Collections Specialist

📋 Description

• Manage a portfolio of small and medium-sized business (SMB) customer accounts through various contact methods, including calls, text messages, and emails.

• Negotiate with customers to create payment plans that are both feasible and align with Forward's business objectives.

• Meet or surpass monthly targets for recovered payments from customers, achieving incentive compensation goals.

• Professionally utilize and discuss legal collections processes to enhance customer engagement and resolution.

• Consistently update the status of accounts and outline next steps in Salesforce CRM.

⛳️ Requirements

• Bachelor’s Degree preferred or equivalent professional experience.

• Over 5 years of experience in Customer Service, Sales, or Collections.

• Strong ability to listen to customer needs, communicate effectively, respond with empathy, and achieve monthly recovery targets on overdue customer balances.

• A collaborative team member who inquires and proactively suggests enhancements to existing processes and systems.

• Excellent analytical and written communication skills, with a keen attention to detail.

• A competitive spirit with the capability to maintain focus and carry out tasks independently.

• Proficient in navigating multiple computer programs at the same time.

🏝️ Benefits

• Medical

• Dental

• Vision

• A flexible time-off policy

• Paid parental leave

• RRSP match

• Wellness reimbursement

• Volunteering days

• Annual professional development budget

• Charitable donation match