Customer Engagement Representative - PIF

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, 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 a Paid in Full (PIF) - Customer Engagement Representative you will be hands-on working to generate potential leads for the Renewal Sales team by engaging with our paid in full portfolio. You will be responsible for generating new business through outbound calls, emails, and other resources geared around re-engaging prior customers who have worked with Forward Financing in the past. You will report to our Manager of Customer Engagement - Paid in Full, with direct support from the Paid in Full Renewal sales team. 

In this role you will:

• Engage with prospective clients that are part of our paid-in-full portfolio to generate new business.

• Responsible for generating all new business for the Paid in Full Sales Team 

• Maintain, cultivate, increase deals and relationships into actual submissions.

• Reach or exceed your weekly targets, maintaining organized traceability of all your communications.

• Provide prompt and anticipated responses to our clients.

• Deploy strategies focused on providing world-class service to our clients, addressing their requests, needs, and problems until resolution.

• Monitor and provide actionable insights to management based on engagement metrics. 

• Partner alongside organizational leaders to proactively identify issues and creative solutions to support business needs. This may include conducting surveys and analyzing trends, engagement metrics/trends, and overall client feedback.

• Be the strongest brand ambassador of our Culture.

About You:

• Passionate: “Can-do-attitude.” Enthusiastic. Optimistic, open, and objective toward others.

• Proactive:  Self-starter, continually seeks additional responsibilities. Willingness to go the distance to get something done, including working long hours at times if needed.

• Emotional Intelligence: High degree of self-awareness. Handles interpersonal relationships judiciously and empathetically.

• Problem-solving skills: as a sales professional you will encounter challenges and objections so the ability to think critically and find creative solutions is essential.

• Aggressiveness: Moves quickly and takes a forceful stand without being overly abrasive. Persistent, demonstrates tenacity and willingness to go the distance to get something done.

• Negotiation Skills: Negotiating terms and closing deals require the ability to find common ground and reach mutually beneficial agreements.

• Adaptability: The sales landscape is constantly evolving, so adaptability is crucial for staying flexible and adjusting strategies to meet changing market conditions and customer needs.

• Resilience: Sales can be challenging, so resilience is vital for handling rejection, overcoming obstacles, and staying motivated during tough times.

• Communication Skills: Excellent verbal and written communication skills are crucial for conveying product information, negotiating deals, and building rapport with customers.

• Persuasion: The ability to persuade and influence potential customers is key to closing deals and driving sales. This involves highlighting the value proposition of the product or service.

• Coachable : Open to feedback and continual professional improvement.

Requirements:

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

• High school degree.

• 1 year+ of prior or current experience in sales or business development roles.

• 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.

• Previous work experience as a bilingual Sales Representative or a similar role.

• Strong interpersonal and communication skills; ability to work assertively with a team and transmit positive energy, ensuring very professional oral and written communication. 

• Experience with CRM software.

• Ability to build strong relationships with customers as its essential to grow long term success in sales.

• Problem solving oriented, to have the ability to find creative solutions and overcome possible objections, by crafting persuasive arguments during the negotiations

• Ability to focus on efficiently prospecting to drive conversions.

• Ability to handle matters of confidentiality with the most tact and diplomacy.

Forward Financing Core Values:

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

Forward Financing is a financial technology company based in Boston, Massachusetts with an operational hub in Santiago, Dominican Republic, 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. Forward offers revenue-based financing – delivering an upfront sum of working capital in exchange for a set amount of the business’s future revenue. 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 $3.5 billion in funding to more than 71,000 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.

Perks & Benefits:

At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package, including but not limited to: medical, dental, vision, and commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.

Workplace flexibility is a top priority at Forward too. Our Employee Choice policy means that almost all of our employees get to decide where they work. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team. 

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together! 

U.S. Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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