[Hiring] Customer Engagement Representative @Forward Financing

Role Description

We are seeking a Customer Engagement Representative who is focused on winning back previous clients with a paid in full balance and re-engaging them as clients. We are looking for a "Top 1%" performer who is motivated by metrics and obsessed with conversion. You will be responsible for re-engaging our successfully graduated merchants, turning "Paid In Full" status into new funding opportunities through sheer volume, strategic follow-up, and technical precision.

• Act as a Consultant: Speak with business owners to assess goals, address questions, and present renewal options.
• Drive the Dialer: Master a high-volume auto-dialer environment, maintaining the stamina to deliver high-quality pitches on the 100th call of the day as effectively as the 1st.
• Salesforce Execution: Use Salesforce as a tactical weapon. You will be expected to manage high-velocity lead queues, ensuring that every record is updated in real time to reflect the current funnel stage.
• Collaborate: Work with internal teams to support timely and accurate funding outcomes, including Sales, Processing, Underwriting, Collections, and Accounting.
• Act as a Mentor: Ability to support and mentor more junior reps through daily processes and initiatives.
• Performance Optimization: Constantly analyze your own performance data. If your conversion dips, you are expected to diagnose the "why" (e.g., call timing, script delivery, or lead source) and pivot immediately.
• Beta Tech & Documentation: As a Senior rep, you will pilot new tech (dialer enhancements, AI logging, etc.) and provide concise, actionable feedback.

Your success is measured by hard data. We expect the following:

• Activity Volume: Consistent daily attainment of outbound call volume, talk time, and multi-channel touchpoints (SMS/Email).
• Conversion Efficiency: Maintaining a high lead-to-opportunity and opportunity-to-funding percentage.
• Quota Attainment: Monthly and quarterly revenue targets are treated as a floor, not a ceiling.
• Funnel Management: Zero "leaks" in the pipeline; 100% of assigned PIF leads must be touched within strict SLAs.

Qualifications

• Experience in a sales environment.
• The Mindset: You are competitive and metric-driven. You enjoy seeing your name at the top of the leaderboard and are motivated by hitting stretch goals.
• Technical Command: Preferred experience updating deals daily in a CRM (Salesforce preferred).
• Comfort with hustle metrics: Comfortable with high phone activity in a fast-paced environment, familiarity with auto-dialer, strong time management, strong organization habits, able to request, review, and communicate clearly about financial documents.
• Resilience: High comfort level with "no" and the ability to pivot to a "yes" through consultative selling and persistence.

Requirements

• Annual Targeted Salary: $50,000 – $60,000 USD.
• Monthly Variable: You have the potential to earn an additional $1,600 USD per month in variable compensation. The final payout of variable compensation is determined by achievement of performance metrics.

Benefits

• Comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.
• Remote-first company with workplace flexibility as a top priority.
• Opportunities for in-person collaboration at premiere office locations.

Company Description

Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Since 2012, Forward has expanded access to capital by providing over $4.8 billion in funding to more than 92,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.