Bilingual Mortgage Resolution Representative

Job description

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. Responsibilities: Qualifications: - 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 -...