[Hiring] Client Accounts Specialist @Divorce with a Plan

Role Description

Divorce With A Plan is seeking an experienced, results-driven Client Accounts Specialist to take ownership of client accounts receivable, collections, and trust replenishment activities. This is not a traditional billing or invoice-processing position. It is a client-facing financial role that combines:

• Professional collections expertise
• Relationship management
• Problem-solving
• Proactive account oversight

Clients are navigating one of the most challenging transitions of their lives. They are making significant financial decisions while managing the emotional, personal, and legal demands of divorce. We need someone who can approach those conversations with empathy and professionalism while remaining confident, persistent, and accountable for collecting outstanding balances.

You will be responsible for:

• Maintaining consistent communication with clients
• Monitoring account activity
• Securing payment commitments
• Establishing realistic payment arrangements
• Protecting the firm's cash flow
• Working closely with attorneys and internal teams to resolve account concerns
• Ensuring clients understand their financial responsibilities

The ideal candidate knows how to collect money without damaging relationships and is comfortable having difficult financial conversations, making consistent outbound calls, negotiating payment arrangements, and taking ownership of an account until the matter is resolved.

Qualifications

• Three or more years of progressively responsible experience in collections, accounts receivable, credit and collections, or financial account management.
• Demonstrated experience personally conducting outbound collection calls and securing payment commitments.
• Experience managing a substantial portfolio of customer or client accounts.
• Proven ability to negotiate payment arrangements and address delinquent accounts professionally and persistently.
• Confidence discussing outstanding balances, financial obligations, and payment expectations with customers or clients.
• Excellent verbal communication skills, including the ability to navigate difficult or emotionally charged conversations.
• Strong written communication and documentation skills.
• Ability to independently prioritize accounts, manage follow-up deadlines, and take ownership of unresolved issues.
• Strong organizational skills and attention to detail.
• Proficiency with Microsoft Office or Google Workspace and experience using CRM, accounting, or financial management software.
• Ability to work Eastern Time business hours.

Requirements

• Collections or accounts receivable experience in a law firm, legal services, or other professional services environment.
• Familiarity with law firm billing practices, trust accounting, and evergreen retainer arrangements.
• Experience using Clio Manage, LawPay, or comparable legal practice management and payment platforms.
• Experience reviewing legal invoices, time entries, account statements, and payment histories.
• Familiarity with applicable federal and state collection requirements and professional standards.
• Bilingual in English/Spanish.

What You Will Do

• Own Client Accounts and Accounts Receivable
• Monitor accounts receivable aging reports and client account balances daily.
• Manage a portfolio of approximately 100–150 active client accounts, identifying delinquent, high-risk, and overdue balances.
• Prioritize collection activity based on account status, outstanding balances, payment history, and upcoming case events.
• Maintain consistent follow-up with clients who have outstanding balances or have committed to future payments.
• Identify potential collection concerns early and take appropriate action before accounts become significantly delinquent.
• Maintain accurate records of collection activity, payment commitments, and account status in Clio.
• Lead Proactive Client Collection Efforts
• Conduct approximately 15–20 outbound calls daily, with additional client conversations as needed.
• Contact clients by phone, email, and text to address outstanding balances, missed payments, and trust replenishment needs.
• Initiate collection conversations promptly and consistently rather than relying exclusively on written reminders.
• Clearly communicate outstanding amounts, payment expectations, and applicable deadlines.
• Follow up on broken payment commitments and missed payment arrangements.
• Send payment links and written confirmations promptly following payment commitments.
• Maintain a professional, persistent, and solutions-oriented approach throughout the collection process.
• Negotiate Payment Arrangements
• Work directly with clients to establish realistic, structured payment arrangements.
• Evaluate proposed payment schedules against firm policies and established approval authority.
• Secure specific commitments regarding payment amounts and dates.
• Monitor payment arrangements and follow up immediately when commitments are not honored.
• Identify payment obstacles and explore appropriate solutions within firm policy.
• Escalate requests for exceptions, settlements, adjustments, or other arrangements requiring management approval.
• Manage Trust Replenishment and Account Funding
• Monitor client trust balances and identify matters approaching established replenishment thresholds.
• Communicate with clients about replenishment requirements, outstanding balances, and anticipated financial needs.
• Contact clients before sending replenishment requests whenever practicable.
• Coordinate with attorneys regarding upcoming hearings, mediations, trials, and other significant case events that may affect anticipated legal fees.
• Flag matters requiring replenishment or immediate attention to the responsible attorney.
• Explain the distinction between funds held in trust, fees earned and billed, and amounts that must be replenished.
• Document all replenishment communications and follow-up activity in Clio.
• Resolve Account Questions and Billing Disputes
• Respond professionally to client questions about invoices, balances, payments, and account activity.
• Review invoices, time entries, payment history, and matter notes before escalating billing concerns.
• Research payment discrepancies, unapplied payments, credits, and other account issues.
• Coordinate with billing personnel and attorneys to investigate and resolve disputes.
• Prepare written summaries of unresolved concerns, including relevant findings and recommended next steps.
• Route legal questions and matters involving legal strategy to the responsible attorney.
• Escalate complaints involving allegations of misconduct, fraud, threatened legal action, or potential bar grievances to firm leadership promptly.
• Ensure clients receive timely updates and that outstanding concerns are followed through to resolution.
• Maintain Documentation and Reporting
• Document every meaningful client communication, payment commitment, collection attempt, and account resolution in Clio.
• Maintain accurate and current account notes, including dates, amounts, commitments, and follow-up requirements.
• Send payment reminders, past-due notices, and other approved correspondence according to established procedures.
• Maintain collection activity trackers and ensure all assigned accounts have appropriate next steps.
• Prepare weekly reports addressing collection activity, outstanding balances, payment arrangements, delinquent accounts, and unresolved issues.
• Monitor collection trends and recommend improvements to account management and collection procedures.

Who Will Thrive in This Role?

You will be successful in this position if:

• You are comfortable making outbound calls and do not avoid conversations about money.
• You understand that collecting an outstanding balance requires persistence, preparation, and follow-through.
• You can be empathetic without being hesitant to ask for payment.
• You know how to listen to a client's concerns, identify the underlying issue, and move the conversation toward a resolution.
• You can remain calm and professional when a client is frustrated, upset, or unwilling to pay.
• You are proactive. You do not wait for someone to tell you which accounts need attention.
• You are accountable for your results and take ownership of an account until the next action is completed.
• You understand the importance of maintaining client relationships while protecting the financial interests of the firm.

What This Position Is Not

• It is not a traditional billing production role. You will not be primarily responsible for preparing or generating invoices.
• It is not a back-office accounting position with limited client interaction.
• It is not a role for someone who is uncomfortable making collection calls or addressing overdue balances.
• It is not a position where payment reminders are sent without meaningful follow-up.
• It is not a role where difficult account issues are routinely passed to someone else without first investigating the circumstances.