Senior Customer Engagement Representative

Senior Customer Engagement 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 with long-term success in mind every step of the way. We are seeking a Senior 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. In This Role You Will: 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. You will be expected to manage high-velocity lead queues, ensuring that 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: Ability to support and mentor more junior reps through daily processes and initiatives. Performance Optimization: Constantly analyze your own performance data. If your conversion dips, you are expected to diagnose the "why" (e.g., call timing, script delivery, or lead source) and pivot immediately. Beta Tech & Documentation: As a Senior rep, you will pilot new tech (dialer enhancements, AI logging, etc.) and provide concise, actionable feedback. Your success is measured by hard data. We expect the following: Activity Volume: Consistent daily attainment of outbound call volume, talk time, and multi-channel touchpoints (SMS/Email). Conversion Efficiency: Maintaining 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. Role Requirements: The Experience: 2+ years in a high volume, short cycle transactional sales environment in a regulated industry 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: 2+ years 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. Compensation: Annual Targeted Salary: $50,000 $60,000 USD Monthly Variable: You have the potential to earn an additional $2,000 USD per month in variable compensation. The final payout of variable compensation is determined by achievement of performance metrics. At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture. 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 our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role. Total Rewards: Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match. Forward is proud to be a remote-first