Role OverviewAs a Customer Success Associate, you'll be the primary point of contact for Trovy customers - guiding them through onboarding, answering questions about their HELOC, and making sure every customer feels supported from application to active use. This is a relationship-first role, not a sales role. You won't be chasing commissions - you'll be focused on delivering a genuinely great customer experience.
This role requires a mortgage loan originator (MLO) license. We welcome candidates who are newly licensed or have limited MLO experience - what matters most is your communication skills, attention to detail, and desire to grow in the mortgage and fintech space.
What You'll Do- Serve as a trusted resource for customers throughout the HELOC lifecycle - from application questions to draw activity and account management
- Respond to inbound customer inquiries via phone, email, and chat in a timely and professional manner
- Guide applicants through the onboarding process, including document collection, identity verification, and disclosure acknowledgment
- Follow established operations processes with precision and consistency, and flag gaps or inefficiencies as you find them
- Actively collaborate with the operations team to refine and improve workflows - you'll help build the playbook, not just follow it
- Work closely with the product team to communicate customer feedback, identify friction points, and inform how the product evolves
- Identify and escalate any compliance-sensitive customer issues to the appropriate team
- Maintain accurate, well-organized records of customer interactions and loan activity in Trovy's systems
- Stay current on Trovy's product features, state-specific requirements, and applicable lending regulations
What We're Looking For- Active MLO license in any state (NMLS registration required) - newly licensed candidates are encouraged to apply
- Experience with Zendesk or a similar customer support platform is a plus
- Strong written and verbal communication skills; you can explain complex financial concepts in plain language
- Customer-first mindset with a genuine interest in helping people make smart decisions about their home equity
- Comfort working in a fast-paced, startup environment where processes are still being built
- Highly organized with strong attention to detail - you can follow compliance-sensitive procedures accurately and keep your work structured even when volume picks up
- Process-oriented mindset with a bias toward improvement - you notice when something could work better and you say so
- Collaborative by nature; you work well across teams and are comfortable contributing to product and operations conversations, not just customer-facing ones
- Ability to work independently and manage multiple customer interactions simultaneously
- Familiarity with mortgage or consumer lending basics is a plus, but not required beyond licensure
Compensation & Benefits- Compensation: Base Salary: $80,000 - $95,000 + Equity
- Market Opportunity: Join a team tackling the $30T home equity market.
- Early Impact: Help shape our operations from the ground up.
- Ownership: Competitive salary, meaningful equity, and room to grow.
- Success: No sales commissions; your success is measured by customer outcomes, not volume
- Location: On-site. Salt Lake City, Utah
- Benefits: 401K account, 100% company-paid dental, medical, vision and life insurance, flexible time off, and more.
