Job description

ABOUT TROVY Trovy is building the financial home base for America's 86 million homeowners — the go-to platform for managing your home and accessing low-rate credit, because life is expensive and unpredictable. We believe your biggest asset should unlock your best financial options: bypass the myriad of expensive, rigid credit products and replace them with one simple, powerful solution built around your home equity. Backed by top-tier venture capital, Trovy is led by a team of proven fintech innovators on a mission to make homeownership and personal finances more manageable. Don't own a home without it. 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. 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 - 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 Compensation: $23.00 - $26.00, plus bonus and 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, time off, and more.

Requirements

Must-haves

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
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

Nice-to-haves

Experience with Zendesk or a similar customer support platform is a plus
Familiarity with mortgage or consumer lending basics is a plus, but not required beyond licensure

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401k