Collections Specialist
About The Position
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 a Collections Specialist, 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 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 (SMB) customer accounts using a variety of contact methods to collect include 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.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
