Operations Services Expert

Forward Financing has been recognized as one of the fastest-growing FinTech companies in Boston for the past five years, as recognized by Boston Business Journal, Inc. Magazine, and Deloitte Fast 500. We help small businesses spend less time finding capital and more time helping their customers and managing their businesses. Our mission is to create a world-class FinTech company so that our customers and our people can reach their full potential. We accomplish this by investing in our people, technology, and customer experience – with long-term success in mind.

Our Dominican Republic operations play a critical role in our ability to provide best-in-class service to our partners and merchant clients by efficiently processing funding applications we receive, and providing a multitask level of internal and external services to our data driven organization. We expect to continue to grow our operations in the Dominican Republic, and with your help, we expect to continue to invest in the region and increase the value that the Dominican Republic provides.

As an Operations Services Expert, you will support both internal and external customers. Working collaboratively across the organization to assist with inbound and outbound call activities to existing and prospective customers as well as business partners.

You will report to the Operations Services Manager I and you will collaborate with others departments both in our Santiago and Boston office, providing gold standard support.

In this role you will:

• 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 operations services.
• Keep conversations through the phone with the customer  ensuring excellent customer service.
• Handle Inbound calls to Forward Financing’s mainline and to direct these to all designated departments, channels, or partners within Forward Financing and providing service via our chat tool.
• 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, online, in writing, and face-to-face with internal and external customers.
• Meet and exceed departmental key performance indicators and service level agreements.

About You:

• Passionate : “Can-do-attitude.” Enthusiastic. Optimistic, open, and objective toward others.
• Empathetic :  Understand and share the feelings of others. Handle interpersonal relationships with respect and maximum professionalism.
• Collaborative : Strong “people orientation.” Can disagree without being abrasive or intimidating.
• Communicator : Comfortable communicating and networking. Speaks and writes clearly and articulately without being overly verbose or talkative and possesses an openness to people and a willingness to hear what others are saying.
• Attention to detail : Process detailed information effectively and consistently. Quality orientation.
• Coachable : Open to feedback and continual professional improvement.
• Competitive : Strong desire to win both as an individual and as a team. Demonstrate tenacity, boldness, assertiveness in demanding jobs/situations.

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, 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.