Collections Specialist

Forward Financing LLC; Boston (MA); Hybrid; CAD 60,000 - 65,000; Full time

Benefits offered by this job

Medical benefits

Dental and vision insurance

Flexible time-off

RRSP match

Wellness reimbursement

Professional development budget

Volunteer days

Charitable donation match

Remote-first with office options

Job summary

Forward Financing is seeking a Collections Specialist to help SMBs navigate outstanding balances on revenue-based financing, negotiating payment plans that are sustainable and align with company objectives. You’ll work with customers in hardship and leverage legal processes where appropriate.

This role requires a Bachelor’s degree or equivalent, 5+ years in customer service/sales/collections, and strong communication, analytical skills, and Salesforce CRM experience.

Qualifications

• Bachelor’s Degree preferred or equivalent work experience.
• 5+ years of professional Customer Service/Sales/Collections experience.
• Experience with negotiating payment plans and documenting interactions in Salesforce.

Responsibilities

• Service a portfolio of SMB customer accounts using calls, texts, and emails to collect.
• Negotiate with customers to establish sustainable payment plans.
• Achieve monthly goals of recovered payments and meet incentive targets.
• Leverage legal collections processes to drive engagement and resolution.
• Document account status and next steps in Salesforce CRM.

Skills

Customer Service

Negotiation

Communication

Analytical thinking

Team player

Independent work

Education

Bachelor’s degree preferred or equivalent

Tools

Salesforce CRM

Job description

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

• 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 Culture: The Forward Compass

The Forward Compass is the standard we hold for ourselves and one another—guiding how we lead, collaborate, and show up every day to move in the same direction.

• Back the Builders: We are wired to fuel customer progress, not just provide support.
• Rooted in People: We create an environment that balances deep connection with the extreme ownership and honesty required to reach our highest potential.
• Flying V: We move through coordinated effort with speed and urgency to achieve what no individual could do alone.
• Always Forward, Never Finished: We pursue growth with a relentless drive that keeps us ahead of the competition.

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 $5+ billion in funding to more than 100,000 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.