Under the leadership of the Client Account Manager, this position contacts clients through various communication sources to manage overdue payments, negotiate payment terms, and address billing disputes. This position ensures that collection communications, including client statements, adhere to Firm guidelines, quality standards, and procedures. Candidates must have working knowledge of Excel to be successful in this position. After an initial period of training, this position is eligible for a hybrid-remote work schedule.
Key Responsibilities
- Perform collection activities using Aderant Expert, ARCS, BillBlast, and Microsoft Excel.
- Regularly review accounts receivable aging reports and prioritize collection efforts based on delinquency levels.
- Regularly review e-bill invoice statuses to ensure they advance through the e-billing process in compliance with firm standards and client guidelines.
- Ensures all collection communications, including client statements, comply with Firm guidelines, quality standards, deadlines and procedures.
- Communicate effectively and promptly with management, clients, third-party payers, e-billing vendors, attorneys, and assistants regarding collection matters.
- Capture data, research issues, and respond to collection inquires in a timely and accurate manner.
- Update client collection notes and maintain detailed documentation of all collection activities in the firm’s systems.
- Document, update and share procedures, known issues, or workarounds with users; and provide general user support for ARCS or similar tools.
- Prepare special documents and reports as requested by management, clients, or attorneys.
- Understand and adapt to system or process changes as they impact data, reporting, and users.
Knowledge, Skills, and Abilities Required
- Must possess thorough working knowledge of a collection software like ARCS.
- Must possess understanding of billing rates, alternative fee arrangements and related billing topics and systems.
- Must have knowledge with a time and billing software like Aderant Expert, and with Microsoft Excel or similar software.
- Must display excellent customer service.
- Must possess strong collaboration skills to successfully work in a team environment.
- Must possess a high level of professionalism and interpersonal skills so as to be able to work well with employees at all levels within the organization and maintain all information in the strictest of confidence. Required to use tact and diplomacy when dealing with others.
- Must have ability to read, write and communicate fluent English; ability to compose documents in the appropriate business style using correct grammar and spelling; ability to communicate clearly using proper grammar and diction over the telephone.
- Must possess attention to detail, ability to balance multiple projects and have strong time management skills.
- Must have ability to process routine daily functions while being able to resolve sensitive issues and complex assignments utilizing above average critical thinking skills.
- Must have ability to collect information through communication, questioning and interviewing techniques.
- Ability to travel as required.
Experience and Education Qualifications
- Minimum high school diploma or equivalent required. An Associate degree is preferred.
- At least three years of previous experience as a Collections Specialist or similar role in a professional office environment required.
- Proficient in Microsoft Office, particularly Excel, and other database management tools required.