Customer Experience & Support (1)

First National Bank of America has an opening for a customer-focused Bilingual (Spanish/English) Lending Support Technician. This position requires strong communication skills, attention to detail, and a commitment to providing timely, accurate support. The Bilingual Lending Support Technician will respond to incoming support tickets and phone calls, providing exceptional service to mortgage customers and FNBA employees. The ideal candidate will be bilingual in Spanish and English, have mortgage industry knowledge and/or customer service experience, be comfortable learning new systems, and thrive in a fast-paced environment.

FNBA is willing to train the right candidate who demonstrates strong customer service skills, a willingness to learn, and a commitment to helping customers.

Responsibilities

Monitor and respond promptly to requests received through the JIRA Service Desk ticketing system
Track, route, and redirect requests to the appropriate resources as needed
Assist customers and employees by answering questions, resolving issues, and providing timely follow-up
Escalate complex inquiries to the appropriate department when necessary
Recommend process improvements to enhance customer and employee support
Participate in various Encompass projects and Mortgage Lending purchasing duties

Qualifications

Fluent in both English and Spanish (written and verbal)
Mortgage industry knowledge and/or customer service experience is a plus
Strong communication, problem-solving, and interpersonal skills
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
Comfortable learning and navigating business applications and systems
Strong attention to detail and commitment to delivering excellent customer service

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
Adjustable desks that can be raised or lowered to sit or stand

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.

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Bilingual Lending Support Technician

First National Bank of America

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