Inbound Customer Support Representative (English & Spanish)

About the role

Forward Financing, a financial technology company based in Boston, Massachusetts, is hiring an Inbound ASD Customer Support Representative. You will handle general customer questions about funding and support the Account Servicing Department, working with colleagues in the Santiago and Boston offices. The role reports to the ASD Customer Support Manager.

Key responsibilities

• Handle inbound customer contacts requiring advanced English and Spanish fluency, both verbal and written, covering balance inquiries, payoff information and general payment support.
• Communicate with internal and external customers by phone, online, in writing and face to face.
• Handle additional tasks such as document handling, validation and the general inbox.
• Meet and exceed departmental key performance indicators and service level agreements.
• Work in a fast-paced environment, multitasking and dealing with change positively.

Required profile

• Advanced English fluency.
• High school degree.
• Experience in service and customer support roles (nice to have).
• Customer-focused, good listening skills and excellent written and verbal communication.
• Flexibility to work 11am-8pm EST.