Account Specialist, Inbound Support Rep

Forward Financing is a financial technology 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. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As an Account Specialist, Inbound Support Rep, 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 (ASD). Working collaboratively across the organization to drive customer satisfaction and efficiency.

You will report to the ASD 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 + 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 ASD 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.

About You:

• Passionate : “Can-do-attitude.” Enthusiastic. Optimistic, open, and objective toward others.

• Empathy : Understand and share the feelings of others. Handle interpersonal relationships with respect and maximum professionalism.

• Collaborative : Strong “people orientation.” Can disagree without being abrasive or intimidating.

• Communicator : Comfortable communicating and networking. Speaks and writes clearly and articulately without being overly verbose or talkative and possesses an openness to people and a willingness to hear what others are saying.

• Attention to detail : Process detailed information effectively and consistently. Quality orientation.

• Coachable : Open to feedback and continual professional improvement.

• Competitive : Strong desire to win both as an individual and as a team. Demonstrate tenacity, boldness, assertiveness in demanding jobs/situations.

Requirements:

(Even if you don’t check every box, but see yourself contributing, please apply.)

• Advanced English fluency

• High school degree.

• 1+ years of experience in service and customer support roles.

• 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.

Total Rewards:

Additionally, we offer a 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.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

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. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.5 billion in funding to more than 87,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.6 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.

US Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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