Account Representative Collections Specialist- San Antonio

Position Overview The Account Representative at the Law Office of Bryan Fagan is the primary point of contact for existing clients, responsible for ensuring high engagement, satisfaction, and retention. The role requires a proactive approach to client relationship management, including regular communication, conflict resolution, upsell opportunities, and cross‑functional collaboration to meet client needs. A critical focus is on ensuring contract compliance, financial accountability, and full transparency during key legal milestones. Department: Billing Employment Type: Full Time Location: San Antonio Reporting To: Mollie Levar Key Responsibilities Client Relationship Management Serve as the dedicated liaison for active clients throughout the lifecycle of their case or engagement. Build and maintain strong relationships with clients by offering support, solutions, and timely updates. Conduct scheduled check-ins to assess client satisfaction and address concerns proactively. Meet with clients at designated stages of their case—such as mediations, depositions, arbitrations, and trial—to ensure transparency, preparedness, and understanding of both legal and financial expectations. Engage in heavy client communication using multiple channels, including verbal (calls and meetings), written (emails, letters), and texting, using platforms like Clio, client portals, and secure messaging tools. Account Oversight & Communication Monitor all assigned client accounts to ensure legal service delivery is on track. Maintain and update financial information and case milestones across various platforms, including Clio, Google Sheets, and internal systems. Ensure accurate documentation of all client interactions in CRM and case management systems. Maintain high client engagement through personalized communication, case status updates, and milestone celebrations. Requirements 2+ years of experience in customer service, client success, or account management (preferably handling collection/client relations in legal, financial, or professional services) Strong verbal and written communication skills across phone, email, and text platforms Proficient in CRM and productivity tools including Clio, Google Sheets, and internal case management platforms Demonstrated ability to manage multiple accounts and prioritize effectively Proficient in Excel Benefits 401(k) Dental insurance Health insurance Life insurance Vision insurance Schedule 8 hour shift 40-hour work week Weekends as needed Equal Opportunity Statement We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued. #J-18808-Ljbffr