Account Specialist II, Collections

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not specified

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, 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.

As an Account Specialist II, you will play a critical role in helping small business owners navigate their outstanding balance on their revenue-based financing by directly negotiating with them. You will work directly with customers undergoing financial hardship, leveraging legal processes to create payment plans that benefit the customer and Forward Financing.

Requirements

• Bachelor’s Degree preferred or equivalent work experience.
• 5+ years of professional Customer Service/Sales/Collections experience.
• Ability to listen to customer needs, communicate effectively, respond empathetically, and recover monthly targets of past due customer balances.
• Team player who asks questions and takes the initiative to suggest improvements on current processes and systems.
• Strong analytical and written communication skills with high attention to detail.
• Competitive nature with the ability to maintain focus and complete tasks independently.
• Ability to navigate multiple computer programs simultaneously.

Responsibilities

• Service a portfolio of small and medium sized business (SBM) customer accounts using a variety of contact methods (including calling, text messages, and emails).
• Negotiate with customers to establish payment plans that are sustainable and meet Forward business objectives.
• Achieve monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets.
• Professionally leverage and speak to legal collections processes to drive customer engagement and resolution.
• Regularly document the status of account(s) and next steps in Salesforce CRM.

Why You Should Apply

• Meaningful Work: Directly support small business owners in need of payment relief, offering the flexibility our financing is designed to provide.
• Mission Driven Company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options.
• Flexibility: Employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both).
• Performance Based Compensation: Commitment to performance-driven success is reflected in incentive-based programs designed to motivate and reward employees.