Mortgage Servicing Customer Service Representative

OneTrust International LLC; San Juan (PR); On-site; USD 38,000 - 54,000; Full time

Job summary

OneTrust International LLC is seeking a customer-focused professional to serve as the primary contact for borrowers on mortgage servicing inquiries. You will provide accurate loan information, resolve issues, and deliver an exceptional borrower experience while ensuring regulatory and company compliance.

The role requires 3–5 years in mortgage servicing or related financial services, strong English/Spanish communication, and familiarity with CRM and servicing systems.

Qualifications

• 3–5 years of experience in mortgage servicing, customer service, or related financial services.
• Proven ability to resolve borrower inquiries professionally and promptly.
• Experience using CRM, servicing, or customer support systems.
• Strong communication skills, both written and verbal, in English and Spanish.

Responsibilities

• Serve as primary point of contact for borrowers regarding mortgage servicing inquiries.
• Provide accurate information on loan status, payments, escrow, and servicing matters.
• Resolve account issues, document interactions, and escalate complex cases as needed.
• Ensure compliance with policies, investor guidelines, regulatory requirements, and company standards.

Skills

Customer service

Verbal and written communication

Problem solving

Time management

Bilingual English/Spanish

Tools

CRM software

Servicing 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, customer-focused, and results driven professional to serve as a primary point of contact for borrowers regarding mortgage servicing inquiries. This role is responsible for providing accurate information, resolving account related issues, and delivering an exceptional customer experience while ensuring compliance with servicing guidelines, regulatory requirements, and company standards.

Essential Duties and Responsibilities.

• Respond to borrower inquiries through phone, email, and chat while providing exceptional customer service.
• Provide accurate information regarding loan status, payment activity, escrow accounts, and other servicing-related matters.
• Research and resolve customer issues efficiently, escalating complex concerns when appropriate.
• Accurately document customer interactions, account updates, and resolutions in servicing systems.
• Ensure compliance with company policies, investor guidelines, and applicable regulatory requirements.
• Support customer service initiatives focused on borrower satisfaction and retention.
• Participate in training programs, quality assurance reviews, and ongoing professional development activities.
• Prepare and maintain activity, performance, and service-related reports to support operational goals.

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, customer service, or a related financial services environment.
• Demonstrated experience providing exceptional customer service and resolving borrower inquiries in a professional and timely manner.
• Experience utilizing customer relationship management (CRM), servicing, or customer support systems.
• Proven ability to investigate, analyze, and resolve complex customer issues while maintaining a positive customer experience.
• Excellent problem-solving skills and a commitment to delivering high-quality service.

Knowledge, Skills and Abilities

• Strong verbal and written communication skills with the ability to effectively interact with borrowers, customers, and internal stakeholders.

• Ability to research, analyze, and resolve complex account and servicing-related issues while meeting established deadlines.

• Maintains a positive, helpful, constructive attitude and work relationship with co-workers and supervisors.
• Strong time management and organizational skills in a dynamic, constantly changing environment.

• Excellent analytical, problem-solving, and critical-thinking abilities.

• 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