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Serve as the front-line contact for customers during onboarding and HELOC support. Handle inbound calls, emails, and chats; collect, verify, and organize documents; update loan origination and support systems; troubleshoot portal access; track SLAs; escalate compliance issues; and relay customer feedback to product and operations teams.

Own Trovy's internal operations product experience powering lending operations. Lead end-to-end development of loan administration, servicing, and agent tooling; define requirements and specs; prioritize roadmap; create documentation and training; identify automation opportunities; map and improve workflows; build dashboards and reporting for operational visibility; maintain data flows and translate data into actionable insights for operations leadership.

Owner of operational analysis, process design, and execution. Pull and analyze data, design SOPs and workflows, enable operations with training and feedback loops, scope automation, build dashboards/KPIs, manage vendor relationships, and run cross-functional projects end-to-end in an early-stage fintech.

Act as primary contact for HELOC customers, handle inbound phone/email/chat support, guide onboarding and document collection, maintain records, follow compliance processes, collaborate with operations and product teams to improve workflows and surface customer feedback.

Lead Trovy's end-to-end credit function for HELOC products: set credit policy and underwriting, own loan pricing and AVM/collateral valuation, define income verification and automated underwriting logic, build portfolio analytics and loss forecasting, monitor credit performance, and partner with product, engineering, legal, and capital partners to manage risk and scale the loan portfolio.

Lead Trovy's compliance function across lending and card businesses. Maintain compliance management systems, advise product/marketing/engineering on regulatory requirements, manage mortgage servicing and NMLS multi-state licensing, oversee HMDA and regulatory reporting, vendor risk management, and regulatory examination readiness. Track federal and state developments and support partner reporting and audits.

Own fraud risk operations for a HELOC card product: manage disputes and chargebacks, monitor authorizations, conduct fraud reviews across origination and servicing, develop fraud policies and controls, optimize fraud tooling, maintain operational runbooks and reporting, and coordinate with BIN sponsor, card networks, compliance, and law enforcement as needed.

Lead Trovy's regulatory and compliance legal function for lending and card products. Advise on federal consumer financial laws, multi-state mortgage and lending requirements, product launches, servicing, disclosures, vendor and bank partnerships, marketing compliance, privacy/security, licensing, and regulatory exams. Own the compliance program and support corporate, investor, and outside counsel matters.

Lead multi-channel acquisition and brand programs including paid media (Meta/Google), affiliate, direct mail, SEO/AIO, email lifecycle, and creative. Own strategy, creative briefs, vendor management, analytics-driven optimization, compliance-minded copy, and team building to scale Trovys marketing function and drive homeowner customer acquisition and retention.