About Trovy
Trovy is building the financial platform for America’s 86 million homeowners for managing their homes and accessing low rate credit. We believe homeowners’ biggest asset should unlock their best financial options: bypass the myriad of expensive, rigid credit products and replace them with one simple, powerful solution built around their home equity. Backed by Left Lane, Kleiner Perkins, DCM, and Camber Creek, Trovy is led by a team of proven fintech innovators on a mission to make homeownership and personal finances more manageable.
Role Overview
As a Mortgage Servicing Specialist, you’ll be a core member of Trovy’s servicing team, reporting to our Servicing Manager. You’ll own the customer experience after a HELOC funds, handling payments, draws, account changes, escalations, and the servicing operations that keep every account accurate and compliant. We’re looking for a seasoned servicing professional who knows what good servicing looks like and can help us build it. This is not a sales role. Your success is measured by accuracy, resolution, and customer outcomes.
What You'll Do
Serve as a trusted resource for customers with active HELOCs, handling questions about payments, draws, statements, rates, payoffs, and account management
Respond to inbound customer inquiries via phone, email, and chat promptly and professionally, and resolve issues on first contact whenever possible
Process and reconcile servicing activity, including payment posting, draw requests, payment reversals, autopay changes, and payoff quotes
Handle complex and escalated servicing matters such as disputes, billing errors, account corrections, and payment hardship conversations
Support delinquency management and early collections outreach, and help customers understand their options in accordance with applicable regulations and Trovy policy
Manage servicing events such as lien releases, subordination requests, insurance and tax related issues, and account closures
Identify and escalate compliance sensitive matters, including error resolution notices, requests for information, complaints, and bankruptcy or deceased borrower situations, within required timelines
Maintain accurate, thorough records of customer interactions and account activity in Trovy’s systems
Help write the servicing playbook: draft procedures, call guides, and templates, and flag gaps or inefficiencies as you find them
Partner with operations and product teams to share customer feedback, identify friction points, and shape how our servicing experience evolves
Stay current on Trovy’s product features, state specific requirements, and applicable servicing regulations
What We're Looking For
At least 5 years of loan servicing experience, ideally with HELOCs, home equity loans, or first mortgages
Working knowledge of servicing regulations, including Reg Z (TILA), RESPA and Reg X servicing rules, FDCPA, and FCRA dispute requirements
Hands on experience with payment processing, payoffs, delinquency handling, and escalated customer issues
Experience with a loan servicing system and Zendesk or a similar customer support platform
Strong written and verbal communication skills; you can explain complex financial concepts in plain language, including in difficult conversations
A customer focused mindset with patience, empathy, and sound judgment
Highly organized with strong attention to detail; you follow procedures precisely and keep your work structured even when volume picks up
A process oriented approach with a bias toward improvement; you’ve seen how mature servicing shops operate and can help us build the right processes
Comfort working in a startup environment where processes are still being built
Ability to work independently and manage multiple customer interactions and servicing tasks at once
Compensation & Benefits
Competitive Pay: $28.00 - $39.00 an hour
Ownership: Equity participation so you share in Trovy’s growth
Success: No sales commissions; your success is measured by customer outcomes, not volume
PTO: Paid time off, paid holidays, and floating holidays
Location: On-site; Salt Lake City, Utah
Benefits: 100% company sponsored health, dental, vision, and life insurance. We also offer commuter benefits, HSA, 401k and more!
Other perks: Free lunch in the office every Friday!