Account Specialist
Forward Financing has been recognized as one of the fastest-growing FinTech companies in Boston for the past five 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 managing 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.
As an Account Specialist you will provide relationship driven customer service to our small and medium-sized business customers. As a member of our Account Servicing Department (ASD), you will use your communication and problem-solving skills to help customers resolve account and payment issues. You will play an integral role in the revenue life-cycle of Forward Financing and help strengthen our customer relationships.
In this role you will:
- Wow the customer with timely, helpful and accurate customer service that reflects Forward Financing’s core values.
- Engage and support customers experiencing decreased revenues with compassion.
- Use empathy and judgment to understand what the customer’s business is going through, how it has affected their revenues, and develop a plan to work through it.
- Use your attention to detail to fully and accurately document the status of the account and next steps.
- Maintain continuous follow through using a variety of contact methods to reach out to customers who may not be responsive.
- Collaborate as needed with other internal teams including sales, renewals, underwriting and legal.
- Identify issues, opportunities and trends that affect your and the company’s ability to succeed and bring them to the attention of your manager.
Requirements: (Even if you don’t check every box, but see yourself contributing, please apply.)
- Bachelor’s Degree preferred or equivalent work experience.
- 1+ years of professional experience.
- Self-motivated individual who can learn quickly.
- Team player who asks questions and takes the initiative to suggest improvements on current processes and systems.
- Good listening skills with the ability to see situations from the perspective of others.
- Ability to solicit, receive and implement feedback with the goal of relentless improvement.
Forward Financing Core Values:
- People First – We build relationships and support each other.
- We Before Me – We prioritize team success over individual success.
- Be Candid – We are authentic, honest, and direct.
- Do the Right Thing – We act with integrity, and we don’t cut corners.
- Continuous 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. Since 2012, Forward Financing has provided over $1.1 billion in financing to more than 27,000 small businesses. Forward Financing has been consistently named by the 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 encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. By accepting 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 exciting to you, learn more about our leadership team and our open opportunities.
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, wellness reimbursement, paid volunteering days, annual professional development budget, and charitable donation match.
When we aren’t on a Zoom meeting, supporting our customers, or working on a project, you can likely find us taking part in a scavenger hunt, a virtual trivia game, or celebrating team wins together!
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