Collections & Client Relations Systems Specialist

Collections & Client Relations Systems Specialist

As a member of the Finance Department, the Collections & Client Relations Systems Specialist provides advanced collections support while serving as a primary resource for the firm's collections technology, client billing platforms, reporting tools, and related processes. This position partners with Collections, Billing, Financial Systems, and attorneys to optimize collections workflows, support technology initiatives, enhance reporting capabilities, and assist with client e-billing requirements.

Collections Systems & Technology Support

Update collection notes in collections software and related systems on a timely basis. Serve as the primary resource for the collections team regarding collections software, reporting tools, and technology-related questions. Identify system issues requiring escalation to internal support teams or third-party vendors and assist with resolution efforts. Work in conjunction with the Financial Systems Manager and Senior Enterprise Applications Engineer to assist with system-related requests, data validation, testing, and implementation of process improvements. Coordinate and participate in meetings with software vendors, internal stakeholders, and project teams regarding collections technology initiatives. Collaborate with leadership to maintain and enhance collections technology, including:

• User profiles and security access
• Workflow and notification templates
• Reporting and dashboard development
• Process automation opportunities
• Testing and implementation of system enhancements
• Evaluation of new functionality and best practices across collections platforms

Review account portfolios and collections data to identify trends, delinquent receivables, and opportunities for process improvement.

E-Billing & Client Billing Support

Assist with the review and analysis of e-billed invoices to identify submission issues, rejections, deductions, and payment delays. Serve as a resource to Collections, Billing, and Client Relations staff regarding client e-billing portals and invoice status tracking. Provide guidance and training to team members on navigating various e-billing platforms and researching invoice activity. Utilize reporting tools, including BillBlast and similar applications, to analyze invoice status, rejection trends, payment activity, and client-specific billing requirements. Collaborate with Billing and Collections teams to resolve e-billing issues that may impact collections efforts. Assist in the development and documentation of best practices related to electronic billing systems and client billing compliance requirements.

Collections & Client Relations

Provide guidance and support to Collections/Client Relations team members on collection strategies, processes, system usage, and client-related matters. Proactively identify collection risks, account issues, and delinquency trends, and recommend appropriate solutions. Partner with attorneys and internal stakeholders to maximize collection efforts and resolve outstanding accounts in accordance with firm policies and procedures. Maintain effective communication with clients and respond to inquiries regarding invoices, account balances, payment activity, and collection matters. Research and resolve account discrepancies, including short payments, unapplied payments, duplicate payments, billing concerns, and other payment-related issues. Serve as a liaison between clients, attorneys, Billing, Payment Applications, and other internal departments to facilitate timely issue resolution. Manage collection follow-up activities, monitor payment arrangements, and coordinate approved adjustments, discounts, and write-off requests. Prepare and submit approved write-offs and maintain supporting documentation resulting from collection review meetings. Develop and maintain positive working relationships with both internal and external clients while delivering a high level of customer service.

Qualifications (Knowledge, Skills & Abilities): Education: Bachelor's degree in business, accounting or related field or equivalent years of work experience required. Experience: Minimum five years of experience with collections software, e-billing platforms, customer relationship management systems, or other financial technology applications preferred. Experience with 3E, BillBlast, and/or e-billing vendor portals preferred. Knowledge, Skills, & Abilities: Strong analytical and problem-solving skills with exceptional attention to detail. Advanced proficiency in Microsoft Excel, including pivot tables, lookups, and data analysis. Demonstrated ability to analyze collection and billing data and present findings to management. Strong understanding of electronic billing processes, invoice lifecycle management, and client billing requirements preferred. Ability to train and support users on various collections and e-billing systems. Exceptional oral and written communication and client service skills. Ability to prioritize and manage multiple projects in a fast-paced environment. Professional demeanor and ability to maintain confidentiality. Ability to work both independently and collaboratively across multiple departments.

Work Environment & Physical Demands: This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Requirements Sedentary work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects up to 10 pounds. Work involves sitting most of the time. Walking and standing is often necessary in carrying out job duties.