Customer Success Associate (MLO)

Trovy•Salt Lake City, UT

4d•Onsite

About The Position

As a Customer Success Associate, you'll be the primary point of contact for Trovy customers — guiding them through onboarding, answering questions about their HELOC, and making sure every customer feels supported from application to active use. This is a relationship-first role, not a sales role. You won't be chasing commissions — you'll be focused on delivering a genuinely great customer experience. This role requires a mortgage loan originator (MLO) license. We welcome candidates who are newly licensed or have limited MLO experience — what matters most is your communication skills, attention to detail, and desire to grow in the mortgage and fintech space.

Requirements

Active MLO license in any state (NMLS registration required) — newly licensed candidates are encouraged to apply
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
Process-oriented mindset with a bias toward improvement — you notice when something could work better and you say so
Collaborative by nature; you work well across teams and are comfortable contributing to product and operations conversations, not just customer-facing ones
Ability to work independently and manage multiple customer interactions simultaneously

Nice To Haves

Experience with Zendesk or a similar customer support platform is a plus
Familiarity with mortgage or consumer lending basics is a plus, but not required beyond licensure

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