OneTrust Home Loans Reveals the Opening of Its Client Relationship Center (CRC) in Chandler, AZ

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The CRC provides an exceptional customer service experience for customers by focusing on the client’s ability to ask questions when talking to a mortgage loan officer concerning their loan options.

OneTrust Home Loans, a mortgage banker out of San Diego, California, announced today the opening of their Client Relationship Center (CRC) in Chandler, Arizona. The CRC is an inbound call center operated by OneTrust Home Loans to provide incoming call product support and information inquiries from potential borrowers. The CRC is a central point of the organization from which all customer contacts are managed. Calls are answered by a live person and are routed to appropriate people as part of the company’s CRM system. Clients have the ability to contact OneTrust by telephone, email, website, and fax.

“With our national platform, it only makes sense that we embrace the direct-to-consumer model through the opening of our Client Relationship Center. This is the future of mortgage lending. With this strategic move, we provide the customer additional mortgage options, faster processing times and more advanced technology to get their loan closed timely unlike the larger banks,” said Josh Erskine, CEO of OneTrust Home Loans. “Our call center’s responsibility is also to retain customers so they do not defect to the Company’s competition. As a result of their positive experience with us, the CRC will help create customer loyalty for the organization. The positive and helpful customer service experience will generate a stream of referrals.”

The customer experience landscape in the mortgage businesses is changing rapidly. Customers across demographic groups display a preference for enhanced self-service tools linked with online support. OneTrust Home Loans understands the framework needed to validate the customer experience in a world of mobile applications by building a unique process within the CRC to support multiple types of inbound communications concurrently.

Doug Helvig, Director of Call Center Operations stated, “The CRC technology is extraordinary and provides our sales team the ability to respond more effectively, efficiently, and intelligently through technology.” Such capabilities include:

  • Routing calls directly to our loan specialists, with no VRU, ensuring the inbound caller gets connected to a live person.
  • Increased close rates with integrated CRM features that drive consultative dialogue.
  • Passive website visitors turn into active phone conversations.
  • Performing quicker on corporate-directed leads through an expedited assignment process.
  • Turns a centralized environment with greater controls to remain above the competition through increased client satisfaction.

About OneTrust Home Loans and OneTrust Senior Lending
OneTrust Home Loans is a direct lender and servicer with sales and operations across the country. OneTrust Home Loans provides an array of product options including conventional, FHA, VA, USDA, jumbo, resort lending, and foreign national loan options. OneTrust Home Loans is focused on strategic national growth without compromising its market niche of fast and efficient loan closings and being a home-buying resource for consumers from their search for that special home through closing. OneTrust Senior Lending exclusively offers reverse mortgage products to Seniors 62 and over who need access to their home equity while maintaining homeownership. The company’s senior management team has years of experience in successful loan closings. OneTrust Home Loans and OneTrust Senior Lending emphasize customer service as evidenced by their tagline, Service is everything! For additional information please visit and .

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Susan Demma
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