Head of Account Servicing

| Greater Boston Area
This is a terrific opportunity for an analytical, strategic leader to join our team. At Forward Financing, our mission is to be the leading provider of financing solutions to under-served small businesses. As one of the fastest-growing companies in Massachusetts, we are at the forefront of growth in the FinTech space. We are 100% dedicated to this vertical and to achieving our mission.

Account Servicing plays a critical role in helping our small business customers resolve payment issues, and strengthening our position as a trusted partner to them. As Head of Account Servicing, you will lead a high-performing team of 13+ Specialists, driving and continually improving the team’s performance. Your goal will be to enhance the team’s effectiveness in resolving payment issues for our customers, while continually raising the level of service we provide our customers. This would be an ideal role for an attorney with experience managing teams, interested in a career change. You will be able to leverage the skills that have made you successful in a law firm in an operational, business setting.

In this role you will:
  • Bring a relentless / never quit attitude focused on empowering the team to successfully resolve challenging and difficult customer situations
  • Enhance our existing structure, workflow and processes to enable the team to better drive customer engagement, resolve payment issues, and scale as the company grows
  • Leverage data to refine core KPIs, compensation programs and processes so the team continually improves the service it provides to merchants and how it influences resolution outcomes
  • Attract, grow and develop a team of high-performing specialists 
  • Uphold the highest level of integrity and professionalism in our interactions with customers, continually strengthening our brand, reputation, and relationships
  • Collaborate with legal, underwriting, and renewals across the full lifecycle of a deal to ensure we are engaging with merchants in the most effective and efficient manner based on their situation
  • Stay abreast of the changing trends and laws in the Merchant Cash Advance industry to ensure our servicing practices are compliant and best in class

About You:
  • Passionate: High energy. “Can-do-attitude.” Enthusiastic. Optimistic, open, and objective toward others
  • Coachable: Open to feedback and continual professional improvement. Flexible and adaptable
  • High Standards: Quality orientation. Follow through on commitments. A doer who gets things done
  • Efficient: Producing significant output with minimal wasted effort, organized planning, and prioritization
  • Proactive: Self-starter, continually seeks additional responsibilities. Willingness to go the distance to get something done, including working long hours at times if needed
  • Collaborative: Strong “people orientation.” Can disagree without being abrasive or intimidating. Team player
  • Emotional Intelligence: High degree of self-awareness. Handles interpersonal relationships judiciously and empathetically. Exercises good judgment while under pressure
  • Communicator: Speaks and writes clearly and articulately without being overly verbose or talkative and possesses an openness to people and a willingness to hear what others are saying
  • Analytical: Comfortable navigating in a data-driven business environment to deliver business insights. Able to structure and process qualitative or quantitative data and draw insightful conclusions from it. Analyze and challenge details, data, and facts prior to making decisions and maintains important decision-making data accurately for repeated examination as required. Exhibits a probing mind and achieves penetrating insights
  • Ability to develop “A” players: Managers that coach people in their current roles to improve performance and prepares them for future roles 

  • Advanced degree, strong preference for JD 
  • 10+ years of progressively increasing responsibility in a fast-paced, dynamic setting OR 4-7 years as an attorney/litigator in a large law firm (or similar)
  • Leadership responsibilities either in managing complex cases or direct people management 
  • Passionate about building and managing a successful, high-performing team
  • Experience leading, developing and mentoring others effectively
  • Strong analytical skills to identify trends, problems, and solutions
  • Strong interpersonal skills
  • Prior customer service, sales and/or negotiation responsibilities a plus

About Us: 
Forward Financing is a Boston-based financial technology company that provides fast, flexible, and reliable working capital to small and medium-sized businesses nationwide. By combining proprietary technology with a team of small business financing experts, Forward Financing delivers same day funding with the speed and simplicity business owners need to succeed and grow. With a simple online application, businesses can trust Forward Financing for approvals within minutes, funding within hours, and personalized support and service when they need it most.
Since 2012, Forward Financing has provided over $500m in funding to more than 10,000 small businesses. Consistently recognized as an industry leader, the company is A+ rated by the Better Business Bureau and receives top ratings across all major customer review platforms. In 2017 and 2018, Forward Financing was named by Inc. Magazine and the Boston Business Journal as one of the fastest-growing companies in Massachusetts. Learn more at www.forwardfinancing.com
At Forward Financing, we believe that if our company succeeds, all of our employees succeed too. We offer a competitive compensation package for highly qualified candidates that are extremely motivated, have a positive attitude, and are able to ramp up quickly. We offer a comprehensive benefits package including medical, dental, vision and commuter benefits along with gym reimbursement, 401K, paid volunteering days and a matching gift program. We work in an open environment with a start-up vibe, conveniently located just steps away from South Station. You will have the opportunity to work with people that enjoy a fun, social office culture.
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Our company is in the heart of Boston — close to shopping, restaurants and within walking distance of all public transit and major highways.

What are Forward Financing Perks + Benefits

Forward Financing Benefits Overview

At Forward Financing, our employees are extremely important to us. Here you will discover incredibly talented people who care deeply about their customers and each other. We believe that having the right people on our team and strong teamwork is the key to creating a foundation for success. Our culture is professional but we make sure to celebrate our individual and team wins. We believe you should be rewarded for your hard work. In addition to competitive compensation packages and generous standard benefits (health, vision, dental) team members also enjoy company catered meals weekly, Summer Fridays, flexible work schedules, charity donation match, generous 401k match, paid volunteer days and overall a fun and rewarding workplace.

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

We believe people are most productive when they are engaged and having fun. We are proud of the culture that we’ve built here at Forward Financing. Our employees agree it is not only a fun and rewarding workplace, but you certainly won’t go hungry while you’re here. From company sponsored off-site events and lunches, to a fully stocked kitchen, we make sure you are well fed and enjoying time with your team. A few events that we think are pretty cool:

- Company sponsored monthly team lunches at local restaurants
- Birthday & anniversary celebrations
- Catered meals weekly
- Team building events
- Month-end celebrations
- Annual summer outing
- Annual holiday celebration
- Company sponsored sports teams (flag football, softball, basketball)
- Monthly “meet-n-greet” lunches
- Annual hackathon
- Monthly sports raffle for tickets to Bruins, Celtics and Red Sox games
- Employee-led committees for change

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