Equiant’s client-centric culture delivers innovative solutions that enable the vacation ownership industry to achieve new levels of efficiency and profitability, making it one of the U.S.’s leading timeshare servicers with an active serviced portfolio exceeding $1.5 billion and with more than 1.2 million loan receivables and 400,000 maintenance fee accounts.
Over the past two years, the benefits of Equiant’s servicing technologies became even more evident as the company activated its Business Continuity Plans in response to the COVID-19 pandemic. The financial services and technology provider’s business processes, including payment processing, reporting, and account management were not impacted. Equiant’s contact center and client-service teams remained productive while working remotely on secure company laptops, logging into their Virtual Private Network via two-factor authentication. Equiant’s cloud-based integrated phone solutions meant that clients using eqConnect could continue to manage outreach campaigns through advanced preview dialer and Interactive Voice Response technology. Clients’ employees could work remotely while staying current on productivity even in the most challenging times. Throughout the pandemic, Equiant focused on client and consumer needs by implementing forbearance and Covid-related coding to allow developers and lenders to optimize portfolios and meet consumer needs. One industry lender noted, “The solution you provided to developers/lenders to track and report on people impacted by COVID-19 has been fantastic. I work with many different servicers and your solutions have been head and shoulders above the rest. Thanks again for the hard work.”
The fact that Equiant had developed these innovative solutions wasn’t just luck but the result of the company’s long-standing commitment to investing in technology and security for the benefit of its clientele. At the same time, Equiant also invests in its team members, internal operations and community.
Over the past few years, Equiant has introduced integrated servicing solutions through its Platform as a Service (PaaS) model. This technology allows Equiant’s clients achieve industry-leading portfolio performance with the highest levels of data security and regulatory compliance. Equiant’s eqConnect contact management system helps clients elevate every consumer interaction. Powered by NICE inContact, the global leader in cloud contact center software, eqConnect features leading-edge cloud functionality that takes customer service to the next level. Fully integrated into the Equiant platform to simplify contact handling, eqConnect features seamless campaign integration, agentless dialing, real time key performance indicators, complete contact recordings, long-term storage, advanced recovery call routing, multi-channel contact handling, full skill-based routing and prioritization, total contact blending, multiple dialer modes and customizable dashboards and reports. The agentless dialing feature has already proven popular with Equiant’s clients as it allows them to distribute prerecorded account notifications, prompt in-bound callers to reach an agent, and allow account holders to manage their payments, update their personal information, and more.
Over the past two years, many Equiant clients have seized the opportunity to move to electronic closings and document custody. After closings are complete, the documents arrive at the custodian almost immediately, meaning that the custodian can complete the certification process and the lender can release the funds. “It cuts approximately two to three weeks from the timeline,” one client relates. Electronic documents also eliminate the need for employees to pass physical documents around the office or for shipping. Finally, eDocs mean that auditors don’t need to travel to developers’ offices, which eliminates travel expenses and heightened health risks.
Equiant also provides online training solutions for both its own and clients’ staff members. Its eqLearning platform simplifies training and provides answers to technical questions. “It’s not something you’ll only use when you’re new to the system, there’s a wealth of information to help you understand all the capabilities that Equiant’s tools provide,” one client says.
Finally, Equiant invests in its community through support of a wide range of charitable organizations. These include the United Food Bank, SMOV (Send Me on Vacation), Phoenix Children’s Hospital, GoFundMe campaigns, St. Mary’s Food Bank, Save the Families, Arizona Together and the Breast Cancer Research Foundation. Equiant employees have been inspired by their corporate culture to also give back to a wide range of local and national charities.
At Equiant, the goal is always to service its clients beyond their wildest expectations, while also maintaining respect and consideration for fellow team members. Every day, through its dedication to continuous investment and innovation, the team bests those wildest expectations, while also serving their community and their company. For that, Equiant is truly an industry leader.