Customer Service

We Contact You
“Welcome to Option One!” As a new customer, these are the first words you are likely to hear from us. We attempt to call every new customer to thank you for your business, to make sure you understand key features of your loan, and to answer any questions you may have. If you have not heard from us before your first payment is due, we ask that you contact us through our toll free number (800.648.9605).

Our Customer Care associates are well trained. They complete 120 hours of training before beginning to take borrower calls. Our agents are experts in explaining escrow and the features of mortgage loans, including adjustable rate mortgages.

If your loan was transferred to Option One from another lender, we will send you a welcome letter with information about our services and contact information. For more information, please visit http://www.oomc.com/servicing/servicing_faqs.asp - transfer of service notice.

Call Center - Extended Hours
Servicing call centers have extended weekday and weekend hours for your convenience. All call center associates receive more than 100 hours of training to ensure they are proficient in responding to your inquiries. Additionally, during most call center hours, English/Spanish bi-lingual associates are available.

Write or Email Us
If you prefer to contact us in writing or via email, we have a Customer Resolution Department dedicated exclusively to addressing your inquiries. To access mailing addresses please visit http://www.oomc.com/servicing/contactus.asp.

Information Resources - Option One Online
As an information resource, www.optiononeonline.com offers “do it yourself” mortgage management that includes: useful forms, online payment options, quick answers to frequently asked questions (FAQs), and more. To view FAQs, please visit http://www.oomc.com/servicing/faqs.asp.

Best Practices

Best Practices Servicing Your Loan Behind the Scenes Customer Service Keeping Your Home