Customer Service Supervisor

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

Benefits offered by this job

Medical – Multiple plans

Dental – Low premiums

Vision – Low premium

Paid Time Off

401k with employer match

Discounted childcare

Pet Insurance

Job summary

First National Bank of America is seeking a Spanish and English speaker to join us as Customer Service Supervisor. This full-time role focuses on delivering exceptional service to customers in the mortgage industry while guiding team members toward their career goals.

The ideal candidate is an energetic problem solver with strong leadership, communication, and coaching skills who embraces a team-oriented environment and is available 8 a.m. – 6 p.m. Monday through Friday.

Qualifications

• Bilingual in English and Spanish is required.
• Experience managing a customer service team in a fast-paced environment.
• Strong communication and leadership skills.
• Proven ability to train and develop staff.

Responsibilities

• Lead daily operations of the Customer Service Department.
• Motivate and coach Customer Service Representatives to exceed targets.
• Respond quickly to inquiries from internal and external customers.
• Implement new processes and policy changes.
• Assist with hiring, training, and staff scheduling.
• Handle supervisor level calls and escalations.
• Monitor quality and maintain department standards.

Skills

Bilingual English/Spanish

Customer service

Problem solving

Leadership

Communication

Microsoft Excel

Time management

Tools

Microsoft Excel

Microsoft Word

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

First National Bank is an Equal Opportunity Employer.