Bilingual Support Specialist

First National Bank of America; Lansing (MI); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Medical – Multiple plans to choose

Dental – Premiums as low as $0.00

Vision – Low premium Plan

Discounted childcare

Pet Insurance

Paid Time Off (PTO)

401k with employer match

Job summary

First National Bank of America is seeking a Bilingual Support Specialist to serve English- and Spanish-speaking customers on home ownership inquiries. You are the front line for mortgage questions across phone, email and forms.

The role emphasizes uncovering client needs, building rapport and gathering sensitive information to determine product eligibility, with a focus on customer satisfaction and meeting performance goals.

Qualifications

• Fluency in English and Spanish required; training provided on mortgage products.
• Patience, empathy and excellent communication skills are essential.
• Customer service experience in a professional setting.
• Reliability and punctuality are important in a fast-paced environment.
• Strong time management and organizational abilities.
• Willingness to learn and use various business software.
• Portuguese fluency is a plus, but not required.

Responsibilities

• Manage a large volume of incoming calls with urgency, professionalism and product knowledge, and document communications accurately.
• Perform in a team-oriented environment.
• Document all customer communications accurately.

Skills

Bilingual English/Spanish

Empathy

Patience

Communication

Customer service

Reliability

Time management

Software literacy

Portuguese desirable

Job description

First National Bankof 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 Bankof America is an Equal Opportunity Employer.

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