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 Operations Services Expert I, you will support both internal and external customers. Working collaboratively across the organization to assist with inbound and outbound call activities, email, and chat to existing and prospective customers as well as business partners.

You will report to the Operations Services Manager I 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 operations services.

• Keep conversations through the phone with the customer ensuring excellent customer service.

• Handle inbound and outbound communications to Forward Financing’s mainline and to direct these to all designated departments, channels, or partners within Forward Financing 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.

• Empathetic : 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.

Our schedule is: Monday - Friday, 10:00 AM - 7:00 PM and 11:00 PM - 8:00 PM with DLS (Daylight Savings).