Senior Customer Engagement Representative (Senior Business Development Representative)

About the role

The Senior Customer Engagement Representative plays a crucial role in re-engaging previously successful merchants with Forward Financing. This position requires a high volume of calls, strategic follow-up, and technical precision to convert "Paid In Full" balances into new funding opportunities.

Responsibilities

• Speak with business owners to assess goals, address questions, and present renewal options
• Master a high-volume auto-dialer environment, maintaining stamina and delivering high-quality pitches
• Use Salesforce as a tactical tool to manage high-velocity lead queues and ensure real-time updates
• Collaborate with internal teams to support timely and accurate funding outcomes
• Act as a mentor to more junior representatives
• Analyze performance data and adjust strategies based on conversion rates
• Pilot new technologies and provide feedback to improve processes

Requirements

• 2+ years in a high volume, short cycle transactional sales environment in a regulated industry
• Competitive mindset with a focus on metrics and conversion efficiency
• 2+ years experience updating deals daily in a CRM (Salesforce preferred)
• Comfort with high phone activity and auto-dialer environments
• Strong organizational and time management skills
• Ability to handle "no" responses and pivot to "yes" through consultative selling and persistence

Qualifications

• High school diploma or equivalent
• Valid driver’s license and reliable transportation

Skills

• Excellent verbal and written communication skills
• Ability to build rapport and trust with business owners
• Technical proficiency with Salesforce and other CRM tools
• Strong problem-solving and analytical skills
• Ability to work independently and under pressure

Benefits

• Annual targeted salary range: $50,000 - $60,000 USD
• Monthly variable compensation up to $2,000 USD based on performance metrics
• Comprehensive total rewards package including medical, dental, vision, commuter benefits, flexible time off, paid parental leave, 401k match, wellness reimbursement, volunteering days, and professional development budget
• Remote-first work environment with the option to work from one of our office locations

Pay

Annual targeted salary range: $50,000 - $60,000 USD

Schedule

Flexible schedule to accommodate remote work

Company Overview

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.

Our Core Values

• Drive the Mission: Financial opportunity for underserved small businesses
• Keep It Real: Direct communication, candid feedback, and authenticity
• Act With Kindness: Caring is cool, helping is the norm
• Shoot for Extraordinary: Innovative thinking and continuous improvement

Equal Opportunity Employer

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. We are dedicated to empowering both our team and the customers we serve, helping them succeed and thrive.