Loan Servicing Customer Service Representative

Company Information: Equify Financial is a privately-owned, independent specialty finance company based in Fort Worth, Texas. We tailor and personalize our services for each client to build a strong relationship and a strong future for their business. We are an independent, collateral-based lender that can service customers at every financial stage of their business. With over 180 years of combined experience in the equipment finance industry, we can provide an extensive amount of knowledge and an in-depth understanding of our customers' financial circumstances.

We help our clients identify areas of growth and find creative solutions that bring more capital to their businesses.

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Position Summary: The Loan Servicing Customer Service Representative is the primary point of contact for borrowers, providing high-quality service and support throughout the life of the loan. This role handles account inquiries, payment processing, payoff requests, title and lien documentation, and issue resolution while ensuring a professional, compliant, and positive customer experience.

Key Roles / Responsibilities:

• Serve as the first point of contact for inbound borrower calls, emails, and requests.
• Answer questions regarding loan balances, payment history, due dates, and account status.
• Update customer information including banking, address, and contact details.
• Generate and send account statements and transaction confirmations.
• Prepare and process payoff quotes and payoff letters.
• Coordinate lien releases and title requests with appropriate department(s).
• Work with documentation and legal teams to resolve post-closing issues.
• Research and resolve billing discrepancies and customer disputes.
• Log and track customer complaints.
• Escalate complex issues to Compliance, Legal, or Management as needed.
• Ensure timely follow-up and resolution communication with customers.
• Ensure all communications follow company policies and regulatory requirements.
• Maintain accurate and detailed notes in the loan servicing system.
• Support audits and quality reviews with proper documentation.

Required Education, Experience, and Qualifications:

• 2+ years in financial services customer service or loan servicing.
• Experience with payment processing and ACH systems.
• Knowledge of secured lending, titles, and UCC filings preferred.
• Strong communication and problem-solving skills.
• High attention to detail and documentation accuracy.
• Proficiency in CRM and loan servicing platforms (Salesforce preferred).

Working Conditions:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Positions self to install equipment, including under desks.

• Moves throughout the building to access files.

• Must be able to comprehend and follow written and oral instructions.

• Must be able to complete tasks even with frequent interruptions.

• Must be able to use discretion and independent judgment as needed.

• Must be able to speak clearly on the phone and to fellow workers.

Benefits:

• Competitive Compensation Package
• Medical + Dental + Vision Coverage
• 401K + Company Match
• Life Insurance + Long Term Disability Coverage - 100% Company Paid
• Health Savings Account (HSA)
• Gym Reimbursement Program
• Tuition Reimbursement Program
• Wellness Check Program - Insurance Premium Discounts
• EAP Resources
• Paid Holidays
• Paid Time Off (PTO)

This job description should not be interpreted as an exhaustive list of responsibilities or as an employment agreement between the employer and the employee. The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification and are subject to change as the needs of the employer and requirements of the job change.

Any essential functions of this position will be evaluated as necessary should an employee/applicant be unable to perform the functions or requirements due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the employee/applicant when possible.

I acknowledge that I have read and understand the description of this position and have had the opportunity to ask my supervisor about any points I did not understand. I hereby state that I can perform the essential functions of this position with or without reasonable accommodation.

#EQUIFYFINANCIAL#LI-ONSITE #LI-AD1

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.