Account Specialist

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.

In this role you will:

• Service a portfolio of small and medium sized business (SBM) customer accounts, following up with customers who have missed payments, working with them empathetically to establish payment plans and / or make payments to past due balances.
• 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.

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.
• 1+ years of professional customer service 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.