Customer Success Representative

Trovy•Salt Lake City, UT

5d•$20 - $22•Onsite

About The Position

As a Customer Success Representative, you’ll be a front-line point of contact for Trovy customers, helping them move through onboarding, collecting and processing documents, and answering questions about their HELOC. This is a purely relationship- and service-focused role; it does not involve sales, quotas, or commissions of any kind. You’ll be focused entirely on delivering a genuinely great customer experience. What matters most is your communication skills, attention to detail, and reliability in following established processes.

Requirements

Strong written and verbal communication skills; you can explain things clearly and patiently
Customer-first mindset with a genuine interest in helping people
Comfort working in a fast-paced, startup environment where processes are still being built
Highly organized with strong attention to detail, especially when handling documents and account records
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
Ability to work independently and manage multiple customer interactions simultaneously

Nice To Haves

Prior customer service or call center experience is a plus
Experience with Zendesk or a similar customer support platform is a plus

Responsibilities

Answer inbound customer calls, emails, and chats in a timely and professional manner
Request and follow up on outstanding documents needed from customers to complete their application or draw request
Upload, label, and organize customer documents accurately in Trovy's systems
Guide applicants through the onboarding process, including document collection and identity verification steps
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
Relay customer feedback and common friction points to the product and operations teams
Identify and escalate any compliance-sensitive customer issues to the appropriate team
Verify that customer-submitted documents are complete and legible before passing them along for review
Follow up with customers on missing signatures or outstanding stipulations/conditions
Send customers status update notifications as their application or draw moves through each stage
Perform basic troubleshooting for customers having trouble logging into or navigating the customer portal
Enter and update customer and loan information accurately in Trovy's loan origination system
Maintain accurate, well-organized records of customer interactions in Trovy's systems
Stay current on Trovy's product features and day-to-day support procedures
Schedule and coordinate callback times with customers as needed
Monitor and manage a shared customer support inbox/queue to ensure timely responses
Track turnaround times and SLA metrics on open customer cases