Bilingual Customer Service Specialist – 9AM-6PM Shift

First National Bank of America; East Lansing (MI); On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

Medical – multiple plans including HSA

Dental – low premiums

Vision – low premium

Discounted childcare

Pet Insurance

Paid Time Off (PTO)

401k with employer match

Adjustable desks

Job summary

First National Bank of America is seeking a client focused Bilingual Customer Service Specialist with a servant’s heart to join our Online Branch in East Lansing. This role serves as a primary contact for clients, providing service and sales support in English and Spanish, while upholding service, compliance, and operational excellence.

Schedule is Monday to Friday, 9 AM to 6 PM, and compensation includes an hourly wage with a shift premium after 5 PM.

Qualifications

• Bilingual fluency in English and Spanish (verbal and written).
• Experience in a call center supporting English and Spanish speaking customers.
• Strong interpersonal and communication skills.

Responsibilities

• Provide service in both English and Spanish for checking, savings, CDs, IRAs, and home equity products.
• Resolve account issues and ensure client satisfaction.
• Drive deposit, lending, and cross-sell growth through conversations and referrals.
• Promote digital banking tools and educate clients on their use.
• Uncover client needs and recommend suitable products.
• Ensure all transactions comply with bank policies, procedures, and regulatory standards (e.g., BSA, AML).
• Maintain accurate client records and follow up on pending documentation.

Skills

Bilingual English/Spanish

Call center experience

Interpersonal skills

Adaptability

Banking experience (preferred)

Tools

Customer service software

Job description

First National Bank of America is seeking a client focused Bilingual Customer Service Specialist with a servant’s heart to join our Online Branch. This candidate will serve as a point of contact for clients over the phone to provide an exceptional service and sales support in both English & Spanish. This role ensures that the online branch delivers on service, sales, compliance, and operational excellence while fostering a high-performance culture. The ideal candidate will enjoy working in a goal-oriented and team-focused environment.

Schedule-Monday to Friday 9AM-6PM

Compensation includes an hourly wage and a shift premium for hours worked after 5:00 PM.

This role is a full-time, in-person role at a single location: Our East Lansing, MI office.

Responsibilities

• Provide service in both English and Spanish
• Answer inquiries regarding checking, savings, CD’s, IRA’s and home equity products
• Resolve account issues and ensure client satisfaction
• Drive deposit, lending, and cross-sell growth through consistent conversations
• Promote digital banking tools
• Uncovering client needs and recommend suitable products
• Ensure all transactions comply with bank policies, procedures, and regulatory standards (e.g., BSA, AML)
• Maintain accurate client records and follow up on pending documentation

Qualifications

• Bilingual fluency (English & Spanish) – verbal and written
• Experience in a call center supporting English and Spanish speaking customers
• Exceptional interpersonal and communication skills
• Ability to quickly course correct and adapt in culture of change
• Prior banking or financial services experience (preferred)

Employee benefits

• Medical – Multiple plans to choose from including HSA and traditional. Premiums as low as $0.00
• Dental – Premiums as low as $0.00
• Vision – Low premium Plan
• Discounted childcare
• Pet Insurance
• Paid Time Off (PTO)
• 401k with employer match
• Adjustable desks that can be raised or lowered to sit or stand

At First National Bank of America, we are looking for exceptional individuals with a "servant's heart" or a natural humility that recognizes the importance of prioritizing others' needs. We celebrate and acknowledge efforts that exceed expectations, whether it's delivering added value to customers or supporting colleagues. Just as interest compounds over time, the little things we do can make a substantial difference.

First National Bank of America recognizes that the quality of our people is the foundation for our success. Attracting exceptional individuals who value a challenging work environment that rewards the contributions of its people is the cornerstone of our hiring philosophy.

Note: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties, and skills required for this job.

First National Bank of America is an Equal Opportunity Employer.

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