Job Title: COLLECTIONS SPECIALIST
Reports to: Executive Director
SUMMARY: It is the primary responsibility of the Collections Specialist to ensure that the Firm's investment in accounts receivable is protected while preserving and strengthening client relations. This position will actively execute and/or supervise the collection process. Maintains contact with attorneys, staff, vendors and clients and observes confidentiality of client and firm matters.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Supports collection efforts for approximately 300 accounts through goal-setting, metrics monitoring, and call quality reviews. Monitors accounts' past due status and aging to determine any necessary collection, corrective or adjustment action. Personally involved in collection efforts for difficult situations and interacts with clients, attorneys, adjusters, etc., to determine proper course of action.
- Develop and maintain technical knowledge of collection processes in order to efficiently and effectively work assigned accounts
- Learn and stay abreast of the Fair Debt Collection Practices Act (FDCPA) rules and guidelines.
- Responsible for meeting assigned collection goals by communicating with clients and/or adjusters by telephone, email and approved written correspondence to attempt to bring resolution to unpaid accounts.
- Negotiate timely settlements of collection accounts.
- Provide thorough, efficient, and accurate account updates on computer files for each encounter (call, email, etc.) made or received.
- Facilitates and/or creates employee training, including training delivery and creation of policy interpretations and procedural and business practice documentation.
- Reviews, revises and documents policies and procedures, making improvements when necessary to streamline operations, create efficiencies, and improve internal controls.
- Audits procedures and policies to ensure compliance with Firm directives.
- Facilitates resolution of client billing issues related to collections.
- Communicates extensively with the billing team, peers, and management in performance of duties.
- Use effective verbal skills and communication techniques to manage calls in a professional and compliant manner.
- Display a courteous and professional manner when communicating the details of the account and the plan to resolve the debt.
- Work with minimum supervision while adhering to Firm policies and meeting collection goals. Performs ad hoc reporting/research on an as needed basis for management.
- Meet/exceed daily, weekly, monthly performance goals
- Prepares monthly and periodic reports for management as required.
- Perform other duties/projects as assigned by management from time to time
KNOWLEDGE SKILLS AND ABILITIES REQUIRED:
- Ability to actively listen and comprehend instruction;
- Excellent organizational, verbal, written communication and interpersonal skills;
- Ability to manage one's own time and the time of others;
- Demonstrated problem-solving and strategic thinking ability;
- Team player with strong client services commitment and ability to successfully work in fast-paced environment;
- Able to multi-task, set priorities and deliver quality results.
- Unimpeded repetitive movement of hands and fingers - filing, typing and/or writing.
- Frequent standing, walking, stooping, kneeling or crouching.
- Able to reach with hands and arms, push, pull and lift items up to 25 pounds.
- Ability to communicate in a way that those present and in remote locations can clearly understand.
- Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
- Normal office environment with little exposure to excessive noise, dust, temperature and the like.
PREFERRED QUALIFICATIONS AND PRIOR EXPERIENCE:
- Associate's degree preferred, and at least two or more years of job related experience.
- 5 + years management experience, including planning, coordinating and directing the work of others.
- 2+ years A/R, preferably collection supervisor experience.
- Requires thorough knowledge of credit and collections, billing functions, invoicing, accounts receivable and customer service principles, practices and regulations.
- Intermediate skills in Excel and Word.
- Knowledge of automated billing and collections systems.
- Must possess strong analytical skills, including the ability to analyze defined productivity
- Must have excellent leadership, communication and customer service skills.
- Must be able to work independently, prioritize workloads and adjust schedule accordingly.
- Strong written and verbal communication and interpersonal skills required.
- Ability to write reports, business correspondence, and procedural manuals. Ability to effectively present information and respond to questions from attorneys, managers, clients, and others.
ABOUT THE FIRM:
Laughlin, Falbo, Levy & Moresi LLP - A Force in Workers' Compensation since 1985. As the largest firm in California specializing in Workers' Compensation Defense, our goal is to provide the highest quality legal representation available to each of our clients with 11 offices throughout California, and over 140 attorneys statewide.
Equal Employment Opportunity
Laughlin, Falbo, Levy & Moresi LLP is committed to providing equal opportunity based on individual merit in all employment practices, including, but not limited to, hiring, placement, promotion, disciplinary action, lay off, recall, transfer, leave of absence, compensation and training to all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, national origin, ancestry, citizenship status, marital status, veteran status, pregnancy, age, medical condition (cancer related), disability or any other protected status in accordance with the requirements of all federal, state and local laws.
All complaints of discrimination on the basis of any protected category will be promptly and objectively investigated. If appropriate, remedial measures will be taken.
Americans With Disabilities Act
Discrimination and/or harassment on the basis of disability against an applicant or an employee who is a qualified individual with a disability, by a supervisor, management employee, or co-worker, is not condoned and will not be tolerated. This policy applies to the job application process and to all employment practices, including, but not limited to, hiring, placement, promotion, disciplinary action, layoff, recall, transfer, leave of absence, compensation and training.
When appropriate, reasonable, accommodation will be provided to applicants and/or employees who are qualified individuals with disabilities.
All complaints of discrimination and/or harassment on the basis of disability will be promptly and objectively investigated. If appropriate, remedial measures will be taken.