Servicing Specialist

Trovy•Salt Lake City, UT

3d•Onsite

About The Position

Trovy is building a financial platform for homeowners to manage their homes and access lower-rate credit through home equity. The Servicing Specialist is a core member of the servicing team and reports to the Servicing Manager. This role owns the customer experience after a HELOC is funded, including payments, draws, account changes, escalations, and servicing operations that keep accounts accurate and compliant. It is not a sales role; success is measured by accuracy, issue resolution, and customer outcomes.

Requirements

At least 5 years of loan servicing experience.
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, including the ability to explain complex financial concepts in plain language and handle difficult conversations.
Customer-focused mindset, with patience, empathy, and sound judgment.
Strong organization and attention to detail, with the ability to follow procedures precisely and maintain structured work during busy periods.
Process-oriented approach and bias toward improvement; familiarity with how mature servicing operations work and ability to help establish 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.

Nice To Haves

Loan servicing experience with HELOCs, home equity loans, or first mortgages.

Responsibilities

Serve as a resource for customers with active HELOCs, answering questions about payments, draws, statements, rates, payoffs, and account management.
Respond promptly and professionally to inbound inquiries by phone, email, and chat, resolving issues on first contact whenever possible.
Process and reconcile servicing activity, including payment posting, draw requests, payment reversals, autopay changes, and payoff quotes.
Handle escalated servicing matters such as disputes, billing errors, account corrections, and payment hardship conversations.
Support delinquency management and early collections outreach, explaining customer 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 develop the servicing playbook by drafting procedures, call guides, and templates, and identifying gaps or inefficiencies.
Partner with operations and product teams to share customer feedback, identify friction points, and improve the servicing experience.
Stay current on Trovy product features, state-specific requirements, and applicable servicing regulations.