Customer Success Representative

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