About the job
Forward Financing, a leading financial technology firm based in Boston, Massachusetts, is on a mission to empower small businesses across America by unlocking the capital they need. With a dedicated team spread throughout the United States, Dominican Republic, and Canada, we are proud to be recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®. We are committed to investing in our employees, technology, and customer experience to ensure long-term success.
As an Account Specialist - Inbound Support Representative, you will offer exceptional customer service to clients with inquiries about their funding while supporting our top-tier Account Servicing Department (ASD). This role requires collaboration across various departments to enhance customer satisfaction and operational efficiency.
You will report to the ASD Support Manager and work alongside colleagues in our Santiago and Boston offices, delivering excellence in customer support.
Key Responsibilities:
- Respond to inbound customer inquiries in both advanced English and Spanish, addressing balance inquiries, payoff information, and general payment assistance.
- Contribute to a high-performing, collaborative, and customer-focused culture that fosters enthusiasm and teamwork.
- Engage effectively with internal and external customers through various communication channels including phone, online, written, and face-to-face interactions.
- Assist with additional tasks within the ASD Support team, including document management, validation, and inbox management.
- Adapt to changes in a fast-paced environment and enjoy multitasking within an innovative workplace.
- Exhibit a positive and energetic demeanor when interacting with customers and partners, aligning with Forward Financing’s core values and principles.
- Participate in hands-on, one-on-one coaching for continuous development.
- Meet and surpass departmental key performance indicators and service level agreements.
About You:
- Passionate: A proactive attitude with enthusiasm, optimism, and openness toward others.
- Empathetic: Ability to understand and relate to the feelings of others, handling interpersonal relationships with respect and care.
