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 the Boston Business Journal and 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 an Account Specialist 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.
In this role you will:
- Service a portfolio of small and medium sized business (SBM) 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.
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.
Requirements:
(Even if you don’t check every box, but see yourself contributing, please apply.
- 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.
- Bi-lingual Spanish (verbal and written)
#LI-MH1 #LI-Remote
- 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 affiliate office 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 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 $3 billion in funding to nearly 63,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.8 stars rating on Trustpilot.com. Forward is also recognized as a Best Place to Work by Built In Boston, certified as a Great Place to Work®, and is committed to helping their people and the small businesses they serve to achieve their full potential.
Forward actively promotes a focus on diversity, equity, and inclusion in all we do. We encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. Our diverse and driven group of about 450 people, with approximately 200 based in the US, and 250 in the Dominican Republic, is a 100% employee-owned company. Our people are excited about their work, knowing they are helping thousands of small businesses while advancing their own careers.
Perks & Benefits:
At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package, including but not limited to: medical, dental, vision, and commuter benefits, a flexible time-off policy, paid parental leave, 401k match for US employees, wellness reimbursement, volunteering days, annual professional development budget, and charitable donation match.
Workplace flexibility is a top priority at Forward too. Our Employee Choice policy means that almost all of our employees get to decide where they work. 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. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team.
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!
California Employee Privacy Policy
What the Team is Saying
What We Do
Headquartered in the US with an operational hub in the DR, Forward Financing has been recognized as a Best Place to Work by the Boston Business Journal and Built In Boston and is certified as a Great Place to Work.® At Forward, we believe every business deserves financial opportunity. That’s why we provide fast, flexible capital to US small businesses that have often been underserved by traditional financing options. Our mission is to build a world-class fintech company so our customers and people can reach their full potential. We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.
Want to learn more? Visit: forwardfinancing.com/careers
Why Work With Us
We’re building a place where our people want to run to work every day. Here, you’ll be with colleagues who work together towards shared goals and challenge you to bring your best; you’ll work with leaders who support your professional growth and want to see you succeed.
Gallery
Forward Financing Offices
Remote Workspace
Employees work remotely.
Our Employee Choice policy allows most team members to choose if they’d like to be fully remote, work in our Boston headquarters, the office in the DR, or a hybrid combination.
