Collections Specialist

About the role

The Collections Specialist plays 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.

Responsibilities

• Service a portfolio of small and medium sized business (SMB) customer accounts using a variety of contact methods such as 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.

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 ability to maintain focus and complete tasks independently.
• Ability to navigate multiple computer programs simultaneously.

Qualifications

• Meaningful work. Each day, you will 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. 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).
• Performance based compensation. Our commitment to performance-driven success is reflected in our incentive-based programs, designed to motivate and reward employees for their contributions. This role includes a monthly performance-based incentive, ensuring that your hard work and results directly impact your earnings.

Skills

• Meaningful work. Each day, you will 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. 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).
• Performance based compensation. Our commitment to performance-driven success is reflected in our incentive-based programs, designed to motivate and reward employees for their contributions. This role includes a monthly performance-based incentive, ensuring that your hard work and results directly impact your earnings.

Benefits

• 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.

Pay

• 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.

Schedule

• Remote-first company, keeping workplace flexibility a top priority for our employees.

Total Rewards

• 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.