Client Services Expert

Employment Type: Full-Time Location Type: Remote Salary: Not specified

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Position Overview

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, dedicated to unlocking capital for small businesses across America. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is committed to investing in its employees, technology, and customer experience for long-term success.

As a Client Services Expert, you will provide comprehensive support to both internal and external customers. This role involves collaborative efforts across the organization to manage inbound and outbound calls, emails, and chat interactions with existing and prospective customers, as well as business partners. You will report to the Operations Services Manager I and work closely with departments in both our Santiago and Boston offices, delivering gold-standard support.

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Responsibilities

• Be a part of a high-performing culture that is collaborative, supportive, customer- and results-driven.
• Achieve and maintain SLA targets for operations services.
• Maintain excellent customer service through phone conversations.
• Handle inbound and outbound communications to Forward Financing's mainline and direct them to appropriate departments, channels, or partners.
• Provide service via our chat tool.
• Go above and beyond by participating in continuous improvement initiatives.
• Adapt gracefully to changes in a fast-paced, innovative environment, enjoying multitasking.
• Maintain a positive and energized approach in all customer and partner interactions, reflecting Forward Financing's core values and guiding principles.
• Engage in hands-on, 1:1 coaching for continuous development.
• Comfortably interact via phone, online, in writing, and face-to-face with internal and external customers.
• Meet and exceed departmental key performance indicators and service level agreements.

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About You

• Passionate: Possess a "can-do" attitude, enthusiasm, and an optimistic, open, and objective approach towards others.
• Empathetic: Understand and share the feelings of others; handle interpersonal relationships with respect and maximum professionalism.
• Collaborative: Have a strong "people orientation" and can disagree constructively.
• Communicator: Comfortable communicating and networking, speaking and writing clearly and articulately. Possess openness to others and a willingness to listen.
• Attention to Detail: Effectively and consistently process detailed information with a quality orientation.
• Coachable: Open to feedback and committed to continual professional improvement.
• Competitive: Have a strong desire to win individually and as a team, demonstrating tenacity, boldness, and assertiveness.

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Requirements

(Even if you don’t check every box, but see yourself contributing, please apply.)

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

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Forward Financing Core Values

• Drive the Mission: Believe in financial opportunity for underserved small businesses; say "yes" when others say "no."
• Keep It Real: Value direct communication, candid feedback, and authenticity; be an open book.
• Act with Kindness: Create an environment where caring is cool and helping is the norm; do the right thing.
• Shoot for Extraordinary: Be inspired by innovative thinking and continuous improvement; never settle for yesterday's best.

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About Us

Forward Financing is a financial technology company based in Boston, Massachusetts, with an operational hub in Santiago, Dominican Republic.