Bilingual Support Specialist

Fnba; East Lansing (MI); On-site; USD 17,000 - 28,000; Full time

Benefits offered by this job

Medical – multiple plans including HSA

Dental – low premiums

Vision – low premium plan

Paid Time Off (PTO)

401k with employer match

Job summary

First National Bank of America is seeking a bilingual Support Specialist to engage English and Spanish-speaking customers applying for home ownership. You will be the front line for mortgage inquiries via phone, email, and forms, uncovering client needs and gathering sensitive information to determine product eligibility.

The role offers an hourly wage with potential monthly incentives based on performance, and comprehensive in-house training to ensure success.

Qualifications

• Bilingual fluency in English and Spanish required.
• Patience, empathy, enthusiasm and exceptional communication skills.
• Customer service experience in a professional setting.
• Proven reliability: punctuality and readiness to contribute daily.
• Strong time management and organization in fast-paced environments.
• Ability to learn and work with various business software.
• Portuguese language is a plus, not required.

Responsibilities

• Handle a high volume of incoming calls with urgency and professionalism and document communications.
• Collaborate effectively in a team-oriented environment.
• Accurately document all customer interactions and communications.

Skills

Bilingual English/Spanish

Excellent communication

Customer service experience

Time management

Ability to learn software

Portuguese (desirable)

Job description

First National Bank of America is seeking customer-focused Bilingual Support Specialist to build positive relationships with our English and Spanish-speaking customers who are seeking home ownership. In this role, you are the front line for all new mortgage inquiries received through multiple channels such as phone, email and request forms. You will be responsible for uncovering client needs, building rapport and gathering important, sensitive information to determine if a client qualifies for our products. The ideal candidate would have the drive to exceed customer expectations, and the ability to meet goals and objectives efficiently.

Compensation includes an hourly wage plus the opportunity to earn monthly incentives based on results.

Responsibilities

• Manage a large volume ofincoming calls with a high level of urgency, professionalism and product knowledge and document all customer communicationsaccurately
• Performing in a team-oriented environment
• Document all customer communicationsaccurately

Qualifications

No mortgage experience? No problem! We provide in-house training to all of our Bilingual Support Specialist focused on delivering a thorough understanding of all aspects needed to set them up for success.

• Native-like fluency in English and Spanish are required for the role
• Patience, empathy, enthusiasm and exceptional communication skills are an absolute must
• Customer service experience in a professional setting
• Proven history of showing up prepared, on time, and ready to contribute each day
• Time management and organizational skills to support working in ademanding, fast-paced environment
• Ability to learn and work with various business software
• Fluency in Portuguese is desired, but not 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.

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