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.

#LI-Onsite

About the company

First National Bank of America operates as a community bank serving customers in Michigan with branches in East Lansing, Grand Rapids, and Traverse City. It offers personal banking, commercial loans, and mortgage loans, delivering tailored financial products and services to individuals, small businesses, and commercial clients. Its products are built around deposits, loans, and related banking services, paired with expert financial guidance and a focus on long-term relationships to help clients build value and equity. The bank earns revenue from interest on loans, banking fees, and investment income, and emphasizes resilience and prioritizing the interests of customers, staff, and shareholders. Its goal is to make banking a personal experience by delivering careful, client-specific financial decisions and strong local service that stands apart from larger, impersonal institutions.

Company Size

N/A

Company Stage

N/A

Total Funding

N/A

Headquarters

East Lansing, Michigan

Founded

N/A

Simplify's Take

What believers are saying

FNBA’s all-50-state mortgage footprint expands origination reach beyond Michigan branches.
The 2025 annual report signals continued investment in core operations and product distribution.
A named Grand Rapids branch manager on 2026-09-04 supports local relationship banking execution.

What critics are saying

Mortgage-heavy, rate-sensitive lending leaves FNBA exposed when refinance volumes and spreads compress.
The $2 online and $5 phone payment fees signal service friction that drives churn.
A single-bank mortgage model creates existential concentration risk if credit losses spike or funding tightens.

What makes First National Bank of America unique

FNBA is a 1955 East Lansing national bank serving all 50 states.
FNBA keeps mortgage servicing in-house, with payments, tax, and insurance departments centralized.
FNBA markets rate-sensitive deposits, including 4.00% APY for six months on September 4, 2026.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Pet Insurance

Childcare Support

Paid Vacation

401(k) Company Match

Company News

Crain's Grand Rapids Business

Mar 8th, 2024

FNBA announces Angie Hanks as Branch Manager

FNBA is excited to announce that Angie Hanks has joined our Grand Rapids branch, assuming the role of Branch Manager.

First National Bank of America

Mortgage Resolution Representative - Afternoon Shift

About the job