Customer Support

Forward Financing is a financial technology company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels 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 investing in its employees, technology, and customer experience – with long-term success in mind every step of the way.

As an Expert I, Bank Pairing Support you will conduct phone conversations with customers to provide troubleshooting assistance, guide them through banking access, and ensure excellent customer service. You will handle customers that are having issues connecting their bank accounts to our streaming system. This role requires strong communication skills with both the customer and cross-functionally, while ensuring quality and compliance standards are met.

If you want to join a company and make a direct impact on the operations with the highest quality, this job is for you!

You will report to the Operations Services Manager of the Dominican Republic Operations and will collaborate frequently with Closing Manager, Sales Representatives, Underwriters, Quality and Process Improvement positions across the organization.

This role requires you to be on site at our Santiago Office Monday through Friday, with the working hours of 10am-7pm EST.

In this role, you will:

• Complete troubleshooting steps to assist the customer.

• Route deals through alternative submission paths

• Validate the veracity of the financial information according to the established criteria.

• Keep conversations through the phone with the customer ensuring excellent customer service.

• Maintain an optimal quality performance.

• Work with sensitive information assuring that it complies with the criteria defined by the company, document and escalating cases.

Requirements:

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

• High school degree.

• Experience in service and customer support roles. (Nice to have)

• Client-focused, service-oriented, relationship builder.

• Team player and works well with others.

• Good listening skills with the ability to see situations from the perspective of others.

• Excellent written and verbal communication skills; comfortable communicating and networking.

• Excellent English fluency.

• Proficiency with calculation sheets and email software- not required but desirable.

• A strong sense of discretion and professionalism is a must.

   

Our Culture: The Forward Compass
The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.

• Back the Builders: We are wired to fuel customer progress, not just provide support.

• Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.

• Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.

• Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.

About Us
Forward Financing is a fintech company based in Boston, Massachusetts with team members throughout the United States, Dominican Republic, and Canada. The company is on a mission to unlock the capital that fuels small businesses across America. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $5+ billion in funding to more than 100,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

Equal Opportunity Employment Information
It is the policy of Forward Financing to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. We welcome and encourage applications from people with disabilities. Please let us know should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, we use AI tools to assist with candidate screening and assessment.