What are the responsibilities and job description for the Account Representative Collections Specialist position at Law Office of Bryan Fagan?
Department: Billing
Employment Type: Full Time
Location: San Antonio
Reporting To: Mollie Levar
Description
The Account Representative at the Law Office of Bryan Fagan is the primary point of contact for existing clients and is responsible for ensuring high levels of engagement, satisfaction, and retention. This role demands a proactive approach to client relationship management, including regular communication, conflict resolution, upsell opportunities, and cross-functional collaboration to meet client needs. A critical focus includes ensuring contract compliance, financial accountability, and full transparency with clients during key legal milestones. An outstanding candidate will demonstrate excellent communication skills and a knack for working with numbers.
Focus on the Strategy, Not the Search.
The Law Office of Bryan Fagan is a firm that excels in family, estate planning & probate, and criminal law matters. We have (14) offices in Texas: (2) offices in Houston (Corporate and The Heights,) and (1) office in Abilene, Atascocita, Humble, Kingwood, The Woodlands, Austin, Dallas, San Antonio, El Paso, Fort Worth, Richmond and Galveston.
Key Responsibilities
Client Relationship Management
Account Representative/Collections (Billing Department) Requirements
We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued.
Employment Type: Full Time
Location: San Antonio
Reporting To: Mollie Levar
Description
The Account Representative at the Law Office of Bryan Fagan is the primary point of contact for existing clients and is responsible for ensuring high levels of engagement, satisfaction, and retention. This role demands a proactive approach to client relationship management, including regular communication, conflict resolution, upsell opportunities, and cross-functional collaboration to meet client needs. A critical focus includes ensuring contract compliance, financial accountability, and full transparency with clients during key legal milestones. An outstanding candidate will demonstrate excellent communication skills and a knack for working with numbers.
Focus on the Strategy, Not the Search.
The Law Office of Bryan Fagan is a firm that excels in family, estate planning & probate, and criminal law matters. We have (14) offices in Texas: (2) offices in Houston (Corporate and The Heights,) and (1) office in Abilene, Atascocita, Humble, Kingwood, The Woodlands, Austin, Dallas, San Antonio, El Paso, Fort Worth, Richmond and Galveston.
Key Responsibilities
Client Relationship Management
- Serve as the dedicated liaison for active clients throughout the lifecycle of their case or engagement.
- Build and maintain strong relationships with clients by offering support, solutions, and timely updates.
- Conduct scheduled check-ins to assess client satisfaction and address concerns proactively.
- Meet with clients at designated stages of their case—such as mediations, depositions, arbitrations, and trial—to ensure transparency, preparedness, and understanding of both legal and financial expectations.
- Engage in heavy client communication using multiple channels, including verbal (calls and meetings), written (emails, letters), and texting, using platforms like Clio, client portals, and secure messaging tools.
- Monitor all assigned client accounts to ensure legal service delivery is on track.
- Maintain and update financial information and case milestones across various platforms, including Clio, Google Sheets, and internal systems.
- Ensure accurate documentation of all client interactions in CRM and case management systems.
- Maintain high client engagement through personalized communication, case status updates, and milestone celebrations.
Account Representative/Collections (Billing Department) Requirements
- 2 years of experience in customer service, client success, or account management (preferably handling collection/client relations in legal, financial, or professional services)
- Strong verbal and written communication skills across phone, email, and text platforms
- Proficient in CRM and productivity tools including Clio, Google Sheets, and internal case management platforms
- Demonstrated ability to manage multiple accounts and prioritize effectively
- Proficient in Excel
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Vision insurance
- 8 hour shift
- 40-hour work week
- Weekends as needed
We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued.