Call Center Specialist (Bilingual-English/Spanish)

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 Specialist is responsible for answering inbound calls, providing clear and professional support to both direct clients and BaaS partner end-customers. This role requires the ability to quickly assess the nature of the call, determine the appropriate party for resolution, and either resolve the issue or redirect it accordingly. Many callers are end-users of partner platforms who have reached the Bank in error and need assistance understanding the relationship structure. 

The Specialist must use discretion, sound judgment, and familiarity with bank and partner systems to support a wide range of questions. Call Center Specialists are expected to manage high volumes in a fast-paced environment while maintaining a high level of accuracy and caller care. 

• Answer and route inbound calls efficiently, gathering and verifying the necessary information to ensure appropriate handling or escalation, while maintaining a friendly and professional tone  
• Resolve caller inquiries and issues by thoroughly clarifying concerns, researching solutions, and implementing effective resolutions, ensuring a positive client experience throughout the process 
•  Manage partner calls by explaining the Bank’s relationship with BaaS partners and efficiently rerouting calls to the appropriate third-party contacts for further resolution 
• Provide ongoing relationship servicing to clients to further business, including status updates or enhancements to account usage and suggesting resolutions for any issues 
• Complete account maintenance and process  transactions, including verifying deposit amounts, client account balances, and check examination via online terminal 
• Document outcome and steps taken while assisting clients, as well as updating files and databases
• Adhere to all relevant banking policies, procedures, and regulatory compliance requirements to ensure security and confidentiality of client information
• Collaborate with internal departments as necessary to resolve complex client issues or address account-specific inquiries
•  Meet performance goals for call handling time, client satisfaction, and transaction accuracy
• Maintain proficiency in banking products and services to provide knowledgeable recommendations and solutions Utilize CRM (Customer-Relationship Management) system
• All other duties as assigned

• Fluency in both Spanish and English, with the ability to communicate clearly and professionally in verbal and written formats
• The ability to adapt to a fast-paced environment, multitasking when required while also showing great attention to detail
• Bring excellent client care skills that will help you build professional relationships and curate interactions based on client motivations
• Excellent oral and written communication skills
• Show curiosity, show humility, be open to new ideas and approach your work with a growth mindset
• Comfort with high-volume, routine workflows while remaining responsive to change
• Are a team player and enjoy working with people to achieve the best and most efficient result
• Show a strong accountability and group responsibility for the customers we serve, taking on and performing tasks
• Proficiency in CRM systems and Google Suite

What we offer:

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 roleMedical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRAPaid parental leaveFlexible vacation policy, including PTO and paid holidaysA fun and challenging team environment in a dynamic industry with ample opportunities for career growth

*Hours: Monday-Friday 9:00am to 6:00pm Saturday (Rotating Schedule) 8:45am-12:00pm

*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.