Customer Service Specialist
Forward Financing has been one of the fastest-growing fintech companies in Boston for the past three years, as recognized by Boston Business Journal, Inc. Magazine, and Deloitte Fast 500. We help small businesses spend less time finding capital and more time helping their customers and growing their businesses. Our mission is to create a world-class fintech company so that our customers and our people can reach their full potential. We accomplish this by investing in our people, technology, and customer experience – with long-term success in mind. Forward Financing strives to promote diversity, equity, and inclusion in all we do.
As a Customer Service Specialist you will be the first point of contact for customers needing assistance with their accounts. You will perform multiple functions in an effort to communicate with customers and assist the Account Servicing team. Your responsibilities include directing inbound phone and email inquiries, answering basic questions from customers, outbound calling, and other administrative tasks that the department requires. Your role is vital to the customer experience at Forward Financing and must be performed professionally, accurately and efficiently.
In this role you will:
- Be the initial point of contact for customers needing help from the Account Servicing Department (ASD).
- Handle initial communications with the customer in order to put them in contact with the appropriate Account Servicing Department representative. This includes:
- Obtaining identifying account information from the customer.
- Directing inbound calls from customers to the appropriate Account Specialist.
- Directing inbound email inquiries to the appropriate Account Specialist.
- Contacting the customer via phone call, email, and/or text message and transferring successful outbound calls to the appropriate Account Specialist.
- Respond to certain basic inquiries from customers such as providing account balances or wiring information.
- Verify bankruptcies and business closures. Contact law firms to verify the filing status of unverified bankruptcies. Conduct research and collect documents related to business closures.
- Provide superior customer service in every interaction.
- Document all tasks and customer conversations accurately and thoroughly.
- Maintain quality assurance scores of no less than a 4 (on a scale of 1 to 5) on both verbal and written communications and documentation.
- Provide other administrative support to the Account Servicing Department as requested.
Requirements:
- Excellent verbal and written communication skills.
- Attention to detail and accuracy in communication and documentation.
- Reliability – Consistent in attendance, punctuality, and meeting deadlines.
- Eager to learn – Displays a strong desire to continuously improve and learn.
- Flexibility/Adaptability – Adjusts quickly to changing conditions; Calm under pressure.
- Handle interruptions and constantly changing priorities effectively and with grace.
- Some administrative or customer service experience required.
- Associates or Bachelor’s degree preferred but not required.
Forward Financing Core Values:
- People First – We build relationships and genuinely care about each other.
- We Before Me – We prioritize team success over individual success.
- Be Candid – We are authentic, transparent, and direct.
- Do the Right Thing – We act with integrity and we don’t cut corners.
- Relentless Improvement – We push ourselves, never settling for the best we did yesterday.
- Be Positive – We are optimistic and assume positive intent.
About Us:
Forward Financing is a Boston-based fintech company that provides fast, flexible, and reliable capital to small businesses nationwide. With a simple online application, business owners can trust that Forward Financing works to get them approvals within minutes, funding within hours, and personalized support when they need it most.
Since 2012, Forward Financing has provided over $1 billion in financing to more than 26,000 small businesses. Consistently recognized as an industry leader, the company is A+ rated by the Better Business Bureau and receives top ratings across all major customer review platforms. Forward Financing has been consistently named by Boston Business Journal and Built in Boston as one of the best places to work in Massachusetts.
Forward Financing actively promotes a focus on diversity, equity, and inclusion in all we do. We are committed to creating a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. By embracing diversity of thought, background, and identity, we will continue to become a stronger team and a better organization.
We are a diverse and driven group of over 100 people, located in the heart of Boston’s Financial District. Our employees come to work knowing they are helping thousands of small businesses while advancing their own careers. If this sounds like something you’d like to be a part of, learn more at www.forwardfinancing.com.
Perks & Benefits:
At Forward Financing, we believe that if our company succeeds, all of our employees succeed too. We offer a comprehensive benefits package including but not limited to; medical, dental, vision, and commuter benefits along with a flexible time-off policy, 401k match, gym reimbursement, paid volunteering days, annual professional development budget, and charitable donation match.
When we aren’t busy with a Zoom meeting, supporting our customers, or working on a project, you can likely find us taking part in a scavenger hunt, getting overly competitive in a trivia game, or celebrating our team wins together!
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