Client Services Associate

Forward Financing • USA • 1d ago

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, providing fast, flexible working capital to US small businesses that have been underserved by traditional financing options. It is our mission to build a world-class fintech company so our customers and our people can reach their full potential. Forward has been recognized as a Best Place to Work by the Boston Business Journal and Built In Boston and is certified as a Great Place to Work.® We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.

As a Client Services Associate, you will support our Account Services, Sales, and Underwriting teams. 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 Manager of Operations Services and you will collaborate with others departments both in our Santiago and Boston office, providing gold standard support.

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 client services.
Handle outbound calls to merchants as the final stage of the funding process in conformity to the company's guiding principles, policies, and procedures.
Handle Inbound and outbound calls to Forward Financing’s mainline and to direct these to all designated departments, channels, or partners within Forward Finacing’s and providing service via our chat tool.
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, online, in writing, and face-to-face with internal and external customers.
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.
Experience in service and customer support roles. (Nice to have)
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.

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 is a fintech company headquartered in Boston, Massachusetts with an affiliate office in Santiago, Dominican Republic, providing fast, flexible working capital to small businesses across the US. 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 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 $3.2 billion in funding to nearly 67,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Forward is also recognized as a Best Place to Work by Built In Boston, certified as a Great Place to Work®, and is committed to helping their people and the small businesses they serve to achieve their full potential.

Forward actively promotes a focus on diversity, equity, and inclusion in all we do. We encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. Our diverse and driven group of over 460 people, with approximately 200 based in the US, and 260 in the Dominican Republic, is a 100% employee-owned company. Our people are excited about their work, knowing they are helping thousands of small businesses while advancing their own careers.

Perks & Benefits:

At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package, including but not limited to: medical, dental, vision, and 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.

Workplace flexibility is a top priority at Forward too. Our Employee Choice policy means that almost all of our employees get to decide where they work. 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. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team.

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!

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