Client Communications & Payment Follow-Up Coordinator

Remote – Full-Time
Schedule: Monday – Friday | 8:30 AM – 5:30 PM Eastern Time
Lunch Break: 1 Hour

About the Role

The Client Communications & Payment Follow-Up Coordinator serves as the primary point of contact for clients after they have retained the firm, combining two essential functions: inbound client communication and proactive follow-up on outstanding payments and required documentation.

The primary objective of this position is to ensure that no client inquiry goes unanswered and no retained case stalls because of a lack of communication, payment follow-up, or outstanding documents.

This is not a legal role, and no bankruptcy expertise is required. Any case-specific or legal questions must be routed to the appropriate internal specialist or attorney rather than answered directly.

The ideal candidate is persistent, organized, empathetic, and comfortable managing a high volume of client relationships. Success requires consistently keeping clients engaged and moving forward without allowing individual cases to become inactive or go cold.

Key Responsibilities

Inbound Client Communication

• Answer incoming client calls and text messages promptly.
• Ensure client inquiries do not go unanswered.
• Minimize calls unnecessarily reaching voicemail.
• Serve as backup coverage to the firm's answering service.
• Pick up and properly route calls that the answering service cannot resolve.
• Route bankruptcy-specific questions to the appropriate internal specialist.
• Route legal questions to the attorney or appropriate legal team member.
• Avoid providing legal advice or answering questions outside the position's authorized scope.
• Maintain a professional and empathetic communication style.
• Communicate effectively with clients who may be experiencing significant financial stress.

Client Case Progress Communication

• Proactively contact retained clients regarding their case status.
• Communicate appropriate next steps.
• Identify clients who have gone extended periods without communication.
• Flag cases at risk of becoming inactive.
• Maintain regular communication throughout the pre-filing period.
• Keep clients engaged with the process.
• Reduce the number of clients who become unresponsive.
• Ensure retained clients understand what is currently required from them to keep their case moving.

Payment Plan Management

• Monitor the payment status of every retained client.
• Track clients through each payment stage:
  • Initial deposit
  • Active payment plan
  • Paid in full
• Proactively contact clients with active payment plans according to a defined follow-up cadence.
• Confirm upcoming payments.
• Follow up on missed payments.
• Help prevent payment-plan lapses.
• Encourage clients to enroll in automatic payment methods when available.
• Support enrollment into automatic payment methods when appropriate.
• Reduce the need for manual payment follow-up through increased automatic-payment adoption.
• Identify clients who stop making payments.
• Identify clients who stop responding.
• Escalate unresponsive or non-paying clients appropriately.
• Clearly document every contact attempt.
• Ensure no retained case is silently dropped because follow-up stopped after the client made an initial deposit.

Document Collection Coordination

• Track outstanding financial documentation required to move cases toward filing.
• Follow up on documents such as:
  • Tax returns
  • Bank statements
  • Intake questionnaires
  • Other required financial documentation
• Proactively remind clients about missing documents.
• Use the firm's document portal and reminder tools to facilitate document collection.
• Monitor outstanding documentation.
• Escalate documentation delays that could affect filing timelines.
• Coordinate with the paralegal and case team.
• Confirm when the required documentation is complete.
• Support the transition of completed files into production.

Follow-Up & Workflow Optimization

• Apply a consistent and defined contact cadence across the full client caseload.
• Avoid relying on reactive or ad hoc follow-up.
• Prioritize outreach based on:
  • Time since last client contact
  • Time since last payment activity
  • Risk of the case becoming inactive
• Address the oldest and highest-risk cases first.
• Identify patterns in client responsiveness.
• Evaluate which communication approaches generate responses.
• Identify messaging that improves payment follow-through.
• Recommend improvements to:
  • Follow-up cadence
  • Client messaging
  • Communication scripts
  • Payment reminders
• Help establish a repeatable and scalable client follow-up process.

Reporting & Analytics

• Maintain accurate and current status information for every assigned case in the firm's CRM.
• Ensure the CRM provides clear visibility into each client's current stage.
• Maintain accurate tracking for clients who are:
  • Retained and awaiting payment
  • On an active payment plan
  • Paid in full
  • Awaiting handoff
• Provide the attorney with clear visibility into the overall caseload without requiring individual verbal status checks.
• Report weekly on cases that have exceeded the firm's established contact or follow-up standards.
• Track case aging.
• Track payment progression.
• Track communication activity.
• Identify cases requiring immediate intervention.

Additional Responsibilities

• Support overflow document-gathering responsibilities for cases approaching production.
• Provide general administrative support to the attorney on client-facing matters when needed.
• Provide scheduling support related to client-facing responsibilities when required.
• Share observations regarding client communication patterns.
• Identify which messages and communication approaches generate stronger client responses.
• Contribute insights that help improve the firm's intake and follow-up scripts over time.

Qualifications

Required

• Previous experience in one or more of the following areas:
  • Customer service
  • Collections
  • Client follow-up
  • Account management
  • High-volume client communication
• Excellent phone communication skills.
• Strong written and text-based communication skills.
• Empathetic and professional communication style.
• Ability to communicate effectively with clients experiencing financial distress.
• Persistent follow-up style.
• Highly organized.
• Comfortable performing repetitive outreach.
• Comfortable managing a high volume of client communications.
• Ability to manage multiple client relationships simultaneously.
• Ability to follow established communication and escalation procedures.
• Comfortable working independently.
• Comfortable using AI tools to improve productivity.
• Ability to use tools such as Microsoft Copilot to:
  • Draft client communications
  • Summarize case notes
  • Improve administrative efficiency

No bankruptcy or legal knowledge is required. Full training is provided.

Preferred

• Previous experience in a legal environment.
• Experience working with a CRM or pipeline-management platform.
• Previous collections or payment follow-up experience.
• Experience managing high-volume client pipelines.
• Bilingual English/Spanish.

Core Competencies

The ideal Client Communications & Payment Follow-Up Coordinator demonstrates strength in:

• Client Communication
• Payment Follow-Up
• Collections Support
• Client Relationship Management
• Document Collection
• CRM Management
• Pipeline Management
• Case Aging Management
• Follow-Up Discipline
• Empathy
• Professional Communication
• Organization
• Persistence
• Accountability
• Time Management
• Documentation
• Problem Solving
• Escalation Management
• High-Volume Outreach

Typical Workday

A typical workday may include:

Inbound Communication

• Clear outstanding inbound calls.
• Respond to client text messages.
• Review voicemail messages from the previous period.
• Ensure outstanding inquiries receive appropriate responses or are routed internally.

Payment Follow-Up

• Review the payment-plan follow-up list.
• Prioritize the oldest unpaid cases.
• Prioritize clients who have gone the longest without contact.
• Contact clients regarding upcoming payments.
• Follow up on missed payments.
• Document payment-related conversations.

Document Follow-Up

• Review cases with outstanding client documents.
• Follow up on missing documentation.
• Remind clients of outstanding requirements.
• Help keep cases moving toward production.

CRM Management

• Update CRM notes for every case touched.
• Update payment status.
• Update document status.
• Record communication attempts.
• Maintain accurate case-stage information.

Escalations

• Identify clients who have become unresponsive.
• Identify payment plans at risk of lapsing.
• Flag cases that are becoming inactive.
• Escalate cases requiring internal intervention.

Typical Workweek

Throughout the week, the Coordinator will:

• Maintain active and documented communication with clients across every applicable stage of the pipeline.
• Consistently contact clients who are:
  • Retained and awaiting payment
  • On an active payment plan
  • Paid in full but awaiting handoff
• Maintain the firm's established communication cadence.
• Ensure the week's incoming calls and text messages are addressed.
• Prevent client inquiries from remaining unanswered.
• Monitor case-aging trends.
• Monitor payment status.
• Report case-aging and payment information to the attorney.
• Collaborate with the paralegal regarding file readiness.
• Coordinate handoffs once clients have paid in full and their files are ready to progress.

Performance Evaluation & Accountability

Performance is measured on two distinct levels:

Primary Performance Measure – Case Aging & Contact Cadence

The primary day-to-day measure determines whether the caseload is being actively and consistently managed.

Every case within each stage of the pipeline must show documented client contact according to the firm's defined communication cadence.

This includes clients who are:

• Retained and awaiting payment.
• On an active payment plan.
• Paid in full and awaiting handoff.

No case should remain untouched beyond the established contact window without a documented reason.

Lagging Performance Measure – Revenue Recovered

The secondary measure evaluates the financial result generated by consistent client follow-up.

This includes:

• Payments collected.
• Clients moved toward paid-in-full status.
• Reduction in outstanding backlog.
• Reduction in average case age.

Together, these measures evaluate both activity and actual business impact.

Key Performance Indicators (KPIs)

Case Aging & Contact Cadence – Weekly

• Contact Compliance: Every case must have documented client contact within the firm's defined cadence.
• Untouched Cases: Zero cases should remain without a logged status update across a full reporting period.
• First Contact: Newly retained clients should receive initial contact the same business day or by the next business day.
• Backlog Reduction: Demonstrate progressive reduction in aged and stalled cases.
• CRM Accuracy: Maintain current stage, aging, payment, and contact status for all assigned cases.

The firm's current baseline includes approximately:

• 36 cases retained and awaiting payment.
• 26 cases on an active payment plan.
• 12 cases paid in full and awaiting handoff.

These baseline figures will be used to measure improvement over time.

Revenue Recovered – Monthly

• Track the total dollar amount collected from active payment plans each month.
• Compare collected revenue against total outstanding dollars within the backlog.
• Track the number of cases moved from:
  • Awaiting Payment → Paid in Full
  • Payment Plan → Paid in Full
• Complete a 90-day before-and-after comparison measuring:
  • Total backlog value
  • Average case age
  • Financial recovery generated through consistent follow-up

The firm's CRM serves as the system of record for weekly case-aging/contact metrics and monthly revenue-recovery reporting.

Reporting Structure

The Client Communications & Payment Follow-Up Coordinator reports directly to the Attorney.

The position works closely with:

• Attorney
• Paralegal
• Case Team
• Intake Team
• Client-Facing Support Resources

The Coordinator is expected to maintain sufficient CRM documentation so leadership can understand the current state of the caseload without requiring constant verbal updates.

Software & Tools

• Lawmatics – CRM and case-pipeline management.
• Best Case – Case management.
• SharePoint – Document management and collaboration.
• Smith AI – Firm phone and answering system.
• Client Text Platform – Client communication and follow-up.
• Client Document Upload Portal – Collection of required client documentation.
• Microsoft Copilot – AI-assisted drafting, summarization, and productivity.

Training & Onboarding

No previous legal or bankruptcy background is required. The firm provides the necessary onboarding and training.

Initial Training

The Coordinator will receive training on:

• Firm communication standards.
• Client communication expectations.
• Payment-plan structure.
• Payment follow-up procedures.
• Required client documentation.
• CRM workflows.
• Escalation procedures.
• Appropriate handling of legal questions.
• Client service standards.

Shadowing & Guided Execution

Before taking full independent ownership of the caseload, the Coordinator will:

• Shadow live client accounts.
• Observe client communication workflows.
• Learn the firm's established follow-up cadence.
• Practice payment follow-up.
• Learn document-collection processes.
• Become familiar with CRM documentation standards.
• Learn when and how to escalate legal or case-specific questions.

Independent Caseload Ownership

Following the training and shadowing period, the Coordinator is expected to progressively assume responsibility for the assigned client caseload.

The objective is to reach full independent ownership within the firm's structured onboarding window, including:

• Inbound client communication.
• Payment-plan follow-up.
• Document collection.
• CRM updates.
• Case-aging monitoring.
• Client re-engagement.
• Appropriate escalation.

Work Environment

• Fully remote position.
• Monday – Friday | 8:30 AM – 5:30 PM Eastern Time.
• 1-hour lunch break.
• Reliable high-speed internet connection required.
• Professional phone/headset setup required.
• Dedicated, distraction-free remote workspace.
• Comfortable managing high-volume and repetitive client outreach.
• Comfortable communicating empathetically with clients experiencing sensitive financial situations.
• Eligible for 10 days of paid time off (PTO) after completing one year in the role.

About the Company

Our client is a growing U.S.-based consumer bankruptcy law practice managing a high volume of retained clients who progress through payment plans before their cases can be filed.

The firm requires consistent communication throughout this process to ensure clients remain engaged, current on their payments, and responsive to outstanding documentation requirements.

The organization is strengthening its client-service infrastructure by establishing a dedicated position focused specifically on ensuring:

• Client inquiries receive timely responses.
• Retained clients remain engaged.
• Payment plans continue progressing.
• Missed payments receive appropriate follow-up.
• Outstanding financial documents are collected.
• Cases do not become inactive because of insufficient communication.
• Attorneys and legal staff can remain focused on legal responsibilities rather than routine payment and communication follow-up.

This role is intentionally non-legal, allowing the Coordinator to focus on the operational and relationship-management responsibilities necessary to move retained clients efficiently toward filing.

Final Notes

The Client Communications & Payment Follow-Up Coordinator is expected to become the operational owner of client communication and payment follow-up throughout the pre-filing period.

Success in this position means:

• No client inquiry goes unanswered.
• Clients receive consistent and empathetic communication.
• Newly retained clients receive timely initial contact.
• Payment plans are actively monitored.
• Missed payments receive proactive follow-up.
• Clients are encouraged to use automatic payment methods when appropriate.
• Outstanding financial documentation is consistently pursued.
• Every client contact and status update is accurately documented.
• No case remains untouched for an entire reporting period.
• High-risk and aging cases are identified before they become inactive.
• Unresponsive clients are appropriately escalated.
• The attorney has clear visibility into the entire caseload through the CRM.
• Cases progressively move from awaiting payment to active payment plans and ultimately to paid-in-full status.
• The backlog and average case age decrease over time.
• Consistent client follow-up produces measurable financial recovery for the firm.
• The Coordinator maintains clear boundaries between client-service responsibilities and legal advice, escalating all legal questions to the appropriate legal professional.