First National Bank of America is seeking a detail-oriented and bilingual (Spanish/English) Escrow Contact Specialist to join our team. The Escrow Contact Specialist will be the primary point of contact for customers, handling inquiries related to escrow accounts, taxes, and insurance. We are willing to train candidates with exceptional communication and customer service skills, regardless of prior work experience.

Responsibilities:

• Provide exceptional customer service to customers by handling inbound and outbound calls regarding escrow, taxes, and insurance
• Execute outbound call campaigns to communicate important updates and escrow related loan information
• Collaborate with internal teams to ensure a seamless servicing experience for borrowers
• Respond to borrower inquiries through email, ensuring clear and accurate communication
• Apply knowledge of mortgage escrow to resolve issues and answer questions effectively
• Maintain accurate records of customer interactions and transactions

Qualifications:

• Bilingual (Spanish/English) Required – Ability to communicate fluently in both languages
• Excellent phone communication skills with a focus on customer service
• Proven ability to assess daily goals and continually prioritize work

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
Adjustable desks that can be raised or lowered to sit or stand

First National Bank of America is seeking customer-focused Bilingual Support Specialist to build positive relationships with both English and Spanish-speaking customers who are seeking home ownership.  In this role, you are the front line for all new mortgage inquiries received through multiple channels such as phone, email and request forms. You will be responsible for uncovering client needs, building rapport and gathering important, sensitive information to determine if a client qualifies for our products. If you have a passion for serving Spanish-speaking communities, have the drive to exceed customer expectations, we welcome you to apply to join the First National team!

Compensation includes an hourly wage plus the opportunity to earn monthly commissions based on results.

Responsibilities:

• Manage a large volume of incoming calls with a high level of urgency, professionalism and product knowledge
• Educating clients to prepare for the home buying process
• Performing in a team-oriented environment
• Document all customer communications accurately
• Regular follow up

No mortgage experience? No problem! We provide in-house training to all of our Bilingual Support Specialists focused on delivering a thorough understanding of all aspects needed to set them up for success.

Qualifications:

• Patience, empathy, enthusiasm and exceptional bilingual English/Spanish communication skills are an absolute must.
• Customer service experience
• Time management and organizational skills to support working in a demanding, fast-paced environment
• Ability to meet goals and objectives efficiently
• Ability to learn and work with various business software

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
• Adjustable desks that can be raised or lowered to sit or stand

First National Bank of America is looking for a courteous and tactful candidate to support our physical and online branches out of our East Lansing branch. The Branch Customer Service Specialist involves working with customers with the purpose of giving or obtaining information, building relationships, or soliciting cooperation through multiple channels, including phone, e-mail, in person and messaging. The ideal candidate will be able to combine accuracy and follow-through with excellent customer service skills. 

Responsibilities:

• Support Online Branch customers opening or making changes to new accounts
• Providing support to customers wishing to open, access or use online banking
• Support branch deposit production by opening accounts in-branch as needed
• Support branch by processing teller transactions as necessary
• Answer incoming calls from customers
• Comply with all relevant regulations and follow all bank procedures

Qualifications:

• Strong written and verbal communication
• Qualified candidates will be detail oriented with skills in record maintenance
• Candidates should be able to multitask while operating in a fast-paced environment
• Knowledge of deposit account opening regulations preferred

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
• Adjustable desks that can be raised or lowered to sit or stand

First National Bank of America is growing and adding a focused and deliberate Credit Underwriter to the team. This role is responsible for ensuring the transactions booked by the bank are quality investments.  The underwriter works closely with both bank production and asset quality.  This role will require an individual to be analytical, disciplined and an organized thinker. The ability to make decisions is a must. 

Responsibilities:

• Reviewing Residential loans, Acquisitions transactions, Package Purchase loans and Mortgage Service Amendments
• Reviewing credit reports, appraisals and other supporting documents to determine if the loan should be originated or purchased
• Working with multiple departments within the bank to ensure transactions are compliant and completed according to procedures

Qualifications:

• Reliable and good decision maker
• Excellent attention to detail
• Ability to multi-task
• Can work well on own or in a group setting
• Prior experience with mortgages and mortgage documents is a plus but not necessary

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
• Adjustable desks that can be raised or lowered to sit or stand

First National Bank of America is seeking an organized and dynamic Training Manager to join the Residential Lending Team. The Training Manager will be responsible for creating a culture of learning and facilitate solutions for the Residential banking teams on policies, processes, and systems. The successful individual will actively contribute to the development, implementation and management of programs & solutions focused on manager effectiveness, pipeline development, employee engagement, product, process and sales training, building a high-performance culture and onboarding & assimilation. The role will regularly assess program effectiveness and make improvements as needed to accomplish the desired result. The Training Manager will partner closely with department leaders and subject matter experts to assess needs and develop/deploy innovative solutions using a variety of methods including learning by experience, learning through others and formal learning (virtual & in-person) to achieve maximum impact.

Responsibilities:

• Provide role specific training to department new hires to properly integrate them into production as it relates to core company applications and their role
• Provide ongoing training on existing applications, new applications and updates as provided by leadership
• Design and develop cutting edge learning solutions that include, but are not limited to, instructor led training (ILT) (PPT presentations) and alternative learning solutions both through LMS and in person learning paths.
• Develop and organize training manuals, policies and procedures, multimedia visual aids and other educational materials
• Support departmental initiatives and identify ways to enhance training effectiveness

Qualifications:

• 2+ years’ experience banking training implementation and delivery experience both live and virtually preferred
• 3+ years managing a training team preferred
• Strong project management and organizational skills to effectively manage multiple projects simultaneously
• Expert user in Microsoft Office Suite including Power Point, Visio and Teams
• Knowledge of teaching and training banking principles, practices and procedures including individuals, groups, face-to-face and distance learning
• Adept at getting and maintaining attention/involvement of classroom training in both in-person and remote training

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
• Adjustable desks that can be raised or lowered to sit or stand