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 seven 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