Call Center Manager

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri.  Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate.

We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an extensive understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone’s money does what it’s supposed to do. 

As a Community Bank, we provide personalized banking services and solutions to support the businesses, individuals, and charitable organizations of the Kansas City Metropolitan Area, both in branch and online. We are committed to fostering strong relationships, supporting local economic growth, and we believe in the power of being an integral part of the community we serve.

Role Description:

The Call Center Manager leads the team responsible for both direct client support and triaging inquiries from BaaS partner end-customers. This role oversees day-to-day call center operations and ensures all inquiries, whether from direct clients or from partner end-customers, are handled with clarity, efficiency, and professionalism. The Call Center Manager sets the tone for service excellence, ensures alignment with standard procedures and compliance processes, and supports a team of Call Center Specialists through coaching, evaluations, and continuous improvement. 

This role requires a high degree of communication, judgment, and operational awareness. The Call Center Manager serves as the voice of the client internally, identifying service trends and bringing forward insights to improve the client and partner experiences. They also manage escalated calls and equip their team to navigate complex interactions with empathy and precision. 

• Maintain an active role in call handling, balancing direct call volume with leadership responsibilities
• Establish client support best practices, maintaining a high standard of professionalism, clarity, and caller focus
• Create and review policies and procedures for Call Center Specialists to adhere to
• Lead, coach and develop the Call Center Specialists
• Oversee daily workflows and team scheduling, ensuring consistent coverage and operational continuity
• Serve as the escalation point for complex or dissatisfied callers, providing clear resolutions while protecting the Bank’s boundaries and commitments
• Respond to direct client questions and routed questions from branches, operations, and loan-teams
• MonitorCall Center including reporting, service level expectations and software utilization.
• Communicate trends, pain points, and client feedback to internal teams, acting as the ears of the organization and proactively identifying opportunities for improvement
• Contribute to the strategic initiatives to enhance overall client experience
• Adhere to all relevant banking policies, procedures, and regulatory compliance requirements to ensure security and confidentiality of client information
• Complete account maintenance and process client transactions
• Perform all other duties as assigned

• A minimum of 2 years of banking experience, with experience in a call center or high-volume client service environment strongly preferred.
• Demonstrated ability to support team success through strong service delivery, collaboration, and a willingness to engage with new tools, processes, and service expectations across client types.
• Experience leading through high-contact volume, coaching for tone and consistency, and resolving complex service situations. 
• Strong organizational skills with experience in managing multiple time-sensitive projects simultaneously 
• Self-starter with a high sense of urgency, proactive communication style, and willingness to lead by example
• Are a team player and enjoy working with people to achieve the best and most efficient result
• Bring excellent caller care skills that support clear, respectful communication across a wide range of callers, including escalated or misdirected inquiries
• Excellent oral and written communication skills
• Show curiosity, show humility, be open to new ideas and approach your work with a growth mindset

• At Lead, we design our benefits to support company culture and principles, to foster an efficient and inspiring work environment, and to create the conditions for our team to give their best in both work and life

• Competitive compensation, including opportunities for equity grants and cash bonus, based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRA
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A fun and challenging team environment in a dynamic industry with ample opportunities for career growth 

*Lead Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.