Director, Recovery

Headquartered in Boston, Forward Financing has been recognized as a Best Place to Work by the Boston Business Journal and Built In Boston and is certified as a Great Place to Work.® At Forward, we believe every business deserves financial opportunity. That’s why we provide fast, flexible capital to small businesses that have often been underserved by traditional financing options. Our mission is to build a world-class fintech company so our customers and people can reach their full potential. We’re investing in our employees, technology, and customer experience – with long-term success in mind every step of the way.

As Director of Recovery you will lead a team of Managers and Account Specialists with the goal of providing top-notch recovery service on Forward Financing’s business customers. You will be responsible for the overall and individual performances of your recovery service reps and ensuring the ongoing evolution of our recovery strategies. 

In this role you will:

  • Oversee our Recovery team, generating results that promote our long term collections strategy
  • Utilize automation and implement creative new ways for the team to resolve customer payment issues
  • Leverage data and analytics to continuously enhance reporting on performance, and ensure all team members are aligned around a common set of metrics
  • Develop customized strategies to navigate common customer situations and ensure your team is applying the correct strategy for each situation
  • Actively collaborate with the ASD management team to identify issues, opportunities, and trends that affect the department’s performance
  • Regularly present metrics, results, strategy, and goals to department and company leadership members
  • Collaborate with our Technology and Marketing teams to develop enhancements to our various processes
  • Support team members on a regular basis, provide guidance, coaching, and serve as a second-voice on challenging accounts


(Even if you don’t check every box, but see yourself contributing, please apply.)

  • Bachelor’s Degree preferred or equivalent work experience
  • 7-9 years of professional collections experience; familiarity with commercial products and customers
  • Experience managing both individual contributors and managers
  • Experience in coaching a team and driving results
  • History of using data to drive decision making
  • Team player who asks questions and takes the initiative to suggest improvements on current processes and systems.
  • Good listening skills with the ability to see situations from the perspective of others
  • Ability to solicit, receive and implement feedback with the goal of relentless improvement.

#LI-TT1 #LI-Remote

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 headquartered in Boston that provides fast, flexible, and reliable capital to small businesses nationwide. Since 2012, Forward has provided over $2.4 billion in financing to more than 55,000 small businesses. Forward has been consistently named by the Boston Business Journal and Built In Boston (and more!) as one of the best places to work in Massachusetts.

Forward actively promotes a focus on diversity, equity, and inclusion in all we do. We encourage a workplace where trust and respect are paramount and all employees feel valued, heard, and accepted. By accepting diversity of thought, background, and identity, we will continue to become a stronger team and a better organization.

Our diverse and driven group of 440 people, with more than 200 based in the U.S., and 240 internationally, is a 100% employee-owned company. Our employees come to work (or log on virtually!) knowing they are helping thousands of small businesses while advancing their own careers. If this sounds exciting to you, learn more about our leadership team and our open opportunities.

Perks & Benefits:

At Forward, our team members are at the heart of our company, and we are committed to taking care of them as people, not just employees. We offer a comprehensive benefits package including but not limited to: medical, dental, vision, and commuter benefits, a flexible time-off policy, 401k match, wellness reimbursement, paid volunteering days, annual professional development budget, and charitable donation match.

At Forward, employee choice means each individual gets to decide where they work. Almost all team members have the choice of where to live and where to work. 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. If face-to-face time is desired, people managers are empowered to find a cadence that works for their team. 

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! 

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