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 Representative, you'll be a front-line point of contact for Trovy customers, helping them move through onboarding, collecting and processing documents, and answering questions about their HELOC. This is a purely relationship- and service-focused role; it does not involve sales, quotas, or commissions of any kind. You'll be focused entirely on delivering a genuinely great customer experience.
What matters most is your communication skills, attention to detail, and reliability in following established processes.
What You'll Do - Answer inbound customer calls, emails, and chats in a timely and professional manner
- Request and follow up on outstanding documents needed from customers to complete their application or draw request
- Upload, label, and organize customer documents accurately in Trovy's systems
- Guide applicants through the onboarding process, including document collection and identity verification steps
- 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
- Relay customer feedback and common friction points to the product and operations teams
- Identify and escalate any compliance-sensitive customer issues to the appropriate team
- Verify that customer-submitted documents are complete and legible before passing them along for review
- Follow up with customers on missing signatures or outstanding stipulations/conditions
- Send customers status update notifications as their application or draw moves through each stage
- Perform basic troubleshooting for customers having trouble logging into or navigating the customer portal
- Enter and update customer and loan information accurately in Trovy's loan origination system
- Maintain accurate, well-organized records of customer interactions in Trovy's systems
- Stay current on Trovy's product features and day-to-day support procedures
- Schedule and coordinate callback times with customers as needed
- Monitor and manage a shared customer support inbox/queue to ensure timely responses
- Track turnaround times and SLA metrics on open customer cases
What We're Looking For - Prior customer service or call center experience is a plus
- Experience with Zendesk or a similar customer support platform is a plus
- Strong written and verbal communication skills; you can explain things clearly and patiently
- Customer-first mindset with a genuine interest in helping people
- Comfort working in a fast-paced, startup environment where processes are still being built
- Highly organized with strong attention to detail, especially when handling documents and account records
- 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
- Ability to work independently and manage multiple customer interactions simultaneously
Compensation & Benefits - Compensation : $20.00-$22.00 per hour (non-exempt)
- Ownership : Equity compensation in addition to hourly pay
- Market Opportunity : Join a team tackling the $30T home equity market
- Early Impact : Help shape our operations from the ground up
- Success : This is not a sales role; no quotas, no commissions. Your success is measured by customer outcomes
- Location : On-site Salt Lake City
- Benefits : 401K account, 100% company-paid dental, medical, vision and life insurance, set paid time off days, and more
Job Tags
Hourly pay