Manager II, Collections

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.

• Experience & Skills

  • 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.

Compensation:

Annual Targeted Salary: $100,000-120,000 USD

Annual Target Bonus: 12%

Monthly Variable Compensation Target: $3,000

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.

Total Rewards:

Additionally, we offer a comprehensive total rewards package, including but not limited to: medical, dental, vision, 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.

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!

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 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 $4.5 billion in funding to more than 87,000 small businesses. The company is A+ rated by the Better Business Bureau with an Excellent / 4.6 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.

US Equal Opportunity Employment Information

Forward Financing is proud to be an equal opportunity employer, and is committed to fostering a fair and inclusive culture built on a foundation of high performance and exceptional customer experience. With a laser focus on employee impact, we’re able to reduce biases and ensure the right people are in the right jobs to contribute to our mission. The varied perspectives of our people fuel innovation and make us a stronger team. By embracing what makes each of us unique, we create a supportive environment where people feel valued, accepted, and empowered to thrive.

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