Senior Customer Engagement Representative

Forward Financing•Boston, MA

1d•Remote

About The Position

Forward Financing is seeking a Senior Customer Engagement Representative focused on re-engaging previous clients who have paid off their balances and converting them back into active clients. This role requires a top-performing individual motivated by metrics and conversion rates. The primary responsibility is to re-engage successfully graduated merchants, transforming 'Paid In Full' statuses into new funding opportunities through high volume, strategic follow-up, and precise execution.

Requirements

2+ years in a high volume, short cycle transactional sales environment in a regulated industry
Competitive and metric-driven mindset, motivated by hitting stretch goals and leaderboard performance.
2+ years experience updating deals daily in a CRM (Salesforce preferred)
Comfortable with high phone activity in a fast-paced environment, familiarity with auto-dialer, strong time management, strong organization habits.
Able to request, review, and communicate clearly about financial documents
High comfort level with 'no' and the ability to pivot to a 'yes' through consultative selling and persistence.

Responsibilities

Act as a Consultant: Speak with business owners to assess goals, address questions, and present renewal options.
Drive the Dialer: Master a high-volume auto-dialer environment, maintaining the stamina to deliver high-quality pitches on the 100th call of the day as effectively as the 1st.
Salesforce Execution: Use Salesforce as a tactical weapon. Manage high-velocity lead queues, ensuring that every record is updated in real time to reflect the current funnel stage.
Collaborate: Work with internal teams to support timely and accurate funding outcomes, including Sales, Processing, Underwriting, Collections, and Accounting.
Act as a Mentor: Support and mentor more junior reps through daily processes and initiatives.
Performance Optimization: Constantly analyze your own performance data. If your conversion dips, diagnose the 'why' (e.g., call timing, script delivery, or lead source) and pivot immediately.
Beta Tech & Documentation: Pilot new tech (dialer enhancements, AI logging, etc.) and provide concise, actionable feedback.