Senior Bilingual Customer Service Specialist – Online Branch

First National Bank of America is seeking a client-focused Senior Bilingual Customer Service Specialist with a servant’s heart to work in our Online Branch. This candidate will serve as a point of contact for clients over the phone to provide exceptional service and sales support in both English and Spanish. This role ensures that the virtual branch delivers on service, sales, compliance, and operational excellence while fostering a high-performance culture. The ideal candidate will enjoy working in a goal-oriented and team-focused environment. Schedule – Monday to Friday 12pm-9pm Compensation includes an hourly wage and a shift premium for hours worked after 5:00 PM.

Responsibilities

• Provide service in both English and Spanish
• Answer inquiries regarding checking, savings, CDs, IRAs, online banking, and home equity products
• Resolve complex account issues and ensure client satisfaction including elevated calls
• Serve as a subject matter expert to team
• Foster a culture of accountability, collaboration, and client-first service
• Drive deposit, lending, and cross-sell growth through coaching
• Uncover client needs and recommend suitable products
• Promote digital banking tools
• Ensure all transactions comply with bank policies, procedures, and regulatory standards (e.g., BSA, AML)
• Maintain accurate client records and follow up on pending documentation

Qualifications

• Bilingual fluency (e.g., English & Spanish) – verbal and written
• Strong knowledge of deposit and consumer lending products
• Exceptional interpersonal, communication and leadership skills
• Experience with Jack Henry preferred
• Prior banking or financial services experience (minimum 1 year)
• Ability to quickly course correct and adapt in a culture of change

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

First National Bank of America recognizes that the quality of our people is the foundation for our success. We are an Equal Opportunity Employer. Note: This description is 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. #J-18808-Ljbffr Salary: USD 36000 - 60000 per year Experience: 5 years required Apply tot his job Apply To this Job