Bilingual Mortgage Resolution Representative

First National Bank of America • Lansing, MI

11d • Onsite

About The Position

First National Bank of America is looking for customer-focused candidates to join the Mortgage Servicing Team. As a Mortgage Resolution Representative, you’ll connect with customers to provide caring, solutions-focused assistance when their mortgage payments are past due. Using empathy, active listening, and problem-solving skills, you’ll help borrowers get back on track while maintaining positive relationships.
-Shift Type: Afternoon/Evening (12AM-9PM)
-Compensation includes an hourly wage, the opportunity to earn monthly incentive pay based on performance, and a shift premium for hours worked after 5:00 PM.
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

Requirements

• Bilingual in Spanish and English (required)
• Strong communication and customer service skills
• Ability to handle confidential information and multitask effectively

Nice To Haves

• Previous experience in customer service, call center, or financial services is helpful but not required — we’ll provide full training

Responsibilities

• Handle inbound and outbound calls with customers regarding their home loan accounts
• Work with borrowers to identify challenges and offer payment or resolution options
• Document account activity accurately and follow up as needed
• Collaborate with internal teams to ensure smooth servicing and compliance
• Use both English and Spanish to support our diverse customer base

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees