Customer Success Specialist

Caribou Financial•Chicago, IL

1d•Remote

About The Position

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 answering inbound customer calls, providing professional and accurate responses, escalating issues as necessary, and maintaining detailed notes of customer interactions. You will also manage the inbound email queue, respond promptly to emails, and coordinate with internal team members for consistent communication. Additionally, you will support the Pending Lender Approvals process by reaching out to customers regarding lender requests, reviewing submitted documents, gathering missing information, and maintaining clear communication with lenders.

Requirements

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

Responsibilities

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
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.
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