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Serve as the primary customer contact throughout the HELOC lifecycle, handling inquiries, onboarding, document collection, identity verification, disclosures, and account support. Maintain accurate records, follow compliance-sensitive processes, escalate issues, and collaborate with operations and product teams to improve workflows and communicate customer feedback. Explain financial concepts clearly while delivering a relationship-focused customer experience.

Own product features end to end across frontend, backend services, and infrastructure. Work directly with users and internal teams to identify problems, operate and improve production systems, collaborate with design, measure post-launch outcomes, and use AI coding tools to accelerate development. Build prototypes and production workflows using AI, while maintaining strong standards for correctness, reliability, performance, and maintainability.

Provide front-line support to customers throughout HELOC onboarding and draw requests. Responsibilities include answering calls, emails, and chats; collecting, verifying, organizing, and uploading documents; guiding identity verification; updating loan records; troubleshooting portal issues; sending status notifications; tracking cases and SLA metrics; and escalating compliance concerns. The role also collaborates with operations and product teams to improve workflows and communicate customer feedback.

Own and scale Trovy’s affiliate marketing and direct partnership programs, including partner recruitment, negotiation, contracting, commissions, tracking, compliance, and performance optimization. Build SEO and AI search strategies, manage co-marketing and embedded-offer programs, oversee vendors, and develop partnerships with real estate, home improvement, contractor, and homeowner-focused businesses. Ensure referral structures comply with RESPA Section 8 and applicable state regulations while improving acquisition efficiency.

Design and build marketing websites, landing pages, campaign microsites, and interactive experiences from Figma through production. Ship and deploy code with AI coding tools, extend the design system, integrate analytics, and iterate based on conversion metrics. Collaborate with product design, engineering, marketing, and legal teams while ensuring compliant financial disclosures and trustworthy customer experiences.

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 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.