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.

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 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.
Bilingual in Spanish (verbal and written).

Bilingual Collections Specialist

Key skills