Bilingual Customer Service Supervisor

First National Bank of America; Lansing (MI); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Medical – multiple plans

Dental – low premiums

Vision – low premium

Paid Time Off (PTO)

401k with employer match

Discounted childcare

Pet Insurance

Job summary

First National Bank of America is seeking a bilingual (English/Spanish) Customer Service Supervisor to lead our mortgage support team. The role focuses on delivering outstanding service to customers while helping staff grow professionally in a collaborative environment.

The ideal candidate will manage day-to-day operations, coach team members, and implement new processes to maintain high service standards. The position is full-time with daytime hours.

Qualifications

• Bilingual in English and Spanish required; strong verbal and written communication.
• Prior management experience with proven leadership success preferred.
• Experience delivering exceptional customer service in a fast-paced mortgage or financial environment.

Responsibilities

• Lead and motivate Customer Service Representatives to deliver exceptional results.
• Manage daily operations of the Customer Service Department; handle supervisor-level calls.
• Assist with hiring, training, and staff development; coordinate employee schedules.
• Communicate changes to policies and procedures effectively to the team.
• Establish new processes within the department and monitor adherence to standards.
• Respond quickly to inquiries from internal and external customers.

Skills

Bilingual English/Spanish

Leadership experience

Customer service excellence

Conflict resolution

Active listening

Communication skills

Scheduling & staffing

Tools

Microsoft Excel

Microsoft Word

Job description

First National Bank of America is seeking a Spanish and English speaker with a positive, “can do” mentality to join our team as Customer Service Supervisor. This role requires an energetic problem solver who is excited to provide our customers with the best service in the mortgage industry, while helping our employees achieve their career goals in an amazing team oriented environment!

Hours: This is a full time position. Ideal candidate will be available 8 a.m. – 6 p.m. Monday through Friday (8 hour shift daily).

Responsibilities

• Consistently deliver more than our customers expect
• Motivate our Customer Service Representatives to achieve exceptional results
• Respond quickly to inquiries from internal and external customers
• Effectively communicate and navigate changes to policies and procedures
• Establishing new processes within the department
• Be capable of leading the daily operations of the Customer Service Department
• Take supervisor level calls
• Assist with hiring, training and development
• Assist with employee schedules
• Confidently lead staff without additional supervision
• Monitor calls to ensure our high standards are maintained
• Maintain our current department policies, as well as implementing new initiatives

Qualifications

• Exceptional verbal communication skills in English and Spanish
• Effectively navigate challenging customer interactions effectively
• Proven experience working effectively in a fast-paced environment, while remaining calm under pressure and maintaining high team morale
• Strong self-management and prioritizing capabilities.
• Demonstrate patience and active listening skills
• Prior management experience with demonstrable leadership success preferred
• Innovative thinking with ability to share and implement new ideas
• Working knowledge of Microsoft Excel, Word, and general computer skills required

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

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.

As set forth in First National Bank of America’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.