This is collections with a conscience: you’re helping small businesses get back on track when revenue dips, using empathy and negotiation to build realistic payment plans. If you can stay calm in tough conversations, document cleanly, and hit recovery goals without treating people like numbers, this role fits.
About Forward Financing
Forward Financing is a Boston-based fintech on a mission to unlock capital for underserved small businesses across America. They’re remote-first, performance-driven, and recognized as a Best Place to Work and Great Place to Work®.
Schedule
- Full-time, remote (United States)
- Phone-based role supporting SMB customers
- Flexible hours mentioned (exact shifts not specified)
What You’ll Do
- Manage a portfolio of SMB accounts, building payment plans when revenues fluctuate
- Negotiate with customers in default to bring accounts back into good standing
- Handle challenging conversations professionally with confidence and control
- Use empathy and judgment to understand the business situation and create workable solutions
- Maintain consistent follow-up using outbound calling, texting, and email
- Document account status and next steps in Salesforce CRM
- Hit monthly recovery goals and support incentive performance targets
- Deliver timely, accurate service that reflects company values
What You Need
- Bachelor’s degree preferred, or equivalent experience
- 2+ years of professional customer service experience
- 1+ year of collections experience
- Strong listening and communication skills with an empathetic approach
- Ability to recover past-due balances while staying professional and human
- Comfortable owning a portfolio, prioritizing follow-ups, and staying organized
- Team mindset: asks questions, takes initiative, and suggests process improvements
- Spanish bilingual preferred (verbal and written)
Benefits
- Hourly pay: $28.84 – $31.25
- Monthly variable compensation: up to $1,750 (based on performance metrics)
- Medical, dental, vision
- Commuter benefits
- Flexible time off policy
- Paid parental leave
- 401(k) match (US employees)
- Wellness reimbursement
- Volunteering days
- Annual professional development budget
- Charitable donation match
- Remote-first culture, with optional office collaboration
If you’re applying, your resume and interview answers should scream: “I can balance firmness with empathy, I can negotiate without escalating, and I can track a pipeline like my paycheck depends on it… because it does.”
Happy Hunting,
~Two Chicks…