Account Specialist II, Recovery Collections

Forward Financing is a Boston-based financial technology company with an operational hub in the Dominican Republic, providing fast, flexible working capital to US small businesses that have been underserved by traditional financing options. It is our mission to build a world-class fintech company so our customers and our people can reach their full potential. Forward has been recognized as a Best Place to Work by Built In Boston and is certified as a Great Place To Work.® We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.

As a Recovery Account 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.

Why you should apply:

• 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) with flexible hours.

• 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.

In this role you will:

• Service a portfolio of small and medium sized business (SBM) customer accounts using a variety of contact methods to 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 various legal pressure points to drive customer engagement and resolution.

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

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.

• 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. 

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 is a fintech company headquartered in Boston, Massachusetts with an operational hub in Santiago, Dominican Republic, providing fast, flexible working capital to small businesses across the US. 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 approvals within hours and funds that same day — giving more businesses the financial opportunity they need to thrive. Plus, with 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