Fulfillment Coordinator
About The Position
The Fulfillment Coordinator at ampliFI is responsible for supporting customers through phone and electronic channels (email/chat) related to reward fulfillment and escalations. This role works closely with the Escalations team to resolve customer issues, process claims, and support loyalty program inquiries in a timely, accurate, and professional manner. Work Location: This role offers a hybrid work arrangement, with our office located in Naperville, IL (60563), and requires a minimum of three days per week onsite. As a Fulfillment Coordinator, you'll play a vital role in ensuring our members have a seamless, satisfying experience.
Requirements
- Strong written and verbal communication skills
- Professional phone etiquette
- Basic technical proficiency
- Sound decision-making abilities
- Mathematical aptitude
- Strong organization, prioritization, and time-management skills
- High school diploma or equivalent required
Nice To Haves
- Strong computer proficiency
- Working knowledge of Microsoft Office (Outlook, Word, Excel)
- High attention to detail and accuracy
- Flexible and adaptable to changing schedules and priorities
- Patient, positive, and service-oriented mindset
- Reliable, dependable, and collaborative work style
- Prior customer service or call center experience preferred (but not required)
Responsibilities
- Gather and verify customer information to ensure accurate and effective issue resolution
- Support and assist with escalated cases originating from the Customer Service team
- Communicate clearly with customers by explaining procedures, answering questions, and providing guidance
- File and track order claims with vendors as needed
- Provide website and program support related to escalation issues
- Share Reward Loyalty program terms and conditions with customers
- Conduct outbound follow-up calls to resolve customer issues or provide additional information
- Participate in outbound call campaigns as required
- Respond to customer emails within established service-level timeframes (48 hours)
- Demonstrate patience, professionalism, and strong customer service skills at all times
- Effectively multitask while navigating client programs, internal systems, and customer interactions
- Maintain quality and performance standards by adhering to company policies and guidelines
- Continuously update job knowledge by reviewing reward descriptions, job aids, and participating in ongoing ampliFI training
Benefits
- Competitive salary and 401(k) with employer match
- Medical, dental, and vision coverage
- Employer-funded life insurance, short & long-term disability
- Voluntary benefits including life, accident, hospital, and critical care
- Hybrid work environment with flexible hours
- Paid time off, holidays, and parental leave
- Employee assistance program
- Professional development opportunities
- Free snacks and onsite gym
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Credit Intermediation and Related Activities
Education Level
High school or GED
