Digital Customer Service Representative

Job Description

Job Description

About Us:
Stenger & Stenger, founded in 1994 in Grand Rapids, MI, is a fast-growing, dynamic law firm specializing in creditors’ rights across 12 states. Our mission is to provide the highest quality legal services while ensuring fair and compassionate resolutions for consumers. Our success is driven by the highly effective use of legal remedies by dedicated and motivated team members. The firm offers a friendly, fast-paced work environment and is committed to facilitating professional growth for top talent in our collaborative, supportive, and technology-driven workplace. Our vision of setting the bar together through compliant, effective legal collections is done through our core values of:

• Hard Work
• Innovation
• Teamwork
• Performance
• Excellence 

Position Overview:

We are seeking a detail-oriented and professional Digital Customer Service Representative to monitor, review, and respond to incoming consumer emails. The ideal candidate will have strong written communication skills and the ability to follow legal and compliance guidelines when responding to inquiries related to outstanding accounts.

Key Responsibilities:

• Regularly monitor and respond to a high volume of inbound emails promptly and professionally.
• Ability to interpret detailed account information, including but not limited to: legal status of a case, financial information, and internal notes.
• Deliver precise and clear information regarding settlement offers, payment arrangements, required documentation, and general inquiries.
• Guarantee all written communication strictly adheres to federal and state law, internal firm policies, and all applicable legal standards.
• Recognize and appropriately escalate complex cases, disputes, or issues requiring the attention of higher management or an attorney to ensure prompt and appropriate resolution.
• Create and maintain detailed, accurate logs of all communications and actions taken.
• Work closely with internal departments, including Legal/Attorney staff, Collections, Compliance, and Client Services, to obtain efficient resolutions.

Required Qualifications:

• Optional: Associate or bachelor’s degree in communications, marketing, legal or a related field.
• Previous experience in customer service, legal office, or related professional field is strongly preferred.
• Demonstrate excellent written communication and professional customer service skills.
• Strong attention to detail and proven ability to follow structured communication and compliance guidelines meticulously.
• Proficiency in using computer systems, including comfort and familiarity with email platforms and CRM/case management software tools.
• A consistent ability to maintain professionalism and exhibit empathy in all communications, particularly during challenging interactions.

Preferred Qualifications:

• Experience working in a debt collection agency or a legal services environment.
• Familiarity with compliance requirements and best practices related to consumer communications.
• An understanding of Federal law related to debt collection.