Creating the best Client Experience: Get to know Equiant

By Meghan Fisher  |   |  eqBlog

Headquartered in sunny Scottsdale, Arizona (soon to be Chandler, Arizona), Equiant is a loan servicing solutions company within the financial industry. Equiant utilizes innovative cloud-based technology keeping executives, portfolio managers, and lenders in the driver’s seat. The cloud-based technology is a hybrid of the traditional servicing model. Essentially the cloud allows clients to take their loan servicing and accounts receivables management to the next level.

However, Equiant is much more than innovative technology and outstanding products. Behind Equiant are passionate, hard-working employees. Employees who truly care about our products, clients, and delivering the best client experience possible. Each Equiant employee has a unique skill set that they contribute to the team. Together we all make up part of Equiant, and together we all make and the client experience whole.

So how exactly do Equiant’s employees collaborate to create an excellent client experience? The answer to that is simple, setting up an effective communications loop. To create a successful communications loop, employees must eliminate silo walls to work together fluidly. To understand how this communication loop functions we must first take a deeper look into Equiant’s departments. And define specific departmental day-to-day functions and how each plays a critical role in the overall client experience.

  • Information Technology (IT) – develop new features for existing products, support other departments internally, launch new products, and maintain existing products.

  • Finance & Accountinginternal accounting for Equiant, external accounting for clients, and reconcile all bank accounts managed

  • Operations & Collateralenter and process new sales, certify collateral for client lenders, background checks for collateral, meet client/lender time specifications, and payment processing

  • Client Relations ensure client satisfaction, create pleasant client experience by resolving all client inquiries, train and familiarize clients with all Equiant products and services

  • Recoverydevelop internal agents, resolve client calls and inquiries, enhance the overall customer service experience, loan servicing, and collections (recovery)

Now that we have learned how each department functions independently; we can further understand the communications loop and why it is essential that all departments work harmoniously. Each departments day to day operations influences client support. This client support creates the overall client experience. To create an excellent client experience all departments must work together to resolve the issue to the best of their ability in a timely manner.

For example, a credit reporting issue is brought to the attention of the IT department. IT immediately corrects the issue internally while raising concern to the client services department. Client services then serves as a main point of contact for the Client in resolving the issue. Customer service, also known as contact center, answers any questions the clients may have regarding the issue. Finally, the operations department sends the corrected credit report to the client. Resolving client issues such as the example above would not be achievable if each department did not effectively communicate and co-operate as a team.

Over time Equiant has progressed to better serve clients and their needs. Equiant has created new products which add on to the original Client Central to enhance the client experience. These new products include eqDashboard, eqConnect, and eqLearn. eqDashboard serves as multi-use report writer and analytical dashboard. eqConnect is a innograted call management platform. Lastly, eqLearn is an innovative learning management and training system. Together these new products work together to enhance and strengthen the overall client experience.

Tech Updates

Assorted minor bug fixes to help ensure a smooth user experience

Company Updates

As Equiant employees we are not only passionate about servicing our clients, we are also compassionate for each other. We have each otherโ€™s backs and work collaboratively to get tasks done efficiently and effectively. Beyond the work environment we all have unique interests, hobbies, and special skills of our own. Keep reading to get to know some new additions to the Equiant family!

New Faces:

  • Brad BeverlinDirector of Client Experience – Three favorite emojis: ๐Ÿ˜‰๐Ÿ˜€๐Ÿคฃ – Brad started at Equiant working remotely from Breckenridge, CO on May 6, 2019 and arrived in the Scottsdale office full time on June 3, 2019. Brad was born Aurora, Illinois and he spent most of time in southwest Nebraska, Denver, Breckenridge, CO. He is an avid football fan, and yes, he is a Husker. He is very excited to build on his professional experience with his fantastic new teammates at Equiant. In his spare time Brad likes to spend time with his wife and two dogs. His interests range anywhere from music and art to movies and paddle boarding. He is also looking forward to improving his horrible golf game now that he is a full time Arizona resident.

  • Khalilah “Leela” AlexClient Support Analyst – Three favorite emojis: ๐Ÿคฃ๐Ÿค”๐Ÿคทโ€โ™€๏ธ – Leela started at Equiant on May 13, 2019. Leela is a valley native and currently resides in Gilbert, AZ. Leela has three children, a six-year-old son and two year old twin daughters. She attended Mesa High School and is in the process of getting her degree in accounting from Rio Salado College. Leela’s favorite food is seafood, she loves the Angry Crab Shack here in Phoenix. In her spare time Leela loves to hike, sing, dance, and watch Netflix!

  • Meghan FisherMarketing Coordinator – Three of Meghan’s favorite emojis: ๐ŸŒž๐ŸŒฎ๐ŸŒ„- Meghan started at Equiant on May 31, 2019. Meghan was born and raised in Cincinnati, OH. She graduated from the University of Kentucky in May 2018 with a Bachelor of Arts degree in both Marketing in Management. Upon graduating she relocated to Pittsburgh, PA and worked in Legal Recruitment. She relocated to Phoenix, AZ to be closer to sunshine, friends, and family. She loves Kentucky Wildcats basketball and Ohio State football (go bucks!). In her spare time, she enjoys fitness, watching YouTube, hiking, skiing, paddle boarding, and hanging out with friends!

Equiant Staff

Per each blog post we will be featuring a member of our fantastic Equiant staff to learn more about their role at Equiant and how they specifically create an outstanding client experience for our clients.

  1. Name/Department: Mayra Guerra/Finance

  2. How does your function support Equiant’s day to day operations? Internal financial reporting, balancing accounts, paying invoices, and payroll

  3. How do you support Equiant’s clients day to day? Handling wires, transfers between accounts when there are corrections needed

  4. Do you work with any other Equiant departments? All other departments

  5. Your Favorite memory at Equiant to date? The frequent team outings, specifically the escape room. Because everyone had to work together as a team.

Community

Events in Scottsdale, AZ 06/21- 06/23

06/21 – Arizona Diamondbacks vs. San Francisco Giants

06/22- Coffee 101

06/23 – Buti Yoga

Events in Chandler, AZ 06/21 – 06/23

06/21 – Movie Under the Stars

06/22 – Downtown Chandler Brewery Crawl

06/23 – Professionals: 5 Steps to complete freedom from Anxiety, Stress, Sadness, & Depression

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