Customer Service Representative, Collections Experience

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Initiate outbound calls to overdue clients from the designated account list and document every interaction in Filevine on the same day.

• Process incoming and outgoing phone payments using approved methods, confirm receipt, and record payments in both Filevine and Invoiced.

• Track all payments in the daily payment log prior to the end of business hours.

• Continuously update the overdue client list in real-time, monitoring contacts, payments, promises to pay, and resolved accounts.

• Oversee client accounts by preparing contracts, applying payments, establishing and maintaining payment plans, processing payment arrangements, and ensuring account records are up to date.

• Respond to general inbound calls from current clients, triage and resolve issues whenever possible, direct out-of-scope matters, and maintain an answer rate of 80% or higher.

• Negotiate debt recovery amounts and facilitate prompt payment collection.

• Address client account concerns professionally and communicate effectively.

• Report collection activities daily and contribute to team debt-recovery strategies.

• Process refunds and offboard clients in accordance with company procedures when assigned.

• Adhere to company policies, procedures, and client communication standards.

⛳️ Requirements

• Outstanding customer service, communication, and interpersonal skills.

• Capability to handle sensitive financial discussions in a professional manner.

• Comprehensive understanding of company fees and payment systems, including Invoiced and Filevine.

• Keen attention to detail and a commitment to documenting information on the same day.

• Precision in recordkeeping.

• Ability to perform under pressure, prioritize competing tasks, and meet daily deadlines.

• Excellent time management skills.

• Capability to work independently as well as collaboratively within a team.

• Proficiency in managing multiple tasks simultaneously without compromising accuracy.

• Dependable high-speed internet connection.

• Reliable computer, headset, microphone, and video camera.

• Experience in collections.

🏝️ Benefits

• Work remotely.

• Reliable high-speed internet, computer, headset, microphone, and video camera are required for this contracted remote position.