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Job Description
Position Summary:
Responsible for the direct contact and independent resolution of tasks and activities related to collecting and servicing of client accounts; pursuant to both Firm policy and relevant Federal law.
Primary Responsibilities:
Provide top-shelf customer service to both internal parties and external clients of the Firm. Initiate and respond to client contact as well as internal communications.
Monitor and maintain a specific portfolio of accounts, as well as produce and document collection correspondence according to the departmental escalation strategy.
Ability to research client contact information via company tools (I.e. Imanage, Elite, ARCs, Lexis, and internet) as well as Skip-trace for current/updated contact information in support of routine collection duties.
Generate outstanding receivable, and ledger reporting, resolving specific client concerns related to the account, primarily billing and payment activity.
Prepare monthly reporting for BUD/BUL review by Business Unit.
Analyzation of Insurance coverage, including retention letters, deductions, electronic billing status and follow-up, application of trust/retainer are required.
Research, document and escalate specific client disputes related to legal services rendered for resolution by management.
Make recommendations for, and follow-up on the processing of, invoice balance write-offs pursuant to Firm policies.
Proactively contribute to departmental collection goals to meet/exceed Firm expectations.
Facilitate departmental workflow through attention to varied topics such as: Engagement letter terms; some basic clerical duties, as well as special projects and responsibilities as assigned.
Minimum Requirements:
Associates degree from an accredited school or university in Accounting, Business or a related discipline is preferable, or a minimum of 5 years of related professional experiences in a legal, collection or customer service capacity.
Flexibility to work mandatory overtime during 4th Quarter.
Strong customer service skills and a pleasant telephone demeanor.
Excellent professional writing skills, with an expectation for grammatical accuracy.
Familiarity with FDCPA restrictions on collection related contact.
Strong analytical and research skills.
Ability to effectively manage multiple tasks through organizational and prioritization skills.
Must display good judgment and sound decisions.
Must be flexible to change and enthusiastic supporter of departmental goals.
Must be focused and persistent, with a willingness to ask direct questions.
High level of competency with Windows functionality and Microsoft Office software, including Outlook, Word and Excel.
Preferred Requirements:
Bachelors Degree in Accounting, Business, Finance or a related discipline.
Experience with Elite accounting and/or ARCS collections software.
Prior experience as professional skip tracer or legal research assistant for identification of new address, contact number, and asset identification.
Working Relationships:
Must possess excellent interpersonal skills, including: clear and professional verbal and written communication; strong relationship building ability to facilitate long-term relationships with all levels of client and Firm management.
Must be a flexible and independent worker with high energy, self-motivation, enthusiasm team-spirit and a service-oriented mindset.
Must display the ability to thrive under high-pressure situations or deadlines, with a willingness to ‘go the extra mile’.
