Bilingual Mortgage Resolution Representative - Afternoon Shift

Overview

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 (12 AM–9 PM).
Compensation: hourly wage with the opportunity to earn monthly incentive pay based on performance and a shift premium for hours worked after 5:00 PM.

• 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

• 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 — we’ll provide full training

• 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

• 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.