Mortgage Servicing Research Analyst

OneTrust International LLC; San Juan (PR); On-site; USD 55,000 - 75,000; Full time

Job summary

OneTrust International LLC seeks a highly organized professional to perform in-depth research and analysis of borrower accounts, addressing complex inquiries and supporting customer service initiatives. You will evaluate account history, identify discrepancies, and provide reporting and recommendations.

The role requires 3–5 years of mortgage servicing experience, strong analytical skills, and bilingual English/Spanish communication.

Qualifications

• 3–5 years of experience in mortgage servicing or loan operations.
• Strong analytical and reporting abilities.
• Bilingual English/Spanish required.

Responsibilities

• Research and evaluate borrower account histories to identify issues and resolution opportunities.
• Investigate and resolve complex loan servicing inquiries promptly and accurately.
• Prepare comprehensive account analyses, summaries, and detailed reports.
• Collaborate with customer service and collections to improve outcomes.
• Monitor borrower activity and analyze trends to identify risks and solutions.
• Suggest workflow improvements to increase efficiency and quality of service.
• Ensure compliance with federal, state, investor, and company requirements.
• Maintain thorough documentation of research and resolutions.

Skills

Mortgage servicing research

Customer account investigations

Data analysis

Reporting

Bilingual English/Spanish

Tools

Servicing platforms

Research tools

Reporting 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 Performing in depth research and analysis of borrower accounts to address complex inquiries, support customer service initiatives, and ensure effective resolution of account related issues. Evaluating account history, identifying trends or discrepancies, and providing comprehensive reporting and recommendations.

Essential Duties and Responsibilities.

• Research and evaluate borrower account histories to identify issues, discrepancies, and resolution opportunities.


• Investigate and resolve complex loan servicing inquiries in a timely and accurate manner.


• Prepare comprehensive account analyses, summaries, and detailed reports.


• Collaborate with customer service and collections teams to address borrower concerns and improve account outcomes.


• Monitor borrower activity and analyze trends to identify patterns, risks, and potential solutions.


• Recommend workflow enhancements and process improvements to increase efficiency and service quality.


• Ensure adherence to federal, state, investor, and company compliance requirements.


• Maintain thorough and accurate documentation of research, findings, and account resolutions.

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, loan operations, or a related field.


• Minimum of 3 to 5 years of experience conducting customer account research, investigations, and issue resolution.


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


• Experience utilizing servicing platforms, research tools, and reporting systems.

Knowledge, Skills and Abilities

• Strong communication and interpersonal skills, and a high level of professional integrity.


• 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