Call Center Agent- Bilingual

About the position As a Bilingual Call Center Agent (Spanish), the role is a key part of the ampliFI team, representing clients and delivering on the promise of exceptional cardholder engagement. The position involves creating positive first impressions and building strong, lasting relationships by providing prompt, friendly, professional, and personalized service whether over the phone, via email, or through chat. Responsibilities include assisting members participating in clients’ Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step. This role requires being on-site weekly from Tuesday through Thursday following completion of training. Training Schedule The training program begins with a 3-week, paid, in-person session at the Naperville, IL headquarters, held Monday through Friday from 9:00 a.m. to 5:00 p.m. Post-Training Work Schedule Upon completion of the 3-week, in-person training program, participants will have access to one of the following call center schedules: Saturday through Wednesday 10:30 am-7 pm (Thursday/Friday Off) Wednesday through Friday 9 am-5:30 pm and Weekends 10:30am-7 pm (Monday/Tuesday Off) Monday through Friday1:30 pm-10 pm (Sunday/Saturday Off)

Responsibilities

• Ability to comfortably communicate with the members in both Spanish and English
• Serves as the first point of contact, driving exceptional member experiences.
• Guide customers through inquiries by gathering information and leading them toward a resolution.
• Communicate clearly and professionally explaining procedures, answering questions, and offering helpful information.
• Handle inbound calls for Reward order entry, general program support, and website-related assistance.
• Provide accurate details about Reward Loyalty program terms and conditions.
• Make outbound calls to follow up on customer requests or help resolve outstanding issues.
• Participate in outbound call campaigns when needed.
• Deliver every interaction with patience, empathy, and excellent service.
• Juggle multiple systems, client programs, and tasks with ease.
• Uphold company standards by maintaining accuracy, quality, and compliance.
• Stay sharp by reviewing updated Reward descriptions, job aids, and ongoing ampliFI training.

Requirements

• High school degree or higher.
• Excellent verbal and written communication skills, with the ability to explain procedures clearly.
• Comfortable providing customer support and resolving inquiries in a bilingual (Spanish/English) environment.
• Proficiency in basic computer applications.
• Strong problem-solving and troubleshooting abilities.
• Ability to manage multiple tasks, systems, and priorities simultaneously.
• Accurate data entry and recordkeeping.
• Conflict resolution and issue escalation skills.

Nice-to-haves

• Familiarity with outbound call campaigns and customer follow-up procedures.

Benefits

• Competitive pay plus 401(k) with employer match
• Medical, dental, vision, and life insurance
• Voluntary café plans, including voluntary life, accident, hospital, critical care, and parking/transit options
• Tuition Reimbursement
• Paid time off, company holidays, and parental leave
• Employee Assistance Program
• Hybrid work environment with flexible hours
• Onsite perks including gym access and snacks
• Employee recognition programs celebrating milestones and achievements
• Growth opportunities within a supportive, team-oriented environment

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