Bilingual Mortgage Resolution Representative
First National Bank of America, Lansing, MI, United States
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, 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 both English and Spanish to support our diverse customer base
Qualifications
Bilingual in Spanish and English (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 — full training will be provided
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
First National Bank of America is an Equal Opportunity Employer.
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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, 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 both English and Spanish to support our diverse customer base
Qualifications
Bilingual in Spanish and English (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 — full training will be provided
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
First National Bank of America is an Equal Opportunity Employer.
#J-18808-Ljbffr