Customer Service Representative (Collections experience)

Why Apply to New Frontier Immigration Law.

Join the New Frontier Immigration Law team and help change the lives of 1 million undocumented immigrants in the USA. Our mid-sized law firm in Phoenix, AZ is committed to humanitarian-based immigration and finding innovative solutions for seemingly impossible problems.  

Are you ready to join one of the fastest-growing law firms in the US, where incredible opportunities await? Here, we don’t just offer a job: we provide an environment that challenges you to become the best version of yourself. 

• Learn more about New Frontier Immigration  here.   
• Learn more about our CEO/Founder Hillary here. 
• Learn more about our Core Values here.

Role Objective 

The Customer Service Representative works on the Client Experience Team and is responsible for managing overdue client accounts through a client-centered approach making proactive outbound contact, processing payments, maintaining accurate records, and providing responsive inbound support. This role balances collections effectiveness with exceptional client service, ensuring every interaction reflects the firm's commitment to professionalism and accountability. 

Responsibilities/Duties 

• Make outbound calls to overdue clients from the assigned account list - document the outcome of every contact in Filevine same day, without exception. 

• Process phone payments for inbound and outbound payment calls - collect via approved methods, confirm receipt, and document in both Filevine and Invoiced. 

• Log all payments in the daily payment tracker before end of business - zero missed entries. 

• Update the overdue client list in real time - tracking contacts made, payments received, promises to pay, and resolved accounts. 

• Manage client accounts by preparing contracts, applying payments accurately, setting up and maintaining payment plans, processing payment arrangements, and keeping account records current. 

• Answer general inbound calls from existing clients - triage and resolve where possible, route when out of scope, and maintain a target answer rate of 80% or higher. 

• Negotiate debt recovery amounts and take measures to support timely payment collection. 

• Resolve client account concerns with professionalism and clear communication throughout. 

• Report collection activity daily and contribute to team strategies for debt recovery. 

• Process refunds and offboard clients following company procedures when assigned. 

• Comply with all company policies, procedures, and client communication standards. 

Requirements 

• Excellent customer service, communication, and interpersonal skills - able to handle sensitive financial conversations professionally. 

• Solid understanding of company fees and payment systems, including Invoiced and Filevine. 

• Strong attention to detail and commitment to same-day documentation - accuracy in recordkeeping is non-negotiable. 

• Ability to work under pressure, manage competing priorities, and meet daily deadlines. 

• Strong time management skills and ability to work independently or as part of a team. 

• Ability to manage and handle multiple tasks simultaneously without loss of accuracy. 

This is contracted remote position and requires reliable high-speed internet, a reliable computer, headset, microphone, and video camera

Compensation

$18,000 - $20,000 MXN Monthly DOE