Mortgage Servicing Specialist — Bilingual (EN/ES)

Onetrust-International-LL; San Juan (PR); On-site; USD 42,000 - 54,000; Full time

Job summary

OneTrust International in the United States is seeking a highly organized, customer-focused professional to serve as a primary contact for borrowers regarding mortgage servicing inquiries. You will provide accurate information, resolve issues, and deliver an exceptional customer experience while ensuring compliance with servicing guidelines.

The role requires 3–5 years of mortgage servicing or related financial services experience, strong verbal and written communication, and fluency in English

Qualifications

• Minimum 3–5 years in mortgage servicing or related financial services.
• Experience handling borrower inquiries in a professional and timely manner.
• Experience using CRM or servicing systems.
• Strong problem-solving and communication skills.
• Fully bilingual (English/Spanish).

Responsibilities

• Respond to borrower inquiries via phone, email, and chat while providing exceptional customer service.
• Provide accurate information regarding loan status, payments, escrow, and servicing matters.
• Research and resolve customer issues, escalating complex concerns when appropriate.
• Document customer interactions, account updates, and resolutions in servicing systems.
• Ensure compliance with company policies, investor guidelines, and regulatory requirements.
• Support customer service initiatives focused on borrower satisfaction and retention.
• Participate in training programs, QA reviews, and ongoing professional development.
• Prepare and maintain activity, performance, and service-related reports.

Skills

Customer service

CRM systems

Problem solving

Bilingual English/Spanish

Job description

OneTrust International in the United States is seeking a highly organized, customer-focused professional to serve as a primary contact for borrowers regarding mortgage servicing inquiries. You will provide accurate information, resolve issues, and deliver an exceptional customer experience while ensuring compliance with servicing guidelines.

The role requires 3–5 years of mortgage servicing or related financial services experience, strong verbal and written communication, and fluency in English