FORWARD is a venture-backed company on a mission to build comprehensive solutions allowing governments to assist their communities at scale.

The FORWARD Platform is an Integrated Program Administration solution that incorporates all essential components, people, and technology into a single streamlined workflow to effectively, securely, and equitably administer critical resources to help communities thrive.

Municipalities nationwide are utilizing FORWARD to streamline the design, implementation, operations, communications, reporting, and compliance functions of their economic and community development assistance programs.

Our fully remote team works hard, but we fully embrace the advantages of this new paradigm. We work autonomously, collaborate asynchronously, and take ownership of our work. 

A FORWARD Lost Payment Specialist ideally would have startup experience who embraces versatilities and a fast-paced working environment. This person must be able to multitask, be adaptive to business needs, have very positive energy, be collaborative, and be customer-centric. As a Lost Payment Specialist, you will be responsible for investigating and resolving payment issues, identifying and recovering lost or missing payments.

Key Responsibilities:

• Take ownership of lost payment related issues as the single point of contact for customers and internal teams
• Investigate and resolve discrepancies regarding lost payments, including but not limited to improperly addressed, misdelivered payments, and payments sent in error (re-capture)
• Research and identify the root cause of payment issues, and work with internal teams and external clients to resolve the issue and prevent future occurrences.
• Follow up with customers and internal teams to ensure payment-related issues are resolved in a timely manner
• Communicate with customers, and internal stakeholders to provide updates on payment issues and facilitate the recovery of lost or missing payments
• Own the re-capture process for overpayments and ensure timely resolution
• Collaborate with cross-functional teams to identify and resolve payment-related issues and improve processes
• Analyze payment data and provide regular reports on lost payment trends and issues to management.
• Work closely with the back-end team to ensure seamless payment processing and troubleshooting

• 2+ years of customer service experience, effective communication skills both orally and in writing
• You are technically savvy and able to learn new systems and processes quickly
• Strong ability to work well with people from varied cultural, socioeconomic, educational, and experiential backgrounds
• Demonstrated ability to work independently and to adapt quickly to new challenges
• Ability to work with a high volume of activity (phone, email, and chat)
• Bilingual abilities; English/Spanish
• High level of organization and attention to detail
• 8 am-5 pm schedule (Schedule may vary)
• Have U.S. work authorization

• Research and Resolve any discrepancies with outstanding payments/lost checks/returned checks
• Highly accurate and detail oriented.
• Effective communication skills and customer service approach
• Work Ethic: Strong work ethics
• Efficient: Detail oriented, professional attitude, reliable
• Organizational Skills: Possess strong organizational and time management skills
• Problem-Solving: Strong problem solving skills, strong treasury skill, documentation skills, data analysis and multi-tasking skills
• Communication Skills: Advanced communication skills for communicating with landlords, tenant, customers, support personnel and management
• Professionalism: Ability to interact with employees and customers in a professional manner
• Fast-Paced: Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness

Salary Scale:  $60,000 - $80,000/yr.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We offer a full range of employee benefits for our regular full-time employees including:

• Fully remote position
• Unlimited PTO
• 100% Employee paid medical and dental insurance
• Stock Options
• 401K Plan