Client Success Coordinator Jobs in Quebec (NOW HIRING)

McCarthy Tétrault is a leading Canadian law firm offering a full suite of legal and business solutions to clients in Canada and around the world. With offices in Toronto, Montréal, Québec City, Calgary and Vancouver, we provide challenging and rewarding career opportunities across the country. Recognized as one of Canada’s Top 100 Employers for eleven consecutive years and one of Canada’s Best Diversity Employers for fourteen consecutive years, our culture is guided by The McCarthy Way—our shared approach to working with clients and with each other.

The McCarthy Way is built on four core elements: Excellence, through attracting and developing top talent committed to delivering on our Client Commitment; Collaboration, through seamless, integrated teamwork; Inclusion, through eliminating barriers to belonging and success; and Innovation, through delivering maximum value by embracing leading-edge technologies and approaches. Together, these principles shape how we work, lead, and grow—every day.

The employee in this position will be part of a team where they will be expected to work on invoices and requests in English or French for clients, lawyers, professionals or suppliers who understand and communicate only in English or French. Since requests can be submitted in either English or French, it is necessary for the proper functioning of the operations to have bilingual staff available at all times to respond to requests. Bilingualism (French and English) is therefore a requirement for this position.

We are recruiting for a Bilingual Collections Coordinator to join our team in our Montreal office. The successful  candidate must have a minimum of 3-5 years of experiences in collections and will be responsible for assisting  time keeper collections, collecting outstanding accounts receivable and administering general filing and correspondence. McCarthy Tétrault employees benefit from a hybrid work environment.

As a Bilingual Collections Coordinator, you will be:

Accounts Receivable Collections

• Collecting outstanding/aged accounts receivable within the prescribed protocol/ procedure in a timely and professional manner by phone, letter and email; using the Expert Collection module in the Aderant system.
• Developing a weekly collection strategy/plan to expedite payment or resolution for overdue accounts in concert with the Billing Analysts, billing lawyers, Legal Assistants, and/or client for accounts that present high exposure.
• Working toward the AR Objectives and meeting the assigned Collection Metrics.
• Escalating accounts through Senior Management, as deemed necessary for follow-up. Facilitating and preparing supporting documentation for the remedy requested/recommended for accounts which present credit risk/loss through insolvency procedures, service suspension, third party collection or taxation.

Credit Postings/Reconciliations

• Monitoring work in progress (WIP) aging and following up with Billing to ensure high-exposure accounts are billed on a timely basis.
• Monitoring credit performance and ensuring the client operates and maintains the account within the terms and conditions of agreement, as applicable.
• Serving as the central contact/liaison for the financial needs of a client’s account. Performing complex account reconciliations with a view to resolution of a full range of possible issues/challenges.
• Identifying issues from the root source/cause and bringing resolution to minimize/eliminate recurring symptoms or concerns.
• Coordinating, investigating and resolving payment/account discrepancies to include: short payment, over payments, unapplied cash, and misapplication, posting errors, payment analysis/support documentation in the event of request or dispute.
• Phoning clients, obtaining credit card information and processing credit card payments online via virtual terminal, as requested.
• Effecting/requesting client credit account information changes.

Reporting and Documentation

• Sending a monthly ATER (Accounts Receivable Total Exposure Report) to the assigned Billing Lawyers in each respective portfolio.
• Maintaining a collection notes in the Aderant system.
• Conducting a weekly review and reporting the status/next steps/action plan for each account that has aged 61+ days past due and reporting month end results.
• Administering general filing and correspondence.

Other

• Offering superior client attentiveness by making every effort to respond and assist clients in a timely, efficient and professional manner.
• Delivering the highest level of care for the client in the event of a concern or complaint.
• Liaising, coordinating and expediting resolution through all areas of the firm that may include but are not limited to billing, e-billing, intake, conflicts, payable, and trust for account issues, which may include disputed services, pricing and credits.
• Providing direct support, assistance and guidance to the client.
• Building and strengthening working relationships with billing lawyers, Billing Analysts, Legal Assistants, Finance team members and supporting team initiatives.
• Performing special projects and assigned administration tasks, as requested.

As our ideal candidate, you will distinguish yourself by the following profile:

• Post-secondary education in a related field.
• Minimum of 6-10 years of related experience.
• Certification from the Credit Institute of Canada would be a definite asset.
• Strong MS Excel skills (i.e. templates, formulas, pivot tables, etc.). Proficiency in MS Word/PowerPoint and Outlook.
• Business tools (including customer relationship management and business intelligence software)
• Proven aptitude towards learning new applications.
• Bilingualism (French and English).
• Excellent communication skills, both verbal and written.
• Superior problem solving, analytical and reconciliation skills.
• Demonstrated strength in negotiation and organizational skills.
• Ability to work independently, while supporting team initiatives/objectives and meeting deadlines.
• Strong detail orientation and accurate data entry skills.
• Effect time management skills with the ability to manage multiple priorities.
• Professional manner, client care focus and strong interpersonal skills.

How to Apply: 

External candidates are encouraged to apply online. All Internal applicants must apply directly through our internal careers portal on Espresso. 

We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.