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 internal and external members by handling a high volume of calls covering the full range of member services in a prompt and professional manner. This position is a combination of needs fulfillment, problem resolution and member education.
Demonstrates comprehensive knowledge and competent delivery of all Amplify products and services by phone and through other electronic channels
Provides an excellent member experience by relating well to the member, identifying member needs and recommending appropriate products and services
Communicates 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
Displays professional telephone etiquette with members and potential members while providing assistance with their banking needs
Creates memorable and positive experiences with every member interaction by consistently going above and beyond our members' expectations while acting responsibly in the member's and the Credit Union's best interests
Consistently meets or exceeds service level requirements by effectively managing inbound calls, including but not limited to: availability, call quality, after call work, etc.
Communicates and coordinates effectively with other departments within the organization to enhance member experience
Demonstrates the ability to de-escalate issues involving upset and/or concerned members
Educates members and promotes the use of various remote services for added member convenience
Performs a variety of services for members including, but not limited to: basic account inquiries, account maintenance, funds transfers, phone payments, stop payment requests and basic online banking resolution
Demonstrates the ability to make sound decisions in ambiguous situations while minimizing the credit union's exposure to risk
To perform this job successfully, an individual must be able to perform each essential duty exceptionally. 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, Registrations
Individuals must be bondable by a Credit Union
Software & 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 be able to work a flexible work schedule that includes all hours of Contact Center operation including weekends.
Must have or be able to quickly develop working knowledge of credit union's products and services, Practices and Guidelines, Standard Operating Procedures and state and federal regulations.
This position requires an outgoing, team oriented and solutions driven personality.
This position is located in our Pond Springs branch in North Austin (NOTE: Due to COVID-19, this position may work in the contact center part of the week and at home part of the week to ensure proper physical distancing in the contact center). Click here to view the location.
Starting pay for this position is generally between $14 and $15 per hour, depending on experience.
Amplify offers full time employees many benefits, including: tuition reimbursement, 401(k) plan, profit sharing, paid time off, paid time off to volunteer in the community, paid holidays, on-site workout room and showers (Parmer location), opportunities for advancement, and a friendly, open work environment.
To learn more about our benefits, click here.
Team Member Testimonials
Click here to read about some of your potential coworkers and why they enjoy working at Amplify.
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