Michael & Associates, Attorneys at Law

Collections

• Contact clients by phone, email, and text regarding outstanding balances.
• Discuss payment options and assist clients with resolving account issues.
• Provide exceptional customer service in both English and Spanish.
• Assist attorneys and legal staff with scheduling, document preparation, file management, correspondence, and maintaining organized records.
• Maintain accurate client account records.
• Monitor overdue balances and ensure timely follow-up.
• Document all collection activities and account updates.
• Serve as a professional point of contact for both English- and Spanish-speaking clients, ensuring clear communication and a positive client experience.

Collections Specialist, Spanish, English

Sales

• **What You'll Own**
• **Team Performance.** This is your key metric. Every action you take — whether it’s a coaching session, a call review, or a one-on-one meeting — is focused on enhancing the team’s conversion efficiency.
• **Coaching Cadence.** You will implement a structured coaching program customized to each representative’s experience level. Top performers remain sharp and motivated, mid-level performers progress to the next stage, and new or struggling reps receive intensive support, including real-time whisper coaching during calls.
• **Top Performer Retention.** Your best team members should feel challenged, appreciated, and eager to stay. If they are leaving, it indicates a problem that needs to be addressed.
• **Redeploying Underperformers.** Provide everyone with a fair opportunity and strong coaching, but when it becomes clear that someone cannot improve, it’s time to move on without excuses.

Director of Sales

• Team Performance.
• Coaching Cadence.
• Top Performer Retention.
• Redeploying Underperformers.

Customer Support

• Client Communication Support: Respond to client inquiries in both Spanish and English via phone, email, and chat with professionalism and clarity.
• Case Coordination Assistance: Help gather, organize, and relay client information to ensure attorneys and legal teams have accurate and timely details.
• Administrative & Data Support: Maintain client records, update case management systems, and ensure information is accurately documented.
• Service Excellence: Provide compassionate, responsive, and solution-oriented support to clients navigating sensitive legal matters.

Bilingual Customer Service Representative, Spanish & English

Attorney

• Take primary responsibility for significant criminal matters from arraignment through trial
• Engage effectively with juries
• Instill confidence in the courtroom
• Collaborate with a skilled team of attorneys, investigators, and support staff

Collections Specialist, Spanish, English

Director of Sales

Director of Sales

Director of Sales

Director of Sales

Bilingual Customer Service Representative, Spanish & English

Senior Trial Attorney – Criminal Defense