Bilingual Customer Support Expert

Forward Financing is a financial technology company based in Boston, Massachusetts, dedicated to unlocking capital for small businesses across America. As a Bilingual Customer Support Expert, you will support various teams by assisting with inbound and outbound calls, ensuring customer satisfaction and operational efficiency. Responsibilities Be part of a high performing culture that is both collaborative + supportive, customer and results-driven, where people love to come to work Achieve and maintain our SLA targets on operation services queues Handle outbound calls to customers as the final stage of the funding process to verify all requirements are complete and verbally review key contract terms Handle Inbound calls to Forward Financing’s mainline and direct these to designated departments, channels, or partners within Forward Financing Assist with verifying customers Month to Date (MTD) transactions as required Provide service via our chat tool or ticketing system Go above and beyond, taking upon continuous improvement initiatives Graciously deal with changes in a fast-paced environment, enjoying multitasking within an innovative environment Carry a positive and energized approach when interacting with customers and partners in a way that reflects Forward Financing’s core values and guiding principles Enjoy hands-on, 1:1 coaching as part of continuous development Comfortably interact via phone, in writing (chat & email), and face-to-face with internal and external customers Meet and exceed departmental key performance indicators and service level agreements Skills Bilingual in English and Spanish High school degree Client-focused, service-oriented, relationship builder Good listening skills with the ability to see situations from the perspective of others Excellent written and verbal communication skills; comfortable communicating and networking Experience in service and customer support roles preferred Benefits Medical Dental Vision Commuter benefits A flexible time-off policy Paid parental leave 401k match for US employees Wellness reimbursement Volunteering days Annual professional development budget Charitable donation match Company Overview Forward Financing is a fintech company that provides fast, flexible working capital to small businesses nationwide. It was founded in 2012, and is headquartered in Boston, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is