Bilingual Mortgage Resolution Representative - Afternoon Shift
Summary
A bilingual (Spanish/English) mortgage resolution representative assists customers with past-due payments via calls, documents resolutions, and collaborates with teams in a regulated financial setting.
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 (12PM-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.
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 English and Spanish and/or Portuguese to support our diverse customer base
What We’re Looking For:
- Bilingual in English and Spanish and/or Portuguese (required)
- Strong communication and customer service skills
- Ability to handle confidential information and multitask effectively
- Previous experience in customer service, call center, or financial services is helpful but not required — we’ll provide full training
Why You’ll Love Working Here:
- Competitive pay with performance incentives
- Comprehensive training and career growth opportunities
- Supportive team environment focused on helping customers and employees succeed
- Great employee benefits package
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
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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First Name, Last Name, Email, Phone, Resume/CV, Cover Letter
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- Street Address
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- This role is a full-time, in-person role at a single location: Our Lansing, MI office. Are you fully available to be onsite every weekday? choose one
- Desired Employment choose any
- What is your desired salary?
- Are you 18 years or older? choose one
- Are you legally authorized to work in the U.S.? choose one
- Will you require a VISA Sponsorship to work in the U.S. now or in the future? choose one
- Our current opening requires working a 12:00 PM - 9:00 PM shift. Are you available and willing to work this schedule? choose one
- What Languages are you fluent in? choose any
- Reason for leaving current or previous employer? written answer
- Have you previously worked at First National Bank of America? choose one
- Were you referred by an employee of the company? If so, please list their name below: optional
- If selected to proceed to an interview, are you willing to take two online assessments which are part of our hiring process? choose one
- LinkedIn Profile optional
- **PLEASE READ THE APPLICATION FOR EMPLOYMENT CAREFULLY BEFORE AGREEING TO THE STATEMENTS AND INDICATING YES. BY SELECTING YES, YOU INTEND TO ELECTRONICALLY SIGN THE APPLICATION FOR EMPLOYMENT IN ACCORDANCE WITH THE UNIFORM ELECTRONIC TRANSACTIONS ACT, MCL 450.831 ET SEQ. ADDITIONALLY, BY SELECTING YES YOU INDICATE THAT YOU EXPRESSLY AGREE WITH ALL OF THE FOREGOING AND AGREE TO BE BOUND BY THE TERMS OF THE APPLICATION AGREEMENT TO THE FULLEST EXTENT ALLOWABLE UNDER APPLICABLE LAW. choose one