Collection Agent

OneTrust International LLC; San Juan (PR); On-site; USD 36,000 - 48,000; Full time

Job summary

OneTrust International LLC is seeking a highly organized collections professional to contact borrowers with delinquent accounts, negotiate repayment arrangements, and ensure all activities comply with applicable regulations. The role requires excellent communication across inbound and outbound calls in a fast-paced center.

Candidates should have 3–5 years in mortgage servicing or collections, strong negotiation skills, and full bilingual proficiency in English and Spanish.

Qualifications

• Minimum of 3 to 5 years of experience in mortgage servicing.
• Minimum of 3 to 5 years of experience in collections, customer service, or a call center environment.
• High school diploma or equivalent; associate or bachelor’s preferred.
• Demonstrated ability to negotiate payment solutions and resolve conflicts.

Responsibilities

• Initiate outbound calls to borrowers with delinquent accounts to discuss past-due balances and set up repayment arrangements.
• Respond to inbound borrower inquiries regarding collection notices, account status, and payment options.
• Document borrower interactions and updates in servicing systems as per policies.
• Analyze delinquent accounts and recommend resolution strategies including payment plans or extensions.
• Ensure compliance with federal, state, investor, and company guidelines governing collections.

Skills

Communication skills

Negotiation

Bilingual English/Spanish

Time management

Organizational skills

Analytical thinking

Problem solving

Attention to detail

Customer service

Regulatory compliance awareness

Education

High school diploma or equivalent

Associate's or Bachelor's in Business/Finance

Tools

Loss mitigation systems

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