Fulfillment Coordinator

ampliFI Loyalty Solutions•Naperville, IL

14d•$17 - $20•Hybrid

About The Position

At ampliFI Loyalty Solutions , we help banks and credit unions drive cardholder engagement and build lasting loyalty through personalized, results-driven rewards programs. With over 25 years of experience in the financial services industry, we’re passionate about delivering innovative solutions—always guided by our core values: Integrity , Curiosity , and Advocacy . What You’ll Do 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. How You Will Contribute As a Fulfillment Coordinator, you’ll play a vital role in ensuring our members have a seamless, satisfying experience. Here is how you will make an impact: 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 What You Bring 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 Additional Skills & Attributes 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 Education & Experience High school diploma or equivalent required Prior customer service or call center experience preferred (but not required) Work Environment & Physical Demands This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers and smartphones. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Frequently required to sit and stand. Required to use hands to handle or feel objects, tools or controls. Visual acuity and manual dexterity are required such as using software and a laptop computer. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Why Work at ampliFI? We believe that happy, fulfilled employees build better solutions. That’s why we offer a supportive, flexible, and fun work environment built on trust and collaboration. Benefits & Perks 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 The compensation range listed below represents the potential salary for this role at the time of posting. However, the final salary may be higher or lower than the stated range, and this range may be adjusted in the future. An employee’s placement within the salary range will depend on various factors, including but not limited to: relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any applicable collective bargaining agreements, and the needs of the business or organization. The salary range for this role is $17 to $20 per hour. ampliFI Loyalty Solutions embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe the more inclusive we are, the better our company will be.

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

Prior customer service or call center experience preferred (but not required)
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

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