Customer Support Representative

Forward Financing

18h

About The Position

Forward Financing is a financial technology company on a mission to unlock capital for small businesses across America. The Inbound ASD Customer Support Representative provides customer service to customers with general questions about their funding and supports the Account Servicing Department. The role works collaboratively across the organization to drive customer satisfaction and efficiency, coordinating with teams in the Santiago and Boston offices. It reports to the ASD Customer Support Manager. The candidate must be flexible to work 11 a.m.–8 p.m. EST.

The role handles inbound customer contacts requiring advanced English and Spanish fluency, including balance inquiries, payoff information, and general payment support. It also involves communicating with internal and external customers through multiple channels, handling documents and inbox tasks, adapting to change and multitasking in a fast-paced environment, and meeting departmental performance indicators and service-level agreements. The position includes hands-on, one-to-one coaching as part of continuous development.

Requirements

• Advanced English fluency.
• High school degree.
• Experience in service and customer support roles.
• Advanced English and Spanish fluency, verbal and written.
• Flexibility to work 11 a.m.–8 p.m. EST.

Nice To Haves

• Customer-focused and service-oriented approach.
• Ability to build relationships.
• Good listening skills and ability to understand situations from others’ perspectives.
• Excellent written and verbal communication skills; comfort communicating and networking.

Responsibilities

• Handle inbound customer contacts in English and Spanish, including balance inquiries, payoff information, and general payment support.
• Support the Account Servicing Department and work across teams to promote customer satisfaction and efficiency.
• Interact with internal and external customers by phone, online, in writing, and face-to-face.
• Handle document processing, validation, and general inbox tasks as part of the Customer Support team.
• Adapt to changes and multitask in a fast-paced environment.
• Represent Forward Financing’s core values and guiding principles through positive, energized interactions with customers and partners.
• Meet and exceed departmental key performance indicators and service-level agreements.
• Participate in hands-on, one-to-one coaching as part of continuous development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED