Collection Agent

Onetrust-International-LL; San Juan (PR); On-site; USD 40,000 - 60,000; Full time

Job summary

OneTrust International in the United States seeks a driven collections professional to contact delinquent borrowers, negotiate repayment plans, and ensure compliance with regulations. You will work in a fast-paced call center environment, handling high-volume inbound and outbound calls and documenting activity in servicing systems.

Collaborating with Loss Mitigation and Legal teams, you will support borrower solutions, meet performance targets, and guide customers through repayment options and

Qualifications

• Minimum 3–5 years in mortgage servicing and collections.
• Experience in inbound/outbound call handling in a call center.
• High school diploma; advanced degree preferred.
• Strong negotiation and decision-making skills.

Responsibilities

• Initiate outbound calls to discuss past-due balances and repayment arrangements.
• Respond to inbound inquiries about notices, status, and options.
• Document interactions and account updates in servicing systems.
• Ensure compliance with regulations and company policies.
• Collaborate with Loss Mitigation, Customer Service, and Legal teams.
• Meet daily/weekly/monthly performance targets.
• Guide borrowers through repayment options and fees.
• Resolve escalated inquiries with professionalism.

Skills

Communication skills

Bilingual English/Spanish

Call center experience

Time management

Organizational skills

Attention to detail

Compliance knowledge

Negotiation

Education

High school diploma or equivalent

Associate's or Bachelor's in Business/Finance

Tools

Loss mitigation systems

Servicing software

Job description

ABOUT ONETRUST INTERNATIONAL

If you are looking for an organization that has established an outstanding reputation for quality products and services and where you are an important member of a professional team, then OneTrust International may be for you. Our focus on utilizing the latest technology to streamline the home loan process has made us a leader in our space. We really listen to our clients in order to anticipate their home financing goals and dreams. We're mortgage educators and financing strategists, providing detailed information and sound advice on mortgage options and industry trends. We focus our energies on a transparent and open communication loan process to close loans quickly.

If our employees are successful, we are successful. Our goal is to provide them with the most current competitive tools and information possible. Employees and management listen, engage, and provide honest feedback to each other. Those who make outstanding contributions are recognized for their outstanding customer service and are eligible for key programs. In order to hire and retain employees who share our values of integrity, transparency, innovation, and greatness, we offer attractive employment packages, work-life balance, a wide range of training opportunities, and an innovative and exciting business culture. Service is everything!

Position Summary

We are seeking a highly organized and results-driven professional responsible for contacting borrowers with delinquent accounts, negotiating repayment arrangements, and ensuring all collection activities comply with applicable regulations. This role requires excellent communication skills and the ability to effectively manage both inbound and outbound calls in a fast-paced, high-volume call center environment.

Essential Duties and Responsibilities.

• Initiate outbound calls to borrowers with delinquent accounts to discuss past-due balances and establish repayment arrangements.
• Respond to inbound borrower inquiries regarding collection notices, account status, and payment options.
• Accurately document borrower interactions, payment commitments, and account updates in servicing systems in accordance with company policies and procedures.
• Analyze delinquent accounts and recommend appropriate resolution strategies, including payment plans, extensions, or escalation when necessary.
• Ensure full compliance with all applicable federal, state, investor, and company guidelines governing collections activities and customer privacy.
• Collaborate with Loss Mitigation, Customer Service, and Legal teams to resolve complex account issues and support borrower solutions.
• Consistently meet or exceed established daily, weekly, and monthly performance objectives for call activity, collections results, and customer service excellence.
• Guide borrowers through available repayment options, explain applicable fees or penalties, and provide accurate account information to support informed decision-making.
• Effectively resolve escalated borrower inquiries and disputes with professionalism, empathy, and a commitment to positive customer outcomes.
• Engage in ongoing training and professional development to maintain expertise in collections practices, customer service techniques, and evolving regulatory requirements.

The above functions are intended to describe the general nature and level of work performed by individuals assigned to this job. This is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities and qualifications required of employees assigned to this job.

Education and Experience

• Minimum of 3 to 5 years of experience in mortgage servicing, with a strong understanding of loan servicing operations and borrower assistance programs.
• Minimum of 3 to 5 years of experience in collections, customer service, or a related call center environment, preferably within the mortgage or financial services industry.
• High school diploma or equivalent required; Associate's or Bachelor's degree in Business, Finance, or a related field preferred.
• Demonstrated ability to negotiate payment solutions, resolve conflicts effectively, and make sound decisions in challenging situations through strong analytical and problem-solving skills.

Knowledge, Skills and Abilities

• Strong communication and interpersonal skills, and a high level of professional integrity.
• Maintains a positive, helpful, constructive attitude and work relationship with co-workers and supervisor.
• Strong time management and organizational skills in a dynamic, constantly changing environment.
• Ability to perform in a fast-paced, high-volume environment
• Attention to detail and quality focused.
• Experience with loss mitigation systems.
• Fully bilingual (English/Spanish).

OneTrust International is an Equal Opportunity Employer