Experienced Customer Service Representative – Collections & Client Relations Specialist at brighthush

About brighthush

brighthush is a forward‑thinking, mid‑size law firm based in Phoenix, AZ, dedicated to humanitarian immigration solutions. With a mission to empower and protect the rights of millions of undocumented immigrants across the United States, brighthush has rapidly become one of the fastest‑growing legal practices in the country. Our culture is built on empathy, innovation, and a relentless commitment to excellence. We believe that every client deserves a respectful, transparent, and proactive experience—especially when they are navigating some of the most complex legal challenges of their lives.

Why Join brighthush?

At brighthush, you’re not just filling a role—you’re becoming part of a movement that changes lives. We offer a dynamic, collaborative environment where your voice matters, your ideas are valued, and your professional growth is a top priority. Whether you’re a seasoned customer service professional or a recent graduate with a passion for helping others, brighthush provides the tools, training, and support you need to thrive.

Role Overview

The Collections Customer Service Representative is a pivotal member of our Collections Team. This role blends meticulous account management with compassionate client communication, ensuring that overdue accounts are resolved efficiently while maintaining the highest standards of client service. You will be the first point of contact for many of our clients, and your ability to balance empathy with assertiveness will directly impact our firm’s success and reputation.

Key Responsibilities

• Outbound Outreach: Make proactive calls to clients with overdue balances, documenting every interaction in Filevine on the same day.
• Payment Processing: Handle inbound and outbound payment calls, collect payments via approved methods, confirm receipt, and record transactions in both Filevine and Invoiced.
• Daily Payment Tracking: Log all payments in the daily payment tracker before business close, ensuring zero missed entries.
• Account Updates: Maintain real‑time accuracy of the overdue client list, tracking contacts, payments, promises to pay, and resolved accounts.
• Contract & Plan Management: Prepare contracts, apply payments accurately, set up and maintain payment plans, and process payment arrangements.
• Inbound Support: Answer general client calls, triage issues, resolve where possible, and route to appropriate departments, aiming for an 80%+ answer rate.
• Debt Negotiation: Negotiate debt recovery amounts and implement strategies to encourage timely payment.
• Issue Resolution: Resolve client account concerns with professionalism and clear communication.
• Reporting: Provide daily collection activity reports and contribute to team strategies for debt recovery.
• Refunds & Offboarding: Process refunds and offboard clients following company procedures when assigned.
• Compliance: Adhere to all company policies, procedures, and client communication standards.

Essential Qualifications

• Exceptional customer service, communication, and interpersonal skills.
• Comfortable handling sensitive financial conversations with professionalism.
• Strong understanding of fee structures and payment systems, including Filevine and Invoiced.
• Unwavering attention to detail and a commitment to same‑day documentation.
• Ability to work under pressure, manage competing priorities, and meet daily deadlines.
• Excellent time‑management skills and the capacity to work independently or as part of a team.
• Proficiency in managing multiple tasks simultaneously without sacrificing accuracy.

Preferred Qualifications

• Prior experience in collections or a related customer service role.
• Knowledge of legal terminology and processes within immigration law.
• Experience with remote work environments and self‑discipline.
• Familiarity with CRM platforms and payment processing software.
• Strong negotiation skills and a track record of successful debt recovery.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Ability to assess situations quickly and devise effective solutions.
• Organizational Acumen: Maintain accurate records and manage multiple accounts simultaneously.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Team Collaboration: Work seamlessly with attorneys, paralegals, and other support staff.
• Technology Proficiency: Comfortable navigating Filevine, Invoiced, and other digital tools.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You’ll have access to:

• On‑the‑job training with seasoned attorneys and senior collections specialists.
• Monthly workshops covering advanced collections techniques, legal updates, and customer service best practices.
• Mentorship programs pairing you with senior leaders for guidance and career planning.
• Opportunities to transition into related roles such as Collections Manager, Client Relations Lead, or even legal support positions.
• Continuing education stipends for courses in law, finance, or customer experience.

Work Environment & Company Culture

brighthush fosters a culture of respect, transparency, and collaboration. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open‑door communication channels with leadership.
• Regular social events, virtual coffee breaks, and team‑building activities.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.

Compensation & Benefits

We offer a competitive monthly salary ranging from $900 to $1,100 USD, commensurate with experience. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance (for full‑time employees).
• Retirement savings plan with company match.
• Paid vacation, sick leave, and personal days.
• Professional development budget.
• Access to a comprehensive employee wellness program.

How to Apply

If you’re ready to make a tangible difference while advancing your career in a supportive, growth‑oriented environment, we’d love to hear from you. Submit your application through the brighthush careers portal or send your resume and cover letter directly to [email protected].

Conclusion

At brighthush, we’re more than a law firm—we’re a community dedicated to justice, compassion, and empowerment. As a Collections Customer Service Representative, you’ll play a vital role in ensuring our clients receive the respect and support they deserve while driving the firm’s financial health. If you’re passionate about client service, thrive in a fast‑paced environment, and want to be part of a mission‑driven organization, apply today and help us change lives—one conversation at a time.