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Salary: USD 60,000 - 80,000 / annual
Trovy is building a financial platform for homeowners to manage their homes and access low-rate credit products backed by home equity. As a Customer Success Associate, you'll be the primary point of contact for customers throughout their HELOC (Home Equity Line of Credit) lifecycle.
You will serve as a trusted resource guiding customers from application through active account use. Your responsibilities include responding to inbound inquiries via phone, email, and chat; guiding applicants through onboarding (document collection, identity verification, disclosure acknowledgment); maintaining accurate records of customer interactions and loan activity; and staying current on product features, state-specific requirements, and lending regulations.
Beyond customer-facing work, you'll actively collaborate with operations and product teams. You'll help refine workflows, flag inefficiencies, communicate customer feedback to inform product evolution, and escalate compliance-sensitive issues appropriately. This is a relationship-first role focused on delivering genuine customer experience, not sales commissions.
The role is ideal for someone who thrives in a fast-paced startup environment where processes are still being built and you can contribute to shaping operations from the ground up. You'll work independently while managing multiple customer interactions simultaneously and collaborating across teams.
REQUIREMENTS:
- Strong written and verbal communication skills; ability to explain complex financial concepts in plain language
- Customer-first mindset with genuine interest in helping people make smart decisions about home equity
- Highly organized with strong attention to detail; ability to follow compliance-sensitive procedures accurately
- Process-oriented mindset with bias toward improvement; you notice gaps and communicate them
- Collaborative by nature; comfortable contributing to product and operations conversations
- Ability to work independently and manage multiple customer interactions simultaneously
- Experience with Zendesk or similar customer support platform is a plus
- Familiarity with mortgage or consumer lending basics is a plus, but not required beyond licensure
