Manager II, Collections

Forward Financing•Boston, MA

2d•$100,000 - $120,000•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 Manager II, Collections, you will oversee a team in Account Servicing-handling accounts that have payment issues. Your job is to ensure all accounts are worked thoroughly and that all negotiations, customer interactions, and payment plans land within the established targets. Finally, you will be responsible for setting a high bar of success and driving monthly performance to exceed collection goals. In this role you will: Lead and Manage a High-Performing Team of Account Specialists Inspire and Guide: Motivate and oversee a team of account specialists specializing in debt collection. Foster a positive and driven team environment where individual and team goals are aligned. Develop Negotiation Expertise: Coach and mentor team members to become skilled negotiators, adept at reaching mutually beneficial agreements while maintaining professionalism and respect. Provide regular training and feedback on negotiation strategies. Individualized Support and Performance Tracking: Conduct weekly one-on-one meetings with each account specialist to include call reviews and account reviews. Discuss their progress, identify areas for improvement using data driven metrics, and create personalized development plans. Monitor individual and team performance metrics, and provide regular feedback on results. Help them understand their impact on the department and company goals. Exemplify Leadership: Demonstrate strong leadership qualities, including adaptability, clear communication, and a focus on achieving results. Be a role model for the team, and set high standards for professionalism and ethical conduct. Performance Recognition and Rewards: Recognize and reward outstanding performance, both individually and as a team, to boost morale and encourage continued success. Cross-Team Collaboration: Build and maintain strong relationships across the department to ensure seamless collaboration and achieve organizational goals. Expertly leverage data to drive outcomes Exceed Targets: Achieve and surpass monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets through effective recovery strategies. Make data-driven decisions: Leverage data points to identify areas of development to implement coaching around collection strategies and create accountability. Drive performance: Utilize data-driven insights to proactively identify and address potential challenges in the recovery process.

Requirements

7+ years in a collection, credit management, or sales role.
5+ years of management experience is required, managing teams of front line representatives.
Customer-focused - can engage with and build buy-in from customers.
Excellent written and verbal communication skills, and the ability to collaborate with diverse stakeholders including customers, account specialists, peers, and leadership.
Familiarity with debt collection laws and best practices.
Analytical experience in a collections setting (default rates, call metrics, inventory management, etc.).
Technical proficiency with multiple SAAS platforms.
Strong coaching and mentoring skills.

Responsibilities

Lead and Manage a High-Performing Team of Account Specialists
Inspire and Guide: Motivate and oversee a team of account specialists specializing in debt collection.
Foster a positive and driven team environment where individual and team goals are aligned.
Develop Negotiation Expertise: Coach and mentor team members to become skilled negotiators, adept at reaching mutually beneficial agreements while maintaining professionalism and respect.
Provide regular training and feedback on negotiation strategies.
Individualized Support and Performance Tracking: Conduct weekly one-on-one meetings with each account specialist to include call reviews and account reviews.
Discuss their progress, identify areas for improvement using data driven metrics, and create personalized development plans.
Monitor individual and team performance metrics, and provide regular feedback on results.
Help them understand their impact on the department and company goals.
Exemplify Leadership: Demonstrate strong leadership qualities, including adaptability, clear communication, and a focus on achieving results.
Be a role model for the team, and set high standards for professionalism and ethical conduct.
Performance Recognition and Rewards: Recognize and reward outstanding performance, both individually and as a team, to boost morale and encourage continued success.
Cross-Team Collaboration: Build and maintain strong relationships across the department to ensure seamless collaboration and achieve organizational goals.
Exceed Targets: Achieve and surpass monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets through effective recovery strategies.
Make data-driven decisions: Leverage data points to identify areas of development to implement coaching around collection strategies and create accountability.
Drive performance: Utilize data-driven insights to proactively identify and address potential challenges in the recovery process.