As an Account Specialist (Escalated Recovery), you will provide relationship-driven customer service to our small and medium-sized business customers who are experiencing decreased revenues. When our small business customers experience decreased revenues, our 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 (SBM) customer accounts, following up with customers who have missed payments, working with them empathetically to establish payment plans and/or make payments to past due balances.
• Use empathy and judgment to understand what the customer’s business is going through, and 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 the 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.

Requirements:

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

• Bachelor’s Degree preferred or equivalent work experience.
• 1+ years of professional experience in collections.
• Ability to listen to customer needs, and negotiation skills, 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 to current processes and systems.

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.