Customer Service Supervisor

First National Bank of America; Lansing (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

Employee Discounts

Job summary

First National Bank of America is seeking a bilingual Customer Service Supervisor fluent in English and Spanish. The role drives department performance, supports employees, and delivers exceptional service in the mortgage sector. Hours are full-time, with a typical 8 a.m. – 6 p.m. schedule on weekdays.

You will lead daily operations, hire and train staff, and ensure policy adherence while maintaining a positive team environment and high customer satisfaction.

Qualifications

• Exceptional verbal communication skills in English and Spanish.
• Proven leadership and staff development abilities.
• Experience managing in a fast-paced mortgage customer service environment.
• Strong organizational and prioritization capabilities.
• Proficiency with Microsoft Excel and Word.

Responsibilities

• Lead the daily operations of the Customer Service Department.
• Motivate and supervise Customer Service Representatives to exceed goals.
• Respond quickly to inquiries from internal and external customers.
• Communicate policy changes clearly and implement new procedures.
• Assist with hiring, training and staff development.
• Schedule staff and monitor calls to maintain high standards.

Job description

First National Bank of America is seeking a Spanish and English speaker with a positive, “can do” mentality to join our team as Customer Service Supervisor. This role requires an energetic problem solver who is excited to provide our customers with the best service in the mortgage industry, while helping our employees achieve their career goals in an amazing team oriented environment!

Hours: This is a full time position. Ideal candidate will be available 8 a.m. – 6 p.m. Monday through Friday (8 hour shift daily).

Responsibilities:

• Consistently deliver more than our customers expect
• Motivate our Customer Service Representatives to achieve exceptional results
• Respond quickly to inquiries from internal and external customers
• Effectively communicate and navigate changes to policies and procedures
• Establishing new processes within the department
• Be capable of leading the daily operations of the Customer Service Department
• Take supervisor level calls
• Assist with hiring, training and development
• Assist with employee schedules
• Confidently lead staff without additional supervision
• Monitor calls to ensure our high standards are maintained
• Maintain our current department policies, as well as implementing new initiatives

Qualifications:

• Exceptional verbal communication skills in English and Spanish
• Effectively navigate challenging customer interactions effectively
• Proven experience working effectively in a fast-paced environment, while remaining calm under pressure and maintaining high team morale
• Strong self-management and prioritizing capabilities.
• Demonstrate patience and active listening skills
• Prior management experience with demonstrable leadership success preferred
• Innovative thinking with ability to share and implement new ideas
• Working knowledge of Microsoft Excel, Word, and general computer skills 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)