Senior Customer Engagement Representative

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. We are seeking a Senior Customer Engagement Representative who is focused on winning back previous clients with a paid in full balance and re-engaging them as clients. We are looking for a "Top 1%" performer who is motivated by metrics and obsessed with conversion. You will be responsible for re-engaging our successfully graduated merchants, turning "Paid In Full" status into new funding opportunities through sheer volume, strategic follow-up, and technical precision. IN THIS ROLE YOU WILL: - Act as a Consultant: Speak with business owners to assess goals, address questions, and present renewal options - Drive the Dialer: Master a high-volume auto-dialer environment, maintaining the stamina to deliver high-quality pitches on the 100th call of the day as effectively as the 1st. - Salesforce Execution: Use Salesforce as a tactical weapon. You will be expected to manage high-velocity lead queues, ensuring that every record is updated in real time to reflect the current funnel stage. - Collaborate: Work with internal teams to support timely and accurate funding outcomes, including Sales, Processing, Underwriting, Collections, and Accounting. - Act as a Mentor: Ability to support and mentor more junior reps through daily processes and initiatives. - Performance Optimization: Constantly analyze your own performance data. If your conversion dips, you are expected to diagnose the "why" (e.g., call timing, script delivery, or lead source) and pivot immediately. - Beta Tech & Documentation: As a Senior rep, you will pilot new tech (dialer enhancements, AI logging, etc.) and provide concise, actionable feedback. Your success is measured by hard data. We expect the following: - Activity Volume: Consistent daily attainment of outbound call volume, talk time, and multi-channel touchpoints (SMS/Email). - Conversion Efficiency: Maintaining a high lead-to-opportunity and opportunity-to-funding percentage. - Quota Attainment: Monthly and quarterly revenue targets are treated as a floor, not a ceiling. - Funnel Management: Zero "leaks" in the pipeline; 100% of assigned PIF leads must be touched within strict SLAs. ROLE REQUIREMENTS: - The Experience: 2+ years in a high volume, short cycle transactional sales environment in a regulated industry - The Mindset: You are competitive and metric-driven. You enjoy seeing your name at the top of the leaderboard and are motivated by hitting stretch goals. - Technical Command: 2+ years experience updating deals daily in a CRM (Salesforce preferred) - Comfort with hustle metrics: Comfortable with high phone activity in a fast-paced environment, familiarity with auto-dialer, strong time management, strong organization habits, Able to request, review, and communicate clearly about financial documents - Resilience: High comfort level with "no" and the ability to pivot to a "yes" through consultative selling and persistence. Total Rewards: Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, 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. Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. 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. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations. 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! 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 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 $4.8 billion in funding to more than 92,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com http://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. US 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. California Employee Privacy Policy https://www.forwardfinancing.com/california-employee-privacy-policy/