Active mortgage loan originator (MLO) license required; newly licensed candidates encouraged to apply
Proficiency in customer support platforms like Zendesk is a plus
Strong communication skills, able to simplify complex financial concepts
Customer-first mindset with a passion for assisting clients in home equity decisions
Ability to thrive in a fast-paced startup environment
Highly organized with attention to detail for compliance-sensitive tasks
Collaborative mindset, comfortable contributing across teams and departments
Responsibilities
Serve as a trusted resource for customers throughout the HELOC lifecycle
Respond promptly to customer inquiries through phone, email, and chat
Guide customers through onboarding, including document collection and identity verification
Maintain precision in following operational processes and identify improvement opportunities
Collaborate with the operations team to develop and improve workflows
Communicate customer feedback to the product team and inform product evolution
Escalate compliance-sensitive issues to the appropriate team
Keep accurate, organized records of customer interactions and activities
Benefits
401K account
100% company-paid dental, medical, vision, and life insurance
Flexible time off
Competitive salary with meaningful equity
Opportunity to influence company operations and product development
Full Job Description
Role Overview
As 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.
