Customer Service Representative (Collections experience)

New Frontier Immigration Law; Argentina; Remote; ARS 15,212,000 - 18,593,000; Full time

Job summary

New Frontier Immigration Law is seeking a Customer Service Representative to join the Collections Team. This fully remote role handles overdue client accounts, processes payments, and maintains accurate records with a client-centered approach.

Responsibilities include outbound collections calls, payment processing, and real-time account updates. The candidate must communicate professionally, manage deadlines, and contribute to debt-recovery strategies while ensuring high-quality client service.

Qualifications

• Excellent customer service and communication skills for handling sensitive financial conversations.
• Strong attention to detail and accurate, same-day documentation.
• Ability to manage priorities, work under pressure, and meet daily deadlines.
• Experience with payment systems and client accounts management.

Responsibilities

• Make outbound calls to overdue clients and document outcomes the same day.
• Process phone payments and confirm receipts in systems.
• Log payments in the daily tracker and prevent missed entries.
• Update overdue lists in real time with contacts, payments, and promises to pay.
• Prepare contracts, set up payment plans, and maintain account records.
• Answer inbound calls, triage issues, and route when out of scope.
• Negotiate debt recovery amounts and pursue timely payment collection.
• Resolve client account concerns with clear, professional communication.
• Report daily activity and contribute to debt recovery strategies.
• Process refunds and offboard clients per procedures when assigned.
• Comply with company policies and client communication standards.

Skills

Customer service

Communication

Attention to detail

Time management

Independence

Tools

Invoiced

Filevine

Job description

Why Apply to New Frontier Immigration Law

Our mid-sized law firm in Phoenix, AZ is committed to humanitarian-based immigration and finding innovative solutions for seemingly impossible problems.

Role Objective

The Customer Service Representative works on the Collections 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.

Employment Details

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

Compensation

$900 - $1,100 USD Monthly DOE Salary: $900 - $1,100 USD