Bilingual Account Specialist, Collections

Forward Financing

7d•$29 - $31•Remote

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 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.

Requirements

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)

Responsibilities

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.