Customer Success Specialist

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