Collections & Billing Specialist

Collections & Billing Specialist Reports To: Collections Manager Overview At The Law Firm of Moumita Rahman, PLLC, we are committed to responsibility in achieving the best outcomes for our clients. We uphold the highest standards of integrity, treating all individuals with respect and fairness. We prioritize open, honest, and clear communication, providing clients with the information they need when they need it. We are dedicated to delivering honest, ethical, and trustworthy legal services with transparency in all our interactions. Position Overview The Collections & Billing Specialist plays a critical role in ensuring accurate client billing, timely payment tracking, and effective follow-up on overdue accounts. This role supports the financial health of the firm while maintaining a client-centered approach in all communications. The ideal candidate is detail-oriented, tech-savvy, emotionally intelligent, and experienced in both collections strategy and client retention. This position requires someone who can not only manage accounts receivable, but also actively help improve collection systems and retain clients who may be considering canceling or withdrawing from representation. The specialist must be comfortable discussing sensitive financial matters with professionalism, empathy, and confidence while helping clients understand the value of continuing their legal representation with the firm. ________________________________________ Key Responsibilities Billing & Payment Tracking • Generate client invoices after the Welcome Call and ensure timely delivery via MyCase. • Set up and manage installment plans, including autopay configurations and invoice sharing. • Track all payments received and reconcile with expected installment schedules. • Monitor delinquent accounts and ensure accurate documentation of balances and payment histories. ________________________________________ Collections & Follow-Up • Communicate with clients via phone, email, and internal platforms to follow up on missed payments or payment promises. • Log all collection activities, including payment promises and follow-up attempts, using the firm’s CRM. • Send appropriate letters (e.g., warning or termination notices) using firm-approved templates and workflows. • Develop and implement effective collection strategies to improve payment recovery and reduce account delinquency. • Identify trends or recurring issues within payment processes and recommend system improvements to leadership. ________________________________________ Client Retention & Escalation Management • Assist in retaining clients who may be considering canceling, withdrawing, or discontinuing services. • Handle difficult or escalated client conversations with professionalism, empathy, and confidence. • Help clients understand the value of continuing legal representation and guide conversations toward solutions and retention whenever possible. • Work collaboratively with legal and customer service teams to ensure clients receive accurate information and support. ________________________________________ Client Communication • Maintain a respectful and compassionate tone while holding firm on payment expectations. • Explain billing policies and payment arrangements clearly to clients who may be experiencing financial difficulties. • Coordinate with other departments (e.g., legal, customer service) for holistic client support and accurate updates. ________________________________________ Preferred Qualifications & Skills • Previous experience in collections, billing, accounts receivable, or payment recovery required. • Strong collections strategy experience and ability to improve or develop internal collection systems/processes. • Proven client retention and de-escalation skills. • Excellent verbal and written communication skills. • Ability to manage sensitive conversations with professionalism and emotional intelligence. • Highly organized and detail-oriented. • Comfortable working in a fast-paced environment with high-volume client communication. • Bilingual (English/Spanish) strongly preferred. • Passion for client service and interest in immigration law and social justice. • Self-starter who collaborates well with others and takes initiative in solving problems.