Bilingual Customer Support Expert

Forward Financing is a financial technology company based in Boston, Massachusetts, dedicated to unlocking capital for small businesses across America. As a Bilingual Customer Support Expert, you will support various teams by assisting with inbound and outbound calls, ensuring customer satisfaction and operational efficiency.

Responsibilities

• 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

Skills

• Bilingual in English and Spanish
• High school degree
• 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
• Experience in service and customer support roles preferred

Benefits

• 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
• Charitable donation match

Company Overview