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