Customer Service Specialist

| Greater Boston Area
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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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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • RubyLanguages
    • ElixirLanguages
    • Ruby on RailsFrameworks
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • TableauAnalytics
    • FigmaDesign
    • IllustratorDesign
    • InVisionDesign
    • MiroDesign
    • PhotoshopDesign
    • SketchDesign
    • UXPinDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • SlackCollaboration
    • ZoomCollaboration
    • LatticeCollaboration
    • Google MeetCollaboration
    • Monday.comProject Management

Location

Located in the financial district, we’re walking distance to the North End and Faneuil Hall and we’re close to all major T and commuter rail lines.

An Insider's view of Forward Financing

How would you describe the company’s work-life balance?

The work/life balance at Forward Financing is excellent. My projects are challenging, engaging, and require hard work. I am fulfilled knowing the work I do is helping small businesses. I also consider myself lucky that I have the flexibility to manage my time and schedule as needed while raising a family.

Lauren

Senior Product Manager

What is your vision for the company?

We are building a world class fintech company to help one million small businesses achieve their full potential. We are doing this by creating a place where our employees love to work and value both personal and professional growth.

Justin

Co-founder and CEO

What are Forward Financing Perks + Benefits

Forward Financing Benefits Overview

We’re building a place where our people want to run to work every day. It’s not just the great perks and benefits. It’s our people, our purpose, and our passion for what we do that makes Forward Financing unlike anywhere else you’ve worked. But the perks certainly help!

1. Fun-loving culture. We can promise you one thing: you won’t be bored here. You can look forward to building connections with colleagues, participating in team-building events, and feeling a sense of purpose knowing that your work directly impacts thousands of hardworking small businesses.

2. We've got you covered. In addition to comprehensive medical, dental, and vision plans, we make sure you feel your best with a monthly stipend that can be used towards wellness, commuting, or home-office expenses.

3. Work / Life Balance. You've got generous paid time off (that we actually want you to take!) and paid parental leave. And, we don't expect you to be connected 24/7. We know you have a life outside of Forward, and we respect boundaries.

4. Competitive Compensation. Our people work hard, and we make sure they feel appreciated with competitive compensation packages and 401K contribution matching.

5. Learning & Development. This is a place to grow your career. Think individual coaching and development, team training workshops, and an annual allowance towards professional growth.

6. Paying it Forward. We’re not just passionate about supporting our small business customers, but also the world around us. We offer paid volunteer days, company-sponsored volunteer events, and charitable donation matching.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
We use an AI-enabled platform that analyzes all job descriptions to ensure they reduce bias and are inclusive of all candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
Forward Financing's 401(k) retirement plan offers a broad selection of stocks, bonds, and international index funds to choose from.
401(K) matching
Performance bonus
Forward Financing's performance bonus includes cash rewards and prizes which may vary across departments based on targets and pay structure.
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

While we now have team members across the U.S., our culture is still fun-loving and collaborative. We’re always thinking about ways we can engage our dispersed workforce both in-person and virtually. From virtual game nights to small group lunches, we have found ways to keep our team engaged and excited.

For team members who want to come into our downtown Boston office, we have Zoom-equipped conference rooms and host monthly happy hours. And, the kitchen is always stocked with snacks and beverages!

Communication from our leadership team is also a top priority. With bi-weekly all-team huddles for company and department updates, to semi-annual Town Hall meetings for a deeper dive, we value transparency and always Keep It Real.

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