[Hiring] Customer Support Representative @Forward Financing

Role Description

As an Inbound ASD Customer Support Representative, you will be providing customer service to those who have general questions regarding their funding with us, while also supporting our award-winning Account Servicing Department. Working collaboratively across the organization to drive customer satisfaction and efficiency. You will report to the ASD Customer Support Manager and you will collaborate with other departments both in our Santiago and Boston office, providing gold standard support.

In this role you will:

• Handle inbound customer contacts requiring advanced English & Spanish fluency, both verbal & written. Contacts can be balance inquiries, payoff information, and general payment support.
• Be part of a high performing culture that is both collaborative and supportive, customer and results-driven, where people love to come to work.
• Comfortably interact via phone, online, in writing, and face-to-face with internal and external customers.
• Handle additional tasks as part of the Customer Support team such as document handling, validation, and the general inbox.
• Graciously deal with changes in a fast-paced environment, enjoying multitasking within an innovative environment.
• Carry a positive and energized approach when interacting with customers and partners in a way that reflects Forward Financing’s core values and guiding principles.
• Enjoy hands-on, 1:1 coaching as part of continuous development.
• Meet and exceed departmental key performance indicators and service level agreements.

Qualifications

• Advanced English fluency
• High school degree
• Experience in service and customer support roles (Nice to have)
• Customer-focused, service-oriented, relationship builder
• Good listening skills with the ability to see situations from the perspective of others
• Excellent written and verbal communication skills; comfortable communicating and networking

Requirements

• Flexible to work 11am-8pm EST

Benefits

• Hands-on, 1:1 coaching as part of continuous development

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. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide.

• Since 2012, Forward has expanded access to capital by providing over $5+ billion in funding to more than 100,000 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®.