Call Center Agent Bilingual

Overview

As a Call Center Agent (Bilingual 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

• Assists members participating in clients’ Reward Programs, answering questions, guiding them through the process, and ensuring they feel heard, supported, and valued at every step.
• 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.
• 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.

Qualifications

• Familiarity with outbound call campaigns and customer follow-up procedures.
• Empathy, patience, and professionalism in all customer interactions.
• Adaptability and comfort working in a fast-paced, dynamic environment.
• Positive attitude, resilience, and solution-oriented mindset.
• Team collaboration and willingness to support peers.
• Attention to detail and commitment to quality.
• Proactive approach to anticipating customer needs and resolving issues.

Skills

• Ability to comfortably communicate with the members in both Spanish and English.

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.

About AmpliFI

At ampliFI Integrity guides every decision, Curiosity drives innovation, and Advocacy ensures we always put our clients and teammates first. We foster a supportive, fun workplace where your contributions are valued, and your growth is encouraged. ampliFI provides fully outsourced, customized credit and debit card loyalty programs exclusively focused on banks and credit unions nationwide. For nearly two decades, we have delivered compelling rewards programs, unique earn and burn opportunities and card-linked programs to leverage merchant funded offers. Here at ampliFI, we are always looking for more great people to be a part of the relentless pursuit of excellence in everything we do.