ASD Inbound Support Representative

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified

Forward Financing, a Boston-based financial technology company with an operational hub in the Dominican Republic, is seeking an Inbound ASD Support Representative. The company's mission is to unlock capital for small businesses across America and has been recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®. This role involves providing customer service for general funding inquiries and supporting the Account Servicing Department, working collaboratively to drive customer satisfaction and efficiency. The position reports to the ASD Support Manager, with collaboration across Santiago and Boston offices.

Responsibilities

• Handle inbound customer contacts requiring advanced English and Spanish fluency (verbal & written), including balance inquiries, payoff information, and general payment support.
• Be part of a high-performing, collaborative, supportive, customer, and results-driven culture.
• Interact comfortably via phone, online, in writing, and face-to-face with internal and external customers.
• Handle additional tasks such as document handling, validation, and managing the general inbox.
• Adapt to changes in a fast-paced, innovative environment and enjoy multitasking.
• Maintain a positive and energized approach reflecting Forward Financing’s core values and guiding principles.
• Participate in hands-on, 1:1 coaching for continuous development.
• Meet and exceed departmental key performance indicators and service level agreements.

About You

• Passionate: Possess a "can-do" attitude, enthusiasm, and an optimistic, open, and objective approach to others.
• Empathetic: Understand and share the feelings of others, handling interpersonal relationships with respect and professionalism.
• Collaborative: Demonstrate a strong "people orientation" and the ability to disagree constructively.
• Communicator: Comfortable communicating and networking, speaking and writing clearly and articulately, and being open to others' perspectives.
• Attention to Detail: Effectively and consistently process detailed information with a quality orientation.
• Coachable: Open to feedback and continuous professional improvement.
• Competitive: Possess a strong desire to win individually and as a team, showing tenacity, boldness, and assertiveness.

Requirements

• Advanced English fluency.
• High school degree.
• Experience in service and customer support roles (Nice to have).
• Customer-focused, service-oriented, and a relationship builder.
• Good listening skills with the ability to understand others' perspectives.
• Excellent written and verbal communication skills; comfortable communicating and networking.

Forward Financing Core Values

• Drive the Mission: Believe in financial opportunity for underserved small businesses and say "yes" when others say "no."
• Keep It Real: Value direct communication, candid feedback, and authenticity.
• Act with Kindness: Create an environment where caring and helping are the norm; do the right thing.
• Shoot for Extraordinary: Be inspired by innovative thinking and continuous improvement; 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. The company's mission is to unlock the capital that fuels small businesses across America.