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Salary: USD 80,000 - 95,000 / annual
Trovy is building a financial platform for America's 86 million homeowners, offering a go-to solution for managing homes and accessing low-rate credit through home equity. The company is backed by top-tier venture capital and led by proven fintech innovators.
As a Customer Success Associate, you will be the primary point of contact for Trovy customers, guiding them through onboarding, answering questions about their HELOC (Home Equity Line of Credit), and ensuring every customer feels supported from application through active use. This is a relationship-focused role, not a sales role—you won't chase commissions but will focus on delivering exceptional customer experience.
Key responsibilities include:
- Serving as a trusted resource for customers throughout the HELOC lifecycle, from application questions to draw activity and account management
- Responding to inbound customer inquiries via phone, email, and chat in a timely and professional manner
- Guiding applicants through onboarding, including document collection, identity verification, and disclosure acknowledgment
- Following established operations processes with precision and flagging gaps or inefficiencies
- Actively collaborating with the operations team to refine and improve workflows
- Working closely with the product team to communicate customer feedback and identify friction points
- Identifying and escalating compliance-sensitive customer issues to the appropriate team
- Maintaining accurate, well-organized records of customer interactions and loan activity in Trovy's systems
- Staying current on Trovy's product features, state-specific requirements, and applicable lending regulations
The role requires an active Mortgage Loan Originator (MLO) license with NMLS registration. Newly licensed candidates are encouraged to apply. You should have strong written and verbal communication skills, with the ability to explain complex financial concepts in plain language. A customer-first mindset, comfort in a fast-paced startup environment, and high organizational skills with attention to detail are essential. You should be process-oriented with a bias toward improvement, collaborative across teams, and able to work independently while managing multiple customer interactions simultaneously. Experience with Zendesk or similar customer support platforms is a plus, as is familiarity with mortgage or consumer lending basics.
Requirements:
- Active MLO license in any state (NMLS registration required); newly licensed candidates welcome
- Strong written and verbal communication skills
- Customer-first mindset with genuine interest in helping people make smart decisions about home equity
- Highly organized with strong attention to detail
- Process-oriented mindset with bias toward improvement
- Ability to work independently and manage multiple customer interactions simultaneously
- Comfort working in a fast-paced, startup environment where processes are still being built
- Collaborative by nature; work well across teams
- Experience with Zendesk or similar customer support platform (plus)
- Familiarity with mortgage or consumer lending basics (plus, but not required beyond licensure)
