Senior Customer Engagement Representative (Senior Business Development Representative)
About The Position
Forward Financing is seeking a Senior Customer Engagement Representative to win back former clients with paid-in-full balances and re-engage them as customers. The role focuses on converting successfully graduated merchants into new funding opportunities through high-volume outreach, strategic follow-up, and accurate CRM execution. The representative consults with business owners about their goals, answers questions, and presents renewal options while meeting activity, conversion, and revenue targets. The representative works in a high-volume auto-dialer environment and manages lead queues in Salesforce, updating records in real time. The role also involves collaborating with Sales, Processing, Underwriting, Collections, and Accounting; mentoring junior representatives; analyzing personal performance data and adjusting tactics; and piloting new technology and providing actionable feedback. Success is measured through outbound activity, conversion efficiency, quota attainment, and timely follow-up on all assigned paid-in-full leads. Forward Financing is a remote-first company, with employees welcome to work from its office locations. The company offers a comprehensive total rewards package and emphasizes employee impact, customer experience, and a collaborative, performance-driven culture.
Requirements
- At least 1 year of experience in a sales environment.
- Competitive, metric-driven mindset and motivation to meet stretch goals.
- Comfort with high phone activity in a fast-paced environment.
- Strong time-management and organizational habits.
- Ability to request, review, and clearly communicate about financial documents.
- High comfort level with rejection and ability to persist and pivot through consultative selling.
Nice To Haves
- Experience updating deals daily in a CRM; Salesforce is preferred.
- Familiarity with an auto-dialer.
Responsibilities
- Consult with business owners to assess goals, answer questions, and present renewal options.
- Conduct high-volume outbound calling using an auto-dialer, maintaining effective pitches throughout the day.
- Manage high-velocity lead queues in Salesforce and update each record in real time to reflect its funnel stage.
- Collaborate with Sales, Processing, Underwriting, Collections, and Accounting to support timely and accurate funding outcomes.
- Support and mentor junior representatives through daily processes and initiatives.
- Analyze personal performance data, identify causes of conversion changes, and adjust tactics such as call timing, script delivery, or lead-source approach.
- Pilot new technologies, including dialer enhancements and AI logging, and provide concise, actionable feedback.
- Meet daily outbound call, talk-time, and SMS/email activity targets.
- Maintain high lead-to-opportunity and opportunity-to-funding conversion rates and meet monthly and quarterly revenue targets.
- Ensure all assigned paid-in-full leads are contacted within required service-level agreements.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Commuter benefits
- Flexible time-off policy
- Paid parental leave
- 401(k) match for U.S. employees
- Wellness reimbursement
- Volunteering days
- Annual professional development budget
- Charitable donation match
- Potential to earn up to an additional $2,000 per month in variable compensation based on performance metrics
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
