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 a Client Services Expert, you will support our Account Services, Closing, Sales, and Underwriting teams by working collaboratively across the organization to assist with inbound and outbound call activities to existing and prospective customers as well as business partners. You will report to the Operations Services Manager and you will collaborate with other departments in our Santiago and Boston offices, providing gold-standard support.
This position operates on a hybrid model, with a requirement of two days in office each week.
In this role you will:Be part of a high performing culture that is both collaborative + supportive, customer and results-driven, where people love to come to work.
Achieve and maintain our SLA targets on operation services queues.
Handle outbound calls to customers as the final stage of the funding process to verify all requirements are complete and verbally review key contract terms.
Handle Inbound calls to Forward Financing’s mainline and direct these to designated departments, channels, or partners within Forward Financing.
Assist with verifying customers Month to Date (MTD) transactions as required.
Provide service via our chat tool or ticketing system.
Go above and beyond, taking upon continuous improvement initiatives.
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.
Comfortably interact via phone, in writing (chat & email), and face-to-face with internal and external customers.
Meet and exceed departmental key performance indicators and service level agreements.
(Even if you don’t check every box, but see yourself contributing, please apply.)
Bilingual in English and Spanish.
High school degree.
Experience in service and customer support roles preferred.
Client-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.
Compensation:
Hourly Rate: $23.55 - $27.40 USD
Annual Target Bonus: 5%
At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture.
Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role.
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!
Forward Financing Core Values: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 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. 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. Forward offers revenue-based financing – delivering an upfront sum of working capital in exchange for a set amount of the business’s future revenue. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver funds 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 $4.1 billion in funding to more than 80,000 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.
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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