Client Accounts Specialist 1

About the role

We are passionate about what we do, the services we provide, and the clients we serve. If you're looking for an opportunity to join a company that values collaboration, innovation, and dedication, we're the right place for you. The Client Accounts Specialist 1 partners with the case management team in multiple Resolution Centers to support clients and neutrals with high-level service, while maintaining adherence to business policies and procedures. This role requires critical thinking to resolve collection, cash application, and billing issues with professionalism, attention to detail, and a commitment to delivering excellent client service. Additionally, it maintains ownership of billing and collection portfolios while performing all tasks accurately and with an appropriate sense of urgency.

Responsibilities

• Processes high-volume billing and partners with case management team on billing allocations and special arrangements.
• Ensures accuracy in billing by verifying contract terms, rates, and supporting documentation.
• Analyzes complex billing disputes and utilizes critical thinking when negotiating balances.
• Proposes payment arrangements, resolves accounts to meet business requirements, and preserves client relationships.
• Manages an assigned portfolio of client accounts using appropriate collection techniques to reduce delinquency.
• Collaborates with case managers on client disputes, providing strategies and solutions to resolve issues efficiently and effectively.
• Develops knowledge of case management and operational protocols to ensure transactional functions are handled timely and efficiently.
• Conducts conference calls with clients to resolve issues and maintain a positive client experience.
• Evaluates collection activity and makes a determination when all collection efforts have been exhausted.
• Follows write-off protocols, including final communications with clients.
• Prepares documents for agency consideration.
• Coordinates with Resolution Centers to meet monthly deadlines.
• Collaborates with clients on third-party portals to ensure timely payments.
• Handles client requests for copies of invoices, statements, and tax forms.
• Partners with colleagues to resolve customer disputes.
• Other duties as assigned within a similar scope.

Qualifications

• Associate's Degree in Business Administration, Professional Sales, or related discipline.
• Preferred: 3-5 years of working in accounts receivable, billing, and collections.
• Required: 3-5 years of working in a client service role/strong client orientation.
• Required: 3-5 years of working in legal industry or attorney interface skills.
• Plus: Proficient in Microsoft Office programs. (Preferred proficiency)
• Computer skills in MS Word and MS Excel reporting as well as 10-key by touch, and a typing speed of 50 wpm. (Preferred proficiency)
• Proficient basic math skills. (Preferred proficiency)
• Proficient in NetSuite. (Plus proficiency)
• Understanding of Alternative Dispute Resolution (ADR) processes and procedures. (Plus proficiency)