Customer Success Specialist New Chicago, IL | Denver, CO | Phoenix, AZ | Remote, US

Chicago, IL | Denver, CO | Phoenix, AZ | Remote, US

About Caribou

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 payments and increase the predictability of those expenses over time. We do this by building technology to pair customers with credit unions, banks, and finance companies and by simplifying every step of the process. On average, our drivers save $162/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:

• 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 escalated 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.

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.

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
• 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

We come from all walks of life and are joined together by our shared values, which guide our work and how we work together.

• Give a damn. What we’re doing matters. We show up determined to deliver results, and we love it.
• Velocity. We’re intentional about where we’re going and we race towards it.
• Make the assist. We have diverse strengths. We offer and ask for help so we all win.

The essential functions of this position require consistent attendance, availability, and active engagement throughout your full scheduled shift.

Caribou is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, marital status, military or protected veteran status, genetics, or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above, and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.

Remote Work Requirements

Certain roles within Caribou may allow remote/hybrid flexibility, which requires a professional atmosphere to maintain the security and quality of our customer interactions.

Environment : Remote employees must have a dedicated, quiet workspace free from background noise and distractions (including childcare or other personal obligations during shift hours).

Security : You must ensure a private environment to protect sensitive financial information and maintain customer confidentiality.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Caribou Financial’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305 Page 1 of 1 OMB Control Number 1250-0005 Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your