Customer Support, Expert I - Bank Pairing Support

About the role

Forward Financing, a financial technology company based in Boston with teams in the United States, Dominican Republic and Canada, is looking for an Expert I in Bank Pairing Support in Santiago. You will handle customers who have trouble connecting their bank accounts to the company's streaming system, guiding them through banking access by phone and ensuring quality and compliance. The role reports to the Operations Services Manager of the Dominican Republic Operations and works closely with the Closing Manager, Sales Representatives, Underwriters, Quality and Process Improvement teams.

The position is on-site at the Santiago office, Monday to Friday, 9am-6pm EST.

Key responsibilities

• Complete troubleshooting steps to assist the customer.
• Route deals through alternative submission paths.
• Validate the accuracy of financial information against the established criteria.
• Maintain phone conversations with customers, ensuring excellent service.
• Keep quality performance high.
• Handle sensitive information in line with company criteria, document and escalate cases.

Required profile

• High school degree.
• Experience in service and customer support roles (nice to have).
• Excellent English fluency.
• Client-focused, service-oriented, team player with good listening skills.
• Strong discretion and professionalism.

Required skills

• Excellent written and verbal communication.
• Proficiency with calculation sheets and email software is desirable but not required.