Bilingual Lead Client Service Officer (Remote Eligible: KS, MO, NM)

About the position

Enterprise Bank & Trust is seeking a Bilingual Lead Client Service Officer to lead the Client Service Officer (CSO) team in providing exceptional support to clients. This role involves receiving and resolving inbound customer calls and emails, addressing both deposit and loan service requests, and providing operational support to branch staff. The position is remote/hybrid eligible for candidates in Kansas, Missouri, and New Mexico.

Responsibilities

• Responsible for training new CSOs and reporting progress to manager.
• Leads the CSO team in resolving client and branch staff requests.
• Responds to and resolves more complex and escalated issues with clients.
• Utilizes solutions for training purposes.
• Responds to heavy call volumes, addressing all client needs.
• Performs loan transactions, payments, deposit account transfers, deposit adjustments and other transactions.
• Services all debit card requests and maintenance, including troubleshooting denied transactions, and determining fraudulent situations.
• Responds to email and secure messaging inquiries, including stop payments and address changes.
• Actively researches internal and external client requests, and performs timely follow up.
• Assists consumer clients with online banking bill pay, mobile remote deposit, and various online banking requests.
• Assists banking associates with system navigation and maintenance needs, along with resolving client issues.
• Services all credit card requests and maintenance, including troubleshooting denied transactions, account maintenance, etc.
• Delegate tasks and special projects as needed.
• Performs other duties as assigned.

Requirements

• Bilingual in Spanish preferred.
• Strong commitment to customer service.
• Excellent verbal, written and telephone communication skills.
• Ability to communicate and cooperate in a team environment to produce needed outcomes and meet goals.
• Detail-oriented.
• Ability to train and lead by example.
• Skilled in technology for training associates in multiple systems.
• Demonstrated flexibility, versatility, commitment and good judgement.
• Strong multi-tasking skills and ability to meet multiple deadlines in a fast-paced environment.
• Initiative to rectify client issues, utilizing vendors and manuals.
• Three to five years' experience in the financial services industry or a combination of relevant experience.
• Experience working in customer service preferred.
• Previous banking experience preferred.
• High school diploma or general education degree.

Benefits

• Annual paid volunteer time off.
• Charitable-matching opportunities.