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.