Operations Services Expert - Mainline

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, 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 an Operations Services Expert, you will support both internal and external customers. Working collaboratively across the organization to assist with inbound and outbound call activities, email, and chat to existing and prospective customers as well as business partners.

You will report to the Operations Services Manager I and you will collaborate with others departments both in our Santiago and Boston office, providing gold standard support.

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 operations services.

• Keep conversations through the phone with the customer ensuring excellent customer service.

• Handle inbound and outbound communications to Forward Financing’s mainline and to direct these to all designated departments, channels, or partners within Forward Financing and providing service via our chat tool.

• 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, online, in writing, and face-to-face with internal and external customers.

• Meet and exceed departmental key performance indicators and service level agreements.

About You:

• Passionate : “Can-do-attitude.” Enthusiastic. Optimistic, open, and objective toward others.

• Empathetic :  Understand and share the feelings of others. Handle interpersonal relationships with respect and maximum professionalism.

• Collaborative : Strong “people orientation.” Can disagree without being abrasive or intimidating.

• Communicator : Comfortable communicating and networking. Speaks and writes clearly and articulately without being overly verbose or talkative and possesses an openness to people and a willingness to hear what others are saying.

• Attention to detail : Process detailed information effectively and consistently. Quality orientation.

• Coachable : Open to feedback and continual professional improvement.

• Competitive : Strong desire to win both as an individual and as a team. Demonstrate tenacity, boldness, assertiveness in demanding jobs/situations.

Requirements:

(Even if you don’t check every box, but see yourself contributing, please apply.)

• Advanced English fluency.

• High school degree.

• Experience in service and customer support roles. (Nice to have)

• 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.

Forward Financing Core Values:

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

Forward Financing is a financial technology company based in Boston, Massachusetts with an operational hub in Santiago, Dominican Republic, on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. Forward offers revenue-based financing – delivering an upfront sum of working capital in exchange for a set amount of the business’s future revenue. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $3.5 billion in funding to more than 71,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

Perks & Benefits:

At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package, including but not limited to: medical, dental, vision, and commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Workplace flexibility is a top priority at Forward too. Our Employee Choice policy means that almost all of our employees get to decide where they work. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team. 

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together! 

U.S. Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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