Customer Support Representative

Inbound ASD Customer Support Representative

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 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 + 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.

Requirements:

• 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.

Our Culture: The Forward Compass The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.

• Back the Builders : We are wired to fuel customer progress, not just provide support.
• Rooted in People : We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.
• Flying V : We move through coordinated effort with speed and urgency to achieve what no individual could do alone.
• Always Forward, Never Finished : We pursue growth with a relentless drive that keeps us ahead of the competition.

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 $4.8 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.

Equal Opportunity Employment Information It is the policy of Forward Financing to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. We welcome and encourage applications from people with disabilities. Please let us know should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, we use AI tools to assist with candidate screening and assessment.