Note: The job is a remote job and is open to candidates in USA. Forward Financing is a financial technology company focused on providing capital to small businesses across America. The Customer Engagement Representative is responsible for re-engaging successfully graduated merchants, creating new funding opportunities, managing high-volume outreach and Salesforce records, collaborating with internal teams, and optimizing conversion performance.
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. 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
- 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
Skills
- • 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
- • 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
- • Technical Command: Preferred experience updating deals daily in a CRM (Salesforce preferred)
Benefits
- You have the potential to earn an additional $1,600 USD per month in variable compensation. The final payout of variable compensation is determined by achievement of performance metrics.
- 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
- Charitable donation match
- Remote-first work arrangement with workplace flexibility
- Employees are welcome to work from one of our premiere office locations
- Virtual and in-person ways to get to know colleagues, celebrate team wins, and have fun together.
Company Overview