HELOC Mortgage Servicing Pro

Trovy; Salt Lake City (UT); On-site; USD 58,000 - 71,000; Full time

Benefits offered by this job

Competitive pay

Equity participation

No sales commissions

PTO

Floating holidays

On-site Salt Lake City

Health insurance

Dental insurance

Vision insurance

Life insurance

Commuter benefits

HSA

401k

Free lunch Fridays

Job summary

Trovy is hiring a Mortgage Servicing Specialist in Salt Lake City to own the customer experience after a HELOC funds. You will handle payments, draws, account changes, escalations, and servicing operations, ensuring accuracy and compliance.

We seek a seasoned servicing pro with knowledge of Reg Z/RESPA/Reg X, FDCPA, and FCRA. This is a startup-friendly role with room to help shape processes and servicing playbooks while avoiding sales targets.

Qualifications

• 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, RESPA and Reg X, FDCPA, and FCRA dispute requirements.
• Hands on experience with payment processing, payoffs, delinquency handling, and escalated customer issues.

Responsibilities

• 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 elevate 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

Skills

HELOC servicing

Reg Z / RESPA / Reg X

Payment processing

Zendesk

Communication

Detail oriented

Startup environment

Independent work

Tools

Zendesk

Servicing system

Job description

Trovy is hiring a Mortgage Servicing Specialist in Salt Lake City to own the customer experience after a HELOC funds. You will handle payments, draws, account changes, escalations, and servicing operations, ensuring accuracy and compliance.

We seek a seasoned servicing pro with knowledge of Reg Z/RESPA/Reg X, FDCPA, and FCRA. This is a startup-friendly role with room to help shape processes and servicing playbooks while avoiding sales targets.