Inbound ASD Customer Support Representative

As an Inbound ASD Customer Support Representative, you will provide customer service to those with general questions regarding their funding, while supporting Forward Financing’s award-winning Account Servicing Department. You will report to the ASD Customer Support Manager and collaborate with departments in both Santiago and Boston offices, delivering gold-standard support.

Key Responsibilities:

• Handle inbound customer contacts requiring advanced English & Spanish fluency, both verbal and written. Contacts may involve balance inquiries, payoff information, and general payment support.
• Contribute to a high-performing, collaborative, and customer-driven culture that prioritizes results.
• Engage comfortably via phone, online, written communication, and face-to-face interactions with both internal and external customers.
• Perform additional tasks such as document handling, validation, and managing the general inbox.
• Adapt gracefully to changes in a fast-paced environment, multitasking within an innovative setting.
• Maintain a positive and energetic approach when interacting with customers and partners, reflecting Forward Financing’s core values.
• Receive hands-on, 1:1 coaching as part of continuous professional development.
• Meet and exceed departmental key performance indicators (KPIs) and service level agreements (SLAs).

Requirements:

(Even if you don’t meet every requirement, if you see yourself contributing, please apply.)

• Advanced English fluency required.
• High school degree or equivalent.
• Experience in service and customer support roles (nice to have).
• Customer-focused, service-oriented, and skilled in building relationships.
• Strong listening skills with the ability to empathize and understand customer perspectives.
• Excellent written and verbal communication skills; comfortable networking and communicating.

Our Culture: The Forward Compass

The Forward Compass guides how we lead, collaborate, and work together daily:

• Back the Builders: Fuel customer progress, not just provide support.
• Rooted in People: Balance deep connection with extreme ownership and honesty.
• Flying V: Move with coordinated effort, speed, and urgency to achieve collective goals.
• Always Forward, Never Finished: Pursue growth relentlessly to stay ahead of the competition.