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. 

Help America to recover and thrive.

A FORWARD Intake and Eligibility Team Lead will be responsible for the day-to-day management of a team of Intake Specialists. As a Team Lead, you will be responsible for supervising, managing and motivating team members on a daily basis.

In addition to the Intake and Eligibility Specialist responsibilities, Team Leads are the initial contact point for their team members. This role requires strong communication and collaboration skills. You must be a hands-on leader who enjoys working closely with your team and with their applicants to process applications in a timely manner. You must be able to think and act strategically as well as get into the details of our FORWARD platform, program guidelines, and reports. You will develop an understanding of FORWARD’s solutions, and leverage your experience to guide our teams to establish meaningful program guidelines and to build processes that scale.

Intake and Eligibility Team Leads reports directly to the Senior Manager of Operations, Intake and Eligibility Team Leads play a critical role in the execution of FORWARD’s strategies for rental and business assistance programs

Responsibilities

• Address customer concerns in reference to applications, services rendered or employee interactions
• Lead team huddles, create a fun and positive work environment
• Train new employees on company standards and procedures, from how to handle a negative customer experience to how to properly interact with clients
• Ensure company goals and objectives are being met by each employee and provide constructive feedback
• Create an inspiring team environment with an open communication culture
• Drive the activity to meet team goals, ensure productivity goals are met, etc.
• Delegate tasks and set deadlines
• Oversee day-to-day operation
• Monitor team performance and report on metrics
• Motivate team members
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Suggest and organize team building activities
• Provide excellent customer service to program participants and accurately respond to inquiries about the program.

• Associate Degree in Related Field; Bachelor's Degree is preferred
• 2+ years of experience as a supervisor is preferred
• 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
• Experience organizing training initiatives for departments within the company
• Customer service experience and effective communication skills both orally and in writing
• Demonstrated ability to work independently and to adapt quickly to new challenges
• Able to work on several projects simultaneously, and handle a high volume of activity
• You can manage files and documents, follow recordkeeping requirements and maintain confidentiality
• Instructional experience in a group business setting preferred
• Strong understanding of business goals and standards for customer service
• Experience analyzing company needs, employee development and goal setting
• High level of organization and attention to detail
• Have U.S. work authorization

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