Mortgage Servicing Specialist

Role Overview

As a Mortgage 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!