Bilingual Lending Support Technician

First National Bank of America; East Lansing (MI); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

401k with employer match

Paid Time Off

Job summary

First National Bank of America is seeking a Bilingual Lending Support Technician to provide customer-focused support for mortgage customers and FNBA employees. The role emphasizes quick ticket handling, escalation when needed, and clear communication of solutions in both English and Spanish.

The position requires strong client-facing skills, attention to detail, and the ability to adapt to a changing environment. It is a full-time, in-person role at our East Lansing, MI office.

Qualifications

• Proven experience providing first level technical support for employees.
• Working knowledge of ticketing systems and remoting tools.
• 2+ years of experience with Windows.
• 2+ years of experience with hosted solutions such as Office 365.
• Native fluency in English and Spanish.
• Must have a strong attendance and performance record.

Responsibilities

• Monitor and respond to requests via the JIRA Service Desk ticketing system.
• Track, route, and redirect tickets to the correct resources.
• Walk customers through problem solving, follow up and resolve issues.
• Elevate queries to Tier II or IT Help desk as necessary.
• Recommend procedure modifications or improvements.
• Participate in Encompass projects and Mortgage Lending purchasing duties.

Skills

Bilingual English/Spanish

Job description

First National Bank of America has an opening for a customer-focused Bilingual Lending Support Technician. This position requires strong client-facing and communication skills, above average attention to details, and strong commitment to tasks completed on time. The Bilingual Lending Support Technician will respond to incoming support tickets and phone calls providing exceptional support to mortgage customers and FNBA employees. The ideal candidate will be able to adapt quickly to a constantly changing environment, possess a willingness to learn new technologies and the ability to simplify complex technical solutions and convey them to end users.

Responsibilities

• Monitor and respond quickly and effectively to requests received through the JIRA Service Desk ticketing system
• Track, route, and redirect tickets to the correct resources
• Walk customers through problem solving process, follow up, provide feedback and see problems through to resolution
• Properly elevate queries to Tier II or IT Help desk as necessary
• Recommend procedure modifications or improvements
• Participate in various Encompass projects andMortgage Lending purchasing duties

Qualifications

• Employees should have a strong performance and attendance record in their current role
• Employees should have been in their current position or with the bank for at least 12 months before applying to a new position
• Proven working experience providing first level technical support for employees
• Working knowledge of ticketing systems and remoting tools
• 2+ years of experience working with Windows
• 2+ years of experience working with hosted solutions such as Office 365
• Advanced troubleshooting, multi-tasking and customer service skill
• Native fluency in English and Spanish

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 and 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.

#LI-Onsite

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