Bilingual Account Specialist, Collections

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.

As an Account Specialist, Collections you will provide relationship driven customer service to our small and medium-sized business (SMB) customers who are experiencing decreased revenues. With revenue-based financing from Forward, small businesses are entitled to payment relief if they need it. So when our small business customers experience decreased revenues, our award-winning Account Servicing team helps them pause payments, reduce payments and make payments towards past due balances.

In this role you will:

• Service a portfolio of small and medium sized business (SMB) customer accounts, working with them effectively to establish payment plans when their business revenues fluctuate. This is a phone based role.

• Use negotiation skills to establish a plan with our customers in default to bring them back into good standing.

• Demonstrate ability to have challenging conversations professionally

• Use empathy and judgment to understand what the customer’s business is going through, how it has affected their revenues, and develop a payment plan to work through it.

• Maintain continuous follow through using a variety of outbound outreach methods (calling, texting, emailing) to reach out to customers who may not be responsive.

• Regularly document the status of account(s) and next steps in Salesforce CRM.

• Achieve monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets.

• Wow the customer with timely, helpful and accurate customer service that reflects Forward Financing’s core values.

Why you should apply:

• Mission driven company: Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.

• Flexibility is a top priority: Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

Required Skills and Experience:

(Even if you don’t check every box, but see yourself contributing, please apply.)

• Bachelor’s Degree preferred or equivalent work experience.

• 2+ years of professional customer service experience.

• 1+ years of 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.

• Bilingual in Spanish (verbal and written)

Compensation:

Hourly Rate: $28.84 – $31.25 USD

Monthly Variable: You have the potential to earn an additional $1,750 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 company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations.

When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together!

Forward Financing Core Values:

• Drive the Mission - We believe in financial opportunity for underserved small businesses. We say “yes” when others say “no.”

• Keep It Real - We value direct communication, candid feedback, and authenticity. We are an open book.

• Act with Kindness - We create an environment where caring is cool and helping is the norm. We do the right thing.

• Shoot for Extraordinary - We are inspired by innovative thinking and continuous improvement. We never settle for yesterday’s best.

About Us:

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. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. Forward offers revenue-based financing – delivering an upfront sum of working capital in exchange for a set amount of the business’s future revenue. By simplifying the requirements, streamlining the process, and using advanced proprietary technology, Forward is often able to deliver funds same day – giving more businesses the financial opportunity they need to thrive. Plus, with their dedicated teams and award-winning service, customers get personalized support when they need it most.

Since 2012, Forward has expanded access to capital by providing over $4.1 billion in funding to more than 80,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com. Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive.

US Equal Opportunity Employment Information

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. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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