OneTrust Partners With Sutherland, Leverages its Automation Expertise for Significant Productivity and Efficiency Gains

Industry: Retail & Consumer Packaged Goods | Services: Automation

Client Overview

OneTrust International LLC, headquartered in San Juan, Puerto Rico, is one of the island’s fastest-growing private companies. Specializing in managed operations, OneTrust provides outsourced staffing and operational support to U.S.-based clients across various sectors, including mortgage lending, accounting, legal, human resources, and IT. The company has created significant employment opportunities locally while delivering high-value operational excellence to its partners.

The Challenge

Enhancing Rate Lock Reliability and Efficiency

Rate locks are a critical component of mortgage lending—guaranteeing borrowers a fixed interest rate during the often lengthy application process. However, manual rate lock management can be time-consuming, costly, and prone to human error.

OneTrust sought a smarter way to optimize this essential process. The goal is to minimize manual intervention, reduce operational costs, and ensure consistent accuracy in rate lock execution while maintaining customer satisfaction and regulatory compliance.

Sutherland Solution

Intelligent Automation for Streamlined Mortgage Processing

Sutherland leveraged its deep process expertise and advanced Robotic Process Automation (RPA) capabilities to automate OneTrust’s rate lock operations from end to end.

Using proprietary diagnostic tools and RPA platforms, Sutherland designed a solution that orchestrates both machine and human-in-the-loop components seamlessly. The automation reads customer details and rate preferences, identifies optimal rate options, and generates rate lock agreements—all without manual input.

This automation not only improved transaction speed and accuracy but also ensured process transparency, scalability, and compliance across OneTrust’s mortgage operations.

The Outcome

Operational Excellence Through Automation

By automating the rate lock process, OneTrust now processes over 2,000 transactions per month, reducing manual intervention and freeing up 160 personnel hours monthly.

This digital transformation has driven measurable gains in speed, accuracy, and customer satisfaction—while allowing OneTrust’s teams to focus on higher-value tasks that enhance client relationships and business growth.

Today, the partnership between OneTrust and Sutherland continues to expand, exploring new automation opportunities to further enhance productivity and operational agility.