Customer Service Representative, Collections Experience

• Make outbound calls to overdue clients from assigned account lists and document every contact in Filevine the same day
• Process inbound and outbound phone payments using approved methods and document payments in Filevine and Invoiced
• Log all payments in the daily payment tracker before the end of business
• Update overdue client lists in real time, tracking contacts, payments, promises to pay, and resolved accounts
• Manage client accounts by preparing contracts, applying payments, maintaining payment plans, processing payment arrangements, and updating account records
• Answer and triage general inbound calls from existing clients, maintaining an answer rate of 80% or higher
• Negotiate debt recovery amounts and support timely payment collection
• Resolve client account concerns professionally and clearly
• Report collection activity daily and contribute to debt recovery strategies
• Process refunds and offboard clients according to company procedures
• Comply with company policies, procedures, and client communication standards

• Excellent customer service, communication, and interpersonal skills
• Ability to handle sensitive financial conversations professionally
• Solid understanding of company fees and payment systems, including Invoiced and Filevine
• Strong attention to detail and commitment to same-day documentation
• Ability to work under pressure, manage competing priorities, and meet daily deadlines
• Strong time management skills
• Ability to work independently or as part of a team
• Ability to manage multiple tasks simultaneously without loss of accuracy
• Reliable high-speed internet
• Reliable computer, headset, microphone, and video camera

• Remote work arrangement
• Reliable high-speed internet, computer, headset, microphone, and video camera required for the role