Customer Success Associate: Home Equity Fintech

Trovy; Salt Lake City (UT); On-site; USD 80,000 - 95,000; Full time

Benefits offered by this job

Equity

On-site

401K plan

Comprehensive benefits

Job summary

Trovy, a fintech startup in Salt Lake City, is seeking a Customer Success Associate to onboard customers and support them through HELOC usage. This role emphasizes a relationship-first approach, with no sales commissions and a focus on customer outcomes.

You'll guide applicants through onboarding, document verification, and ongoing account management, while collaborating with operations and product teams to improve workflows and ensure compliance. Strong communication is essential.

Qualifications

• Active MLO license in any state (NMLS registration required) — newly licensed candidates are encouraged to apply.
• 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.

Responsibilities

• 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

Skills

MLO license

Zendesk experience

Strong communication

Attention to detail

Fintech knowledge

Team collaboration

Tools

CRM systems

Zendesk

Job description

Trovy, a fintech startup in Salt Lake City, is seeking a Customer Success Associate to onboard customers and support them through HELOC usage. This role emphasizes a relationship-first approach, with no sales commissions and a focus on customer outcomes.

You'll guide applicants through onboarding, document verification, and ongoing account management, while collaborating with operations and product teams to improve workflows and ensure compliance. Strong communication is essential.