Call Center Specialist

Call Center Specialist

Lee's Summit / Blue Springs, MO

Retail / Non-Exempt / Hybrid

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.

In This Role You Will :

• 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

Qualifications :

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.

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.