Customer Service Representative

Customer Engagement Specialist

The Customer Engagement Specialist is a key member of the Equity Connect contact center. This role focuses on building relationships through outbound calls, emails, and text outreach to generate referrals, re-engage past customers, connect with prequalified borrowers, and support the loan origination process. Responsibilities include assisting with applications, sharing loan product information, coordinating borrower consultations with Mortgage Specialists, and providing updates throughout the loan process.

This position is designed as a career pathway into a Licensed Mortgage Loan Originator role, offering company-supported training to build mortgage knowledge, sales skills, and progress toward NMLS licensure. Candidates must obtain and maintain Mortgage Loan Originator licensing in multiple states, with assistance provided for those transitioning from a Federal Banking License. The position offers an hourly base wage plus commission potential.

Duties:

• Build and maintain relationships with prequalified borrowers and past customers through proactive outreach to generate referrals, new applications, and future purchase or refinance opportunities.
• Support pipeline development by engaging prospects, conducting consistent follow-up, identifying borrower needs, and coordinating consultations with Licensed Loan Officers.
• Assist borrowers throughout the loan process by answering general questions, encouraging application completion, gathering required documentation, and providing status updates from pre-approval through closing.
• Operate strictly within the scope of a non-licensed role by referring borrowers to Licensed Loan Officers for rate quotes, loan structuring, application completion, and other licensed mortgage activities.
• Utilize Encompass loan origination system, Customer Relationship Management (CRM) platform, Microsoft Copilot, and other technology platforms to manage communications, maintain accurate loan records, document borrower interactions, and monitor pipeline activity.
• Maintain ongoing contact with customers to strengthen relationships, solicit feedback, generate referrals, and identify opportunities to enhance the customer experience.
• Track outreach efforts, pipeline activity, and performance metrics, providing accurate reporting and progress updates to management as requested.
• Resolve customer concerns promptly while delivering exceptional service and supporting the Company's "Raving Fan Service" culture.
• Achieve established outreach, engagement, and production goals while effectively managing borrower and internal stakeholder expectations.
• Acquire and maintain knowledge of mortgage products, loan processes, underwriting guidelines, company procedures, and regulatory requirements through ongoing training and professional development.
• Comply with all federal and state regulations, company policies, licensing and continuing education requirements, attend required meetings, and perform other duties as assigned.

Requirements

• Bachelor's degree in Business, Finance, Administration, or a related field; or an equivalent combination of education and experience.
• 13+ years of customer service, sales, contact center, or relationship management experience.
• Willingness and ability to pass the Nationwide Multistate Licensing System exam and possess good credit standing in order to become licensed.
• Ability to learn and apply mortgage products, lending guidelines, loan processing, underwriting, closing procedures, and applicable federal and state regulations.
• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook; experience with Encompass or other mortgage loan origination systems preferred.
• Strong verbal and written communication skills, including a professional phone presence and the ability to effectively interact with customers, vendors, and colleagues at all levels.
• Comfortable spending a significant portion of the day on the phone engaging with customers and prospects.
• Demonstrated customer service, organizational, and teamwork skills, with the ability to manage multiple priorities and maintain attention to detail.
• Strong critical thinking, problem-solving, and decision-making abilities, with the capacity to work independently and exercise sound judgment.
• Self-motivated and driven to achieve goals in a fast-paced, performance-oriented environment.

Equity Resources, Inc. is a privately owned and operated mortgage bank headquartered in Newark, Ohio. We are licensed in 21 states, including Washington D.C., and operate branch offices in many of those locations. Our vision and purpose at Equity Resources, Inc. is quite simply to Improve the Lives of Families. We pride ourselves in creating Raving Fans of our customers AND our employees. We are celebrating our 32nd year in business and are continuing to grow! Come join our team!

Equity Resources offers a comprehensive total compensation and benefits package that includes medical, dental, and vision insurance; 401(k); company-paid life insurance; Short and Long-Term Disability, Pet Insurance, and much more!

Equity Resources is an equal opportunity employer. It does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.