Customer Engagement Representative (Business Development 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.

About the role

We are seeking a 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.

Responsibilities

• 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. Manage high-velocity lead queues, ensuring 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: Support and mentor more junior reps through daily processes and initiatives.
• Performance Optimization: Constantly analyze your own performance data. Diagnose the "why" behind conversion dips (e.g., call timing, script delivery, or lead source) and pivot immediately.
• Beta Tech & Documentation: Pilot new tech (dialer enhancements, AI logging, etc.) and provide concise, actionable feedback.

Performance Expectations

• Activity Volume: Consistent daily attainment of outbound call volume, talk time, and multi-channel touchpoints (SMS/Email).
• Conversion Efficiency: Maintain 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.

Requirements

• Experience in a sales environment.
• 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: Preferred 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.

Pay

Annual Targeted Salary: $50,000 – $60,000 USD

Monthly Variable: Potential to earn an additional $1,600 USD per month in variable compensation, determined by achievement of performance metrics.

Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that compensation is competitive and equitable.

Benefits

• Medical, dental, and vision benefits.
• Commuter benefits.
• Flexible time-off policy.
• Paid parental leave.
• 401k match for US employees.
• Wellness reimbursement.
• Volunteering days.
• Annual professional development budget.
• Charitable donation match.

Forward is proud to be a remote-first company, keeping workplace flexibility a top priority. Employees are welcome to work from one of our premiere office locations to facilitate in-person collaboration. We focus on impact and contributions to the success of the company rather than where work is done.

About Us

Forward Financing is a fintech company on a mission to unlock the capital that fuels small businesses across America. 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.

Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more small businesses nationwide. By simplifying requirements, streamlining processes, and using advanced proprietary technology, Forward is often able to deliver approvals within hours and funds that same day. Customers receive personalized support from dedicated teams and award-winning service.

Our Culture: The Forward Compass

• Back the Builders: We are wired to fuel customer progress, not just provide support.
• Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.
• Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.
• Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.