Senior Customer Engagement Representative (Senior 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 – 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 & Do...