Bilingual Lending Support Technician

Socket.dev; East Lansing (MI); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical – multiple plans

Dental – low premiums

Vision – low premium

401k with employer match

Paid Time Off

Discounted childcare

Pet Insurance

Adjustable desks

Job summary

First National Bank of America seeks a customer-focused Bilingual Lending Support Technician (Spanish/English). You will respond to tickets and calls, assisting mortgage customers and FNBA employees in a fast-paced environment. Training is available for the right candidate with strong customer service skills.

The role emphasizes bilingual communication, mortgage knowledge, and the ability to learn new systems while maintaining high service standards.

Qualifications

• Fluent in English and Spanish (written and verbal).
• Mortgage industry knowledge and/or customer service experience.
• Strong communication, problem-solving and interpersonal skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Comfortable learning and navigating business applications.

Responsibilities

• Monitor and respond promptly to requests via the JIRA Service Desk.
• Track, route, and redirect requests to appropriate resources.
• Assist customers and employees by answering questions and following up.
• Escalate complex inquiries to the appropriate department when needed.
• Recommend process improvements to enhance support for customers and staff.
• Participate in Encompass projects and Mortgage Lending purchasing duties.

Skills

Fluent English

Fluent Spanish

Mortgage knowledge

Customer service

Strong communication

Problem-solving

Multitasking

System navigation

Job description

First National Bank of America has an opening for a customer-focused Bilingual (Spanish/English) Lending Support Technician. This position requires strong communication skills, attention to detail, and a commitment to providing timely, accurate support. The Bilingual Lending Support Technician will respond to incoming support tickets and phone calls, providing exceptional service to mortgage customers and FNBA employees. The ideal candidate will be bilingual in Spanish and English, have mortgage industry knowledge and/or customer service experience, be comfortable learning new systems, and thrive in a fast-paced environment.

FNBA is willing to train the right candidate who demonstrates strong customer service skills, a willingness to learn, and a commitment to helping customers.

Responsibilities

• Monitor and respond promptly to requests received through the JIRA Service Desk ticketing system
• Track, route, and redirect requests to the appropriate resources as needed
• Assist customers and employees by answering questions, resolving issues, and providing timely follow-up
• Escalate complex inquiries to the appropriate department when necessary
• Recommend process improvements to enhance customer and employee support
• Participate in various Encompass projects and Mortgage Lending purchasing duties

Qualifications

• Fluent in both English and Spanish (written and verbal)
• Mortgage industry knowledge and/or customer service experience is a plus
• Strong communication, problem-solving, and interpersonal skills
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Comfortable learning and navigating business applications and systems
• Strong attention to detail and commitment to delivering excellent customer service

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 uses E-Verify to confirm employment eligibility as per E-Verify guidelines.

First National Bank of America is an Equal Opportunity Employer.