Customer Success Specialist

Caribou Financial • Denver, CO

2d • Hybrid

About The Position

At Caribou, we care about giving people financial freedom so they can focus on what’s most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $159/month on their car loans while protecting their investment long term.
Caribou is led by leaders from the technology, automotive, and finance industries. We’re proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others.
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
This role can be based out of our Caribou offices in Denver, CO or Phoenix, AZ, or remote/hybrid within the greater Denver, Phoenix areas.
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.

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed