HELOC Mortgage Servicing Expert | Customer Outcomes

Trovy; Salt Lake City (UT); Sur place; USD 39 000 - 47 000; Plein temps

Avantages offerts par ce poste

Equity participation

No sales commissions

PTO

On-site Salt Lake City

Health insurance

Dental insurance

Vision insurance

Life insurance

HSA

401k

Free lunch Fridays

Résumé du poste

Trovy is building a modern mortgage servicing platform in Salt Lake City. As a Mortgage Servicing Specialist you will own the customer experience after HELOC funds, handling payments, draws, and account changes with accuracy and compliance.

You will resolve inquiries via phone, email, and chat, write playbooks, and collaborate with product teams to improve processes in a startup environment. This is not a sales role; success is measured by outcomes.

Qualifications

• 5+ years of loan servicing experience, preferably HELOCs or home equity loans.
• Working knowledge of Reg Z, RESPA, Reg X, FDCPA and FCRA dispute rules.
• Hands-on with payment processing, payoffs, delinquency handling, and escalations.
• Experience with a loan servicing system and Zendesk or similar.
• Clear written and verbal communication; customer-focused and empathetic.

Responsabilités

• Serve customers with active HELOCs, handling payments, draws, statements, rates, payoffs, and account management.
• Respond to inquiries via phone, email, and chat; resolve issues on first contact when possible.
• Process and reconcile servicing activity: payments, draw requests, reversals, autopay changes, payoff quotes.
• Handle escalated servicing matters: disputes, billing errors, corrections, hardship conversations.
• Support delinquency management and early collections; explain options per policy and regs.
• Manage servicing events: lien releases, subordination, insurance, tax issues, account closures.
• Elevate compliance-sensitive matters within required timelines; keep thorough records.
• Help write the servicing playbook: procedures, call guides, templates; flag gaps.
• Collaborate with operations and product teams to gather feedback and improve UX.

Connaissances

HELOC experience

Reg Z/RESPA knowledge

Payment processing

Delinquency handling

Zendesk

Strong communication

Detail oriented

Startup environment

Multitasking

Outils

Zendesk

Loan servicing system

Description du poste

Trovy is building a modern mortgage servicing platform in Salt Lake City. As a Mortgage Servicing Specialist you will own the customer experience after HELOC funds, handling payments, draws, and account changes with accuracy and compliance.

You will resolve inquiries via phone, email, and chat, write playbooks, and collaborate with product teams to improve processes in a startup environment. This is not a sales role; success is measured by outcomes.