As Senior Director of Account Servicing, you will play a critical role in shaping the long-term strategy of Forward Financing. With revenue-based financing from Forward, small businesses are entitled to payment relief if they need it. Our award-winning Account Servicing Department (ASD) plays a critical role in supporting our small business customers through payment relief, strengthening our position as a trusted partner. You will manage a high-performing team of three Senior Managers, who in turn oversee 10+ Managers and 40+ Account Specialists across locations in the US and Dominican Republic. You will work to continually improve the performance of the department and the service it provides our customers, and you will serve as a strategic leader.

Why you should apply:

• Meaningful work. Apply your expertise at a growing company where your decisions get implemented and you have the chance to build something new.
• Mission driven company. Forward is a trusted source of fast, flexible funding for small businesses that have often been underserved by traditional financing options. When you join the team, you will help ensure all small businesses have access to the financial support they need to succeed.
• Flexibility is a top priority. Our employees are empowered to choose where they want to work (whether that’s from home, in the office, or a combination of both) with flexible hours.

In this role you will:

• Run the Account Servicing Department as a business-within-a-business, managing it, scaling it and generating results that promote our long term strategy, as we continue to scale rapidly. Help to set future direction for the department, as well as execute on these plans, as it relates to the Company's longer term vision.
• Leverage data and analytics to refine core KPIs, compensation programs and processes so the team continually improves the service it provides to customers.
• Enhance our existing processes and implement creative new ways for the team to drive customer engagement, increase our ability to resolve payment issues, and scale as the Company continues to grow.
• Collaborate with the Executive Team to set yearly objectives and key results for the ASD Department and lead the teams forward to meet these goals.
• Attract, grow and develop a team of high-performing Specialists, Managers, and Senior Managers.
• Uphold the highest level of integrity and professionalism in our interactions with customers, continually strengthening our brand, reputation and relationships with them.
• Collaborate with Legal, Underwriting and Sales across the full lifecycle of a deal to ensure we are engaging with customers in the most effective and efficient manner based on their situation.
• Collaborate with our Technology team to develop enhancements to our processes through automation initiatives.
• Bring a relentless / never quit attitude focused on working with customers to achieve the best possible outcome and leave them wanting to work with us again.

Requirements:

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

• 10 years of progressively increasing responsibility in a fast-paced dynamic environment.
• 5 years of building and managing a successful high-performing team.
• Relevant experience in collections, account servicing, default-related environments, risk and/or financial services.
• Experience leading, developing and mentoring others effectively.
• History of using data to drive decision making.
• Ability to solicit, receive, and implement feedback with the goal of relentless improvement.
• Strong analytical skills to identify trends, problems and solutions.
• Strong interpersonal skills.
• Experience managing supervisors and/or managers preferred.

Bonus:

• Experience managing global teams preferred.
• MBA preferred.

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