[Hiring] Bilingual Service Agent I @AMPLIFY CREDIT UNION

Role Description

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 member services in a prompt and professional manner.

• 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
  • Basic online banking troubleshooting
• Educate members 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 for 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 members and support organizational objectives.
• Uphold credit union policies and procedures and champion organizational culture both internally and externally.

Qualifications

• High School diploma or General Education Degree (GED).
• Financial industry and/or call center experience preferred but not required.
• Must be bondable.
• Must be able to work a flexible work schedule that includes all hours of Contact Center operation including weekends.
• Must speak English and Spanish fluently.

Requirements

• Knowledge of and proficiency in the use of a personal computer, Microsoft Office products, 10-key calculator, and telephone queue system.
• Reliable internet access of 50MBPS which is the minimum speed required to connect to several of our systems and platforms.
• Must have or quickly obtain working knowledge of Credit Union’s products and services, policies, standard operating procedures, and State and Federal regulations.
• This position requires an outgoing, team-oriented, and solutions-driven personality.

Benefits

• 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.
• Base pay of $22.12 per hour.
• 401(k) with a company match of 100% on the first 5% you contribute.