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.