Remote Customer Success Specialist – Lending Support

Caribou Financial; Chicago (IL); Hybrid; USD 28,000 - 39,000; Full time

Benefits offered by this job

Equity options

401(k) retirement plan

Paid time off

Parental leave

Medical, dental, and vision plans

Mental health coverage

HSAs/FSAs optional

Job summary

Caribou Financial seeks a proactive, organized Customer Success Specialist to manage inbound customer communications, handle complaints, and assist with the Pending Lender Approval process. You will engage with customers via calls and emails, document interactions, and coordinate with lenders to keep loan processes moving smoothly.

Candidates should be able to handle high-volume communication, communicate clearly, and work across remote, hybrid, or in-office setups with a focus on excellent

Qualifications

• Ability 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 calls from the customer call queue.
• Provide professional, accurate responses to inquiries and escalate issues as needed.
• Maintain detailed notes of customer interactions in internal systems.
• Address loan payoff and insurance binder requests.
• Escalate complaints per Caribou’s Complaints Process.
• Monitor and manage customer inquiries via the inbound email queue.
• Respond promptly and professionally to all emails, notating interactions in systems.
• Coordinate with internal teams to ensure consistent communication.
• Triage third-party emails and route to appropriate departments.
• Support Pending Lender Approvals by requesting missing information.
• Review documents to ensure lender requirements are met.
• Gather and verify any missing information on applications.
• Maintain professional communication with lenders.

Skills

High-volume communication

Problem-solving mindset

Accountability & follow-through

Job description

Caribou Financial seeks a proactive, organized Customer Success Specialist to manage inbound customer communications, handle complaints, and assist with the Pending Lender Approval process. You will engage with customers via calls and emails, document interactions, and coordinate with lenders to keep loan processes moving smoothly.

Candidates should be able to handle high-volume communication, communicate clearly, and work across remote, hybrid, or in-office setups with a focus on excellent