Collections Specialist

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. In this role you will: 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. 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). 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. 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. Ability to navigate multiple computer programs simultaneously. Compensation: Hourly Rate: $28.84 – $31.25 CAD Monthly Variable: You have the potential to earn an additional $1,750 CAD per month in variable compensation. The final payout of variable compensation is determined by achievement of performance metrics. At Forward Financing, we're committed to fair and transparent compensation. We believe in providing a compensation package that recognizes your skills, experience, and the unique value you bring to our team. We take a market-based approach to pay, regularly reviewing benchmark data to ensure our compensation remains competitive, equitable, and aligned with our performance-driven culture. Final offers are determined by a variety of factors, including the candidate's qualifications, relevant experience, specific skills, and internal equity. This approach ensures that our compensation is competitive and equitable. Your recruiter will provide specific details on the expected base and variable earnings as it pertains to this specific role. This position is to fill an existing vacancy. Total Rewards: Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, a flexible time-off policy, paid parental leave, RRSP match, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match. Forward is proud to be a remote-first company, keeping workplace flexibility a top priority for our employees. As a business, we are focused on impact; we are more concerned with your contributions to the success of the company than where you get your work done. To help facilitate in-person collaboration, employees are welcome to work from one of our premiere office locations. When we aren’t collaborating to drive business and support our customers, we’re finding virtual and in-person ways to get to know our colleagues, celebrate team wins, and have fun together! Our 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 Financing is a fintech 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. Whether facing challenges accessing traditional financing or simply needing a convenient, flexible solution, Forward is committed to funding more of the millions of small businesses nationwide. 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 their 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 $4.8 billion in funding to more than 92,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.7 stars rating on Trustpilot.com . Recognized as a Best Place to Work by Built In Boston and certified as a Great Place To Work®, Forward is dedicated to empowering both its team and the customers they serve, helping them succeed and thrive. Equal Opportunity Employment Information It is the policy of Forward Financing to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. We welcome and encourage applications from people with disabilities. Please let us know should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, we use AI tools to assist with candidate screening and assessment.