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 a Senior Manager of Recovery & Arbitration Collections, you will oversee Recovery and Arbitration teams that handle accounts that Customer Service escalates for ongoing payment challenges. Your job is to ensure all accounts are worked thoroughly and that all negotiations, customer interactions, and payment plans land within the established targets. You will also need to effectively leverage the various pressure points throughout our legal processes to drive results. Finally, you will be responsible for setting a high bar of success and evolving our collection strategies by evaluating current practices and identifying new methods to drive results.
In this role you will:
- Evolve and build out modern collection strategies Implement payment guidelines that maximize dollars recovered in the shortest timelines possible
- Curate and continually evaluate the outbound content of customer emails & texts
- Identify opportunities for efficiency improvements through automation/tech/process changes
- Strategize outreach and payment strategies around key pressure points (commercial liens, arbitration, & collections placement).
- Maintain continuous follow-through using various outreach methods (calling, texting, emailing) to reach out to customers who may not be responsive.
- Expertly leverage data to drive outcomes
- Achieve monthly goals of recovered payments from customers, meeting or exceeding incentive compensation targets.
- Make data-driven decisions regarding inventory management & staff work assignments
- Identify areas of development by leveraging data and account reviews to implement coaching around collection strategies
- Set benchmarks and evaluate data to drive performance and create accountability.
- Contribute to shaping and implementing scorecards and performance reviews for our Managers and Account Specialists
- Lead a high-performing group of Account Specialists and Managers
- Coach the entire team to be expert negotiators
- Hold weekly one-on-one meetings with Managers to discuss team performance and dig in on areas of development
- Model leadership behavior by being adaptable, communicating clearly, and driving performance.
- Provide immediate and clear feedback and coaching regularly
Experience & Skills
- 7+ years in a collection, credit management, or receivables role
- 5+ years of management experience is required, Experience leading managers is preferred
- Customer-focused - can engage with and build buy-in from customers
- Excellent verbal and written communication skills. Demonstrated ability to connect with customers, accounts specialists, managers, and leadership.
- Familiarity with debt collection laws and best practices
- Analytical experience in a collections setting (default rates, call metrics, inventory management, etc.).
- Has partnered with tech stakeholders to complete projects that have had a positive impact on results.
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.
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!