Call Center Specialist

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 client 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 deposit account transactions and loan payments, 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:

• Demonstrate 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
• 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 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 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