Senior Client Accounts Specialist

General Description

We are seeking a Senior Client Accounts Specialist to join our team. This is an exciting opportunity to work in a dynamic and fast-paced environment and contribute to the growth and success of our firm. The Senior Client Accounts Specialist plays a pivotal role in managing client relations and optimizing collection processes to ensure maximum realization of assigned accounts. This position requires a seasoned professional with a strong background in client account management, customer service and financial analysis, ideally within the legal or other professional services environment. The Senior Client Accounts Specialist is well-versed in legal collection practices across various client industries and is an excellent communicator who confidently possesses the ability to negotiate with debtors on behalf of the firm.

Key Responsibilities And Essential Job Functions

• Serve as a primary liaison between billing attorneys, clients, and internal stakeholders to expedite resolution of client non-payment issues and enhance collection efficiency.
• Manage assigned portfolios of attorneys and accounts including oversight of high-dollar inventory, account analysis, collections guidance, and ensuring timely resolution of aged invoices, credit balances, and unbilled inventory.
• Proactively communicate with attorneys, practice assistants and clients via email, phone, and mail to address payment delinquencies and negotiate payment plans where necessary including monitoring of adherence by the client.
• Respond promptly and accurately to collection inquiries from attorneys, practice assistants, and firm leadership, maintaining a high level of customer service and professionalism.
• Generate and present detailed reports to firm leadership on delinquent accounts, highlighting at-risk inventory and proposing strategic solutions for improvement.
• Demonstrate high levels of customer service to the firm's clients, attorneys, leadership and staff, as well as advocate a culture towards timely billing, collections, and adherence to the terms of engagement or outside counsel guidelines.
• Actively participate with cross-functional teams to identify and implement process improvements aimed at enhancing collection effectiveness and operational efficiency.
• Assist with the training of new team members, as needed.
• Special projects and duties as assigned.

Required Skills

• High level of organizational skills, with the ability to prioritize tasks, manage multiple assignments simultaneously, and meet deadlines in a fast-paced environment.
• Strong proficiency in the Microsoft Office suite, with advanced Excel skills for data analysis and reporting, including VLOOKUP, XLOOKUP, and pivot tables.
• Excellent communication skills, both verbal and written, with a track record of effectively communicating with attorneys, clients, and internal stakeholders.

Required Qualifications & Education

• Minimum 5-7 years of progressive experience in legal collections, client relations, and account management, preferably within a law firm or legal department environment.
• Optional advancement from internal Client Accounts Specialist role with less than 5 years’ experience.
• Demonstrated ability to manage complex accounts and handle sensitive client interactions with diplomacy and tact.
• Self-motivated individual with a strong work ethic and a commitment to maintaining confidentiality and ethical standards.
• Prominent track record of collaborating effectively with peers and management to achieve common goals.
• In-depth knowledge of accounting principles and financial processes, including billing and collections preferably within a legal context.

Preferred Qualifications & Education

• Bachelor’s degree in Business Administration, Finance, or a related field preferred, or equivalent combination of education and relevant work experience.
• Advanced understanding of legal eBilling Platforms (i.e. BillBlast, etc.).

Benefits

Comprehensive medical (PPO and HDHPs), dental and vision plans including coverage for domestic partners; life and AD&D insurance; short and long term disability insurance; tax-advantaged accounts for health care expenses, including FSAs and HSAs; FSAs for dependent care; health advocacy services; behavioral health and counseling resources for all family members; 401(k); profit sharing; backup dependent care; senior care planning support; resources for individuals with development disabilities and their caregivers; and paid holidays and other paid time off, including paid leave for new parents.