Call Center Specialist (Bilingual-English/Spanish)

About Leadbank

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.

Job Summary

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.

Key Responsibilities

• 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.