Bilingual Customer Support Expert

Forward Financing•Salt Lake City, UT

38d•$24 - $27•Hybrid

About The Position

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 Customer Support 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.

Requirements

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.

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.