Servicing Specialist

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 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 - $34.00 an hour plus monthly target bonus - 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!