Loan Servicing Customer Service Representative

Equify Financial is a privately owned specialty finance company in Fort Worth, Texas. We provide flexible, collateral-based lending solutions tailored to each client’s needs.

LinkedIn: https://www.linkedin.com/company/equifyfinancialllc/

Website: https://equifyfinancial.com

Position Summary: Empty heading

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:Empty heading

• 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.
• Process ACH payments, principal payments, and fee transactions.
• 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.
• Handle UCC filings and UCC terminations.
• 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 Experience, Education, and Qualifications:Empty heading RequiredAt least ten (10) in enterprise technology leadership with at least seven (7) in lending/lease or structured financing (asset-based lending, equipment finance, specialty finance, or captive finance).

• 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:

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• 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.

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 the 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.