Full-Time Client Services Associate

Forward Financing is a Boston-based financial technology company, providing fast, flexible working capital to US small businesses. We're a Great Place to Work® and a Best Place to Work by the Boston Business Journal and Built In Boston.

As a Client Services Associate, you'll support our Account Services, Sales, and Underwriting teams by:

1. Handling inbound and outbound calls to existing and prospective customers and business partners.
2. Achieving and maintaining service level agreements (SLAs).
3. Handling outbound calls to merchants in the final stage of the funding process.
4. Handling inbound and outbound calls to Forward Financing’s mainline, directing calls to appropriate departments.
5. Using our chat tool to provide support.
6. Taking on continuous improvement initiatives.
7. Managing changes in a fast-paced environment.
8. Maintaining a positive and energized approach when interacting with customers and partners.
9. Participating in 1:1 coaching sessions for continuous development.
10. Communicating effectively via phone, online, in writing, and face-to-face.
11. Meeting and exceeding departmental KPIs and SLAs.

About You:

• Passionate and enthusiastic
• Empathetic and collaborative
• Excellent communicator
• Attention to detail
• Coachable and competitive

Requirements:

• Advanced English fluency
• High school degree
• Experience in service and customer support (preferred)
• Client-focused and service-oriented (preferred)
• Strong listening skills
• Excellent written and verbal communication skills

Forward Financing Core Values:

• Drive the Mission: Financial opportunity for underserved small businesses.
• Keep It Real: Direct communication, candid feedback, and authenticity.
• Act With Kindness: Caring environment, helping others.
• Shoot for Extraordinary: Innovative thinking, continuous improvement.

Skills Needed:
Customer Service, Communication, Collaboration, Problem-Solving, Time Management

What is the last date for applying to the job?

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