Bilingual Mortgage Collector - 12PM-9PM Shift

Fnba; Lansing (MI); On-site; USD 25,000 - 34,000; Full time

Benefits offered by this job

Medical – Multiple plans including HSA

Dental – Low premiums

Vision – Low premium

401k with employer match

PTO

Discounted childcare

Pet Insurance

Job summary

First National Bank of America is seeking bilingual Mortgage Collectors to support customers with past-due mortgage payments. You will use empathy, active listening, and problem-solving to help borrowers get back on track while maintaining positive relationships.

The role emphasizes customer engagement in English and Spanish and/or Portuguese, with a focus on compliant servicing, confidential handling of information, and collaboration with internal teams to resolve payment challenges.

Qualifications

• Bilingual in English and Spanish and/or Portuguese is 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 provided.

Responsibilities

• Handle inbound and outbound calls with customers regarding 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.

Skills

Bilingual English

Customer service

Communication skills

Multitasking

Job description

First National Bank of America is looking for customer-focused candidates to join the Mortgage Servicing Team. As a Bilingual Mortgage Collector, 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 & Compensation

• 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 is an Equal Opportunity Employer.

We do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.