Bilingual Support Specialist

East Lansing, Michigan
May 04, 2023
Jun 04, 2023


First National Bank of America is a nationwide mortgage lender in the Non-QM segment. Our business is unique in that we underwrite and service all of the loans we write in house. This allows us to focus on our clients individually, customize our guidelines on a case-by-case basis and build lasting relationships with the people we help. Our retail loan officers are dedicated to improving the lives of their direct clients and as a Bilingual Support Specialist, you will be the first FNBA contact for our Spanish speaking clients. Patience, empathy, enthusiasm and exceptional bilingual communication skills are an absolute must. 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.

A successful Bilingual Support Specialist will have an optimistic outlook, enthusiastic personality, positive attitude and thrive on being part of dynamic team that helps individuals with home ownership. So, if you love interacting with people on the phone, enjoy being challenged, know how to smile and have the drive to exceed customer expectations, we welcome you to apply to join the First National family!

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

Job Type: Full-time

Location: On-site in our East Lansing, MI office


  • Manage a large volume of incoming calls with a high level of urgency, professionalism and product knowledge and document all customer communications accurately
  • Actively collaborate and provide verbal translation to between prospective customers and our in-house loan officers lending team to provide an exceptional customer experience
  • Performing in a team oriented environment
  • Document all customer communications accurately


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

  • Equal fluency in both Spanish and English required
  • Patience, empathy, enthusiasm and exceptional communication skills are an absolute must.
  • Customer service experience
  • Time management and organizational skills to support working in a demanding, fast-paced environment
  • Ability to meet goals and objectives efficiently
  • Ability to learn and work with various business software

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
  • Paid Time Off (PTO)
  • 401k with employer match
  • Adjustable desks that can be raised or lowered to sit or stand
  • Complimentary snacks

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.

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