Lead Client Service Officer-Bilingual

*Applicants must be fluent in Mandarin and CantoneseEnterprise Bank & Trust was founded in the spirit of entrepreneurship and community. From the small mom-and-pop coffee shop to the large construction company that employs local people, our goal is to help businesses succeed and our communities thrive. With offices in Arizona, California, Florida, Kansas, Missouri, New Mexico, Nevada and Texas, we’re strong, growing and committed to supporting the communities we serve. We extend this commitment to the community to our associates, offering annual paid volunteer time off and charitable-matching opportunities. Voted a Best Bank to Work For by American Banker for multiple years, we offer our associates an array of benefits and the opportunity to chart their own career path with us. Join us in the pursuit of our mission to guide people to a lifetime of financial success, and enjoy a career filled with professional growth opportunities, interesting colleagues and the satisfaction of supporting our communities. Together, there’s no stopping you!Job Title:Lead Client Service OfficerJob Description:Summary:Responsible for leading the Client Service Officer (CSO) team in providing support to clients.  Receives and resolves inbound customer calls and emails, addressing both deposit and loan service requests.  Provides operational support to branch staff with banking functions and resolving client requests.Essential Duties and Responsibilities:Responsible for training new CSOs and reporting progress to manager.  Works closely with manager in determining training.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.Qualifications:Bilingual in Spanish preferredStrong commitment to customer serviceExcellent verbal, written and telephone communication skillsAbility to communicate and cooperate in a team environment to produce needed outcomes and meet goalsDetail-orientedAbility to train and lead by example. Skilled in technology for training associates in multiple systems.Demonstrated flexibility, versatility, commitment and good judgementStrong multi-tasking skills and ability to meet multiple deadlines in a fast-paced environmentInitiative to rectify client issues, utilizing vendors and manualsSupervisory Responsibilities:Assist manager with associate meetings, goal progress and performance discussions.Education and/or Experience: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 preferredHigh school diploma or general education degreeComputer and Software Skills:Skilled in operation of a personal computer and mobile devicesMicrosoft Word and ExcelProficiency in navigating multiple banking systemsCertificates, Licenses and Registrations:NoneSchedule: Monday - Friday 10:00 am - 7:00 pm CST3 Saturdays per quarter, 9:00 am - 1:00 pm CSTEqual Opportunity Statement:Enterprise Bank & Trust is committed to helping individuals with disabilities participate in the workforce and ensuring equal opportunity to apply and compete for jobs. If you need an accommodation in order to apply for a position at Enterprise Bank & Trust please contact Human Resources at [email protected] Bank & Trust is committed to managing our business and community relationships in ways that positively impact our associates, clients, and the diverse communities where we work and live. We are proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity or protected veteran status and will not be discriminated against on the basis of disability. All employment offers are contingent upon the applicant successfully completing both drug and background check screenings. If you would like more information about your EEO rights as an applicant under the law, please click HERE.

Created: 2025-09-03