Inbound ASD Customer Support Representative

About the role

Forward Financing is seeking an Inbound ASD Customer Support Representative to handle bilingual (English/Spanish) inquiries related to funding, balance inquiries, payoff information and general payment support. The role works closely with the Account Servicing Department and reports to the ASD Customer Support Manager, collaborating with teams in Boston and Santiago.

Key responsibilities

• Respond to inbound customer contacts in English and Spanish via phone, online chat, email and face‑to‑face interactions.
• Provide information on balances, payoff details, and general payment questions.
• Handle document processing, validation tasks and manage the general support inbox.
• Maintain high levels of customer satisfaction while meeting departmental KPIs and service level agreements.
• Adapt to fast‑paced changes, multitask effectively and uphold Forward Financing’s core values.

Required profile

• Advanced fluency in English and Spanish, both written and verbal.
• High school diploma or equivalent.
• Experience in customer service or support roles (preferred).
• Strong listening abilities and a customer‑focused mindset.
• Excellent written and verbal communication skills.

Required skills

What we offer

• A collaborative, results‑driven culture recognized as a Best Place to Work.
• Opportunities for one‑on‑one coaching and continuous development.
• Engagement with a fast‑growing fintech company supporting small businesses.