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First National Bank of America Verified
["Banking","Financial Services"]

Bilingual Support Specialist

East Lansing, MIOnsiteFull TimePosted 2 months ago

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Required skills

  • Bilingual
  • English
  • Spanish
  • Mortgage inquiries
  • Phone
  • Email
  • Request forms
  • Client needs
  • Gathering information
  • Qualify for products

Nice to have

  • Portuguese fluency

Role summary

First National Bank of America is hiring a Bilingual Support Specialist to assist English and Spanish-speaking customers with home ownership inquiries. This frontline role involves managing incoming calls, emails, and requests to understand client needs, gather information, and determine product qualification. The ideal candidate possesses strong customer service skills, empathy, and the ability to work efficiently in a fast-paced environment. While mortgage experience is not required due to in-house training, native-like fluency in English and Spanish is essential. Portuguese fluency is a plus. The position offers an hourly wage plus monthly incentives and standard employee benefits.

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 of incoming calls with a high level of urgency, professionalism and product knowledge and document all customer communications accurately
  • Performing in a team-oriented environment
  • Document all customer communications accurately

    • 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 a demanding, 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 uses E-Verify to confirm employment eligibility as per E-Verify guidelines.

    First National Bank of America is an Equal Opportunity Employer.

    #LI-Onsite

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