Customer Support Representative

This is a fully remote position, open to applicants in Dominican Republic.

📋 Description

• Manage incoming customer inquiries related to funding, balance questions, payoff details, and general payment assistance.

• Provide support to the Account Servicing Department.

• Work collaboratively across the organization to enhance customer satisfaction and operational efficiency.

• Report directly to the ASD Customer Support Manager.

• Coordinate with teams in the Santiago and Boston offices.

• Engage with both internal and external customers via phone, online, written communication, and face-to-face interactions.

• Oversee document processing, validation, and maintain the general inbox.

• Exhibit multitasking abilities and adaptability in a dynamic, innovative environment.

• Uphold Forward Financing's core values and guiding principles during customer and partner interactions.

• Achieve and surpass departmental key performance indicators and service level agreements.

⛳️ Requirements

• Proficient in English at an advanced level.

• Possess a high school diploma.

• Experience in service and customer support roles is a plus.

• Proficient in both English and Spanish at an advanced level, both verbally and in writing.

• Excellent communication skills, both written and verbal.

• Strong listening abilities and the capacity to understand situations from different perspectives.

• Customer-oriented and service-centric mindset.

• Comfortable in communication and networking scenarios.

• Flexible availability to work from 11 AM to 8 PM EST.

• Legally authorized to work in the Dominican Republic.

• Must indicate if employment visa sponsorship is necessary.

🏝️ Benefits

• Personalized, one-on-one coaching as part of ongoing development.

• A collaborative and supportive high-performing culture.

• A customer- and results-oriented work environment.

• Equal opportunity employment and accommodations for disabilities.

• AI-assisted streamlined and equitable hiring process.