center, Carlos Hank González, Chairman of Banorte, paid tribute to his grandfather and the bank’s founder, Roberto González Barrera, using Artificial Intelligence to recreate his voice.