Bilingual Lending Support Technician

About the role

First National Bank of America is seeking a customer-focused Bilingual Lending Support Technician. This position requires strong client-facing and communication skills, above-average attention to detail, and a strong commitment to completing tasks on time. The technician will respond to incoming support tickets and phone calls, providing exceptional support to mortgage customers and FNBA employees. The ideal candidate will adapt quickly to a constantly changing environment, possess a willingness to learn new technologies, and simplify complex technical solutions for end users.

Responsibilities

• Monitor and respond quickly and effectively to requests received through the JIRA Service Desk ticketing system.
• Track, route, and redirect tickets to the correct resources.
• Walk customers through the problem-solving process, follow up, provide feedback, and see problems through to resolution.
• Properly escalate queries to Tier II or IT Help Desk as necessary.
• Recommend procedure modifications or improvements.
• Participate in various Encompass projects and Mortgage Lending purchasing duties.

Requirements

• Strong performance and attendance record in your current role.
• At least 12 months in your current position or with the bank before applying.
• Proven working experience providing first-level technical support for employees.
• Working knowledge of ticketing systems and remote tools.
• 2+ years of experience working with Windows.
• 2+ years of experience working with hosted solutions such as Office 365.
• Advanced troubleshooting, multitasking, and customer service skills.
• Native fluency in English and Spanish.

Benefits

• Medical – Multiple plans to choose from, including HSA and traditional, with 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.

About the company

At First National Bank of America, we look 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 delivering added value to customers or supporting colleagues. The quality of our people is the foundation for our success, and attracting exceptional individuals who value a challenging work environment is the cornerstone of our hiring philosophy.