Bilingual Customer Service Supervisor (Spanish/English)

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 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.