Legal Escalations Collections Specialist

IRG Ventures LLC • Des Moines, IA

2d

About The Position

The Legal Escalations Collections Specialist guides customers through open refund matters, supports internal teams with related questions, and owns each case as the primary point of contact through documented resolution. The role investigates missing, offset, and misapplied ERTC refund checks; manages escalated customer matters; handles invoicing and collections; resolves payment and billing issues; and escalates aged or unresolved matters to the SVP, Legal Operations. The specialist also identifies recurring root causes and recommends process, documentation, and system improvements while protecting customer information.

Requirements

• Three or more years of experience in customer support, collections, or account resolution.
• Experience resolving complex issues involving multiple parties and systems.
• Strong analytical and problem-solving skills, with sound judgment about when to escalate.
• Clear, professional written and verbal communication, including with customers in difficult situations.
• Comfort working in a CRM to document, disposition, and track cases.
• Ability to manage a full caseload in a fast-paced environment while meeting deadlines and maintaining accuracy.
• Persistence in following cases through to resolution.
• Organization and ability to provide accurate status updates on active matters.
• Ability to remain steady under pressure and keep conversations productive when customers are frustrated.
• Attention to detail, including reviewing the full file before taking action.
• Improvement-minded approach to identifying underlying causes of recurring issues.
• Willingness to share knowledge and mentor newer teammates.

Nice To Haves

• Hands-on HubSpot experience.
• Familiarity with ERTC, IRS refund processes, or employment tax credits.
• Prior experience working within tax or financial services.

Responsibilities

• Investigate missing, offset, and misapplied ERTC refund checks from initial report through documented resolution.
• Serve as the primary point of contact for customers and internal partners on escalated refund matters and keep them informed of status.
• Determine, document, and disposition missing check tickets in HubSpot.
• Generate and distribute customer invoices accurately and on schedule.
• Monitor accounts for delinquent balances and follow up on past-due invoices by phone, email, and statement.
• Research and resolve payment discrepancies, billing errors, and customer disputes professionally and on time.
• Escalate aged or unresolved matters to the SVP, Legal Operations and track them to closure.
• Identify recurring root causes across refund matters and recommend process, documentation, and system changes.
• Partner with teams across the business to deliver consistent customer service.
• Protect customer information by following company policy, procedure, and security standards.

Benefits

• 100% coverage of health insurance premiums.
• Dental and vision coverage available at a low monthly premium cost.
• Health savings account (HSA) with employer contributions.
• Mental health resources.
• Company-paid life insurance and short-term disability.
• Company-paid on-site parking or a train pass in Miami.
• $60 per month cell phone stipend.
• 401(k) dollar-for-dollar company match up to 4%, with 100% immediate vesting.
• Free snacks, drinks, and company events.
• Paid time off.
• 12 paid holidays and one floating holiday.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed