Bilingual Service Agent I

Life at Amplify
As a growing, tech-focused credit union, Amplify Credit Union delivers value to our members through our products and impact to our community through our profits. That unique intersection is one reason we’ve been named a Top Workplace by the Austin American-Statesman six years in a row. We’re also proud to say that we’re the only full-service financial institution that doesn’t have deposit fees of any kind. We’re looking for teammates who are inspired by our mission and ready to grow their careers. As they do, our employees can expect Amplify to uphold our commitments to culture, community, inclusion, and more.

Position Summary

The Service Agent I is responsible for providing a superior banking experience for members of the credit union through remote channel interactions that personify Amplify’s brand and create memorable, long lasting relationships. Under direct supervision, provides assistance to existing and potential members by handling a high volume of calls covering a full range of basic members services in a prompt and professional manner.

RESPONSIBILITIES the following. Other duties as assigned.

• Process basic remote member transactions, to include, transfers, loan payments, fee reversals, etc.
• Perform a variety of services for members including, but not limited to; basic account inquiries, basic account maintenance, phone payments and basic online banking troubleshooting
• Educate member regarding Amplify’s remote delivery channels – such as online banking and mobile deposit – and promote their use for member convenience
• Display professional telephone etiquette with members and potential members while helping with their banking needs
• Communicate effectively during the initial call to minimize the need for future contact and escalation or requests assistance in order to provide complete resolution and member satisfaction
• Consistently meet or exceed service level requirements by effectively managing inbound calls, including but not limited to; availability, call quality, after call work, etc.
• Exercise good judgment to make sound decisions that help member and support organizational objectives
• Upholds credit union policies and procedures and champions organizational culture both internally and externally

Supervisory Responsibilities

This job has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School diploma or General Education Degree (GED). Financial industry and/or call center experience preferred but not required.

Certificates, Licenses, and Registrations

Must be bondable.

Software and Equipment Requirements

To perform this job successfully, an individual should have knowledge of and be proficient in the use of a personal computer, Microsoft Office products, 10-key calculator and telephone queue system.

Must have reliable internet access of 50MBPS which is the minimum speed required to connect to several of our systems and platforms.

Other Qualifications

Must be able to work a flexible work schedule that includes all hours of Contact Center operation including weekends. Must have or quickly obtain working knowledge of Credit Union’s products & services, policies, standard operating procedures, and State and Federal regulations.

This position requires an outgoing, team oriented and solutions driven personality.

What We Offer

To build a better bank, you must build a better team. That’s why we’re committed to offering the best benefits to our team members. We want your time at Amplify to be a jumping-off point for personal and professional success, and this means offering benefits – including paid volunteer hours and development programs – that will engage your role in our community.

• Medical, Dental, and 401(k) programs for team members.
• Customized volunteer opportunities with our signature partners (Saint Louise House).
• Additional paid time off for volunteer-related activities.
• Undergraduate and graduate tuition benefits for eligible full-time and part-time team members.

Starting Pay & Benefits

This role offers base pay of $22.37. It also entails the benefits available to all Amplify employees, including a 401(k) with a company match of 100% on the first 5% you contribute.

Location

This position is eligible to work fully remote from the following states: Alabama, Arizona, Arkansas, Colorado, Connecticut, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Vermont, Virginia, West Virginia, Wisconsin.

Team Member Testimonials

Read about some of your potential coworkers and why they enjoy working at Amplify. Or check us out on Comparably.
 

Amplify is an Equal Employment Opportunity Employer, seeking people from all backgrounds, life experiences, and world views. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.