About the Role

Caribou is looking for a proactive, organized, and articulate Customer Success Specialist to manage inbound customer communications, handle customer complaints, and assist with the pending Lender Approval process.

In this role, you will be responsible for:

Customer Support & Complaint Handling

• Answer inbound customer calls from the customer call queue
• Provide professional, accurate, and efficient responses to customer inquiries, escalating issues as necessary
• Maintain detailed notes of customer interactions in internal systems
• Address loan payoff and insurance binder requests as needed
• Appropriately escalate customer complaints received via inbound channels according to Caribou’s internal Complaints Process

Email Queue Management

• Monitor and manage customer inquiries via the inbound email queue
• Respond promptly and professionally to all emails, notating customer interactions in internal systems
• Coordinate with internal team members who may already be assisting the customer to ensure consistency in communication.
• Triage third-party emails and route them to the appropriate departments or personnel.

Pending Lender Approval Assistance

• Support the Pending Lender Approvals and Lender Needs More Information process by reaching out to customers regarding lender requests.
• Review customer-submitted documents to ensure they meet lender requirements.
• Gather and verify any missing information on applications that could delay a decision.
• Maintain clear, professional communication in email and phone correspondence with lenders

Location

Candidates are welcome to work remotely from the states of AZ, CO, DC, IL, MD, TX, and VA with a preference for the Chicago IL and Denver CO areas. Caribou does provide the option to work in-office or hybrid from our Denver, CO or Chandler, AZ offices. We may consider remote candidates in CA, FL, MA, NY, OR, WA, and WI, subject to additional approval. Eligibility by state is subject to change.

This role may require attendance at occasional in-person team meetings in our Denver, CO office.

About You

You, like us, are driven to achieve your goals. At Caribou, we have just three core values: Give a damn. Velocity. Make the assist. We’re motivated. We race towards our goals. And we help each other along the way.

• Able to handle high-volume email and phone communications
• Problem-solving mindset and a proactive approach to customer interactions
• Strong sense of accountability and follow-through

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes:

• Competitive compensation: $23.50/hr
• Eligible for annual performance-based Incentive
• Equity options
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program