Bilingual Customer Service Representative (English/Spanish) — Remote (LATAM)

Full Job Description

About Tingen Law

Tingen Law is a U.S.-based immigration law firm headquartered in Richmond, Virginia. We help Hispanic immigrant families navigate complex legal processes with clarity, respect, and care. Our team values clear communication, diligence, and integrity in everything we do for our clients.

Role Summary

Be the friendly first point of contact for our clients. You’ll handle phone, email, and chat; share updates based on attorney/paralegal guidance; and make sure every client feels heard and supported. During an initial ramp-up period, this role will play a key role in client payment follow-ups and collections while we build toward hiring a dedicated Collections Specialist. You’ll also coordinate appointments, document conversations in our systems, and support intake, triage, and basic document collection.

Job Responsibilities

What You’ll Do

• Respond to client inquiries via phone, email, and chat with professionalism and empathy.
• Provide updates based on attorney/paralegal guidance; set clear next steps.
• Schedule and confirm appointments and timely follow-ups in our systems.
• Log accurate notes in CRM/case tools; keep records current in our Google Drive folders (system of record).
• Support intake, triage, and document collection for new clients.
• Actively manage client payment follow-ups and collections, including monitoring overdue or failed payments, contacting clients regarding outstanding balances, following up on payment plans, and documenting outcomes.
• Communicate clearly and firmly about payment expectations, while maintaining a respectful, professional tone aligned with firm values.
• Escalate unresolved or complex billing issues to finance/operations and ensure follow-through to resolution.
• Keep a calm, compassionate tone—especially with urgent or sensitive matters (confidentiality is essential).

Job Requirements

Must-Have Qualifications

• Fluent in Spanish and English (spoken and written).
• 1+ year of experience in customer service, collections, or other client-facing roles involving payment or account follow-up.
• Strong communication skills, including the ability to be polite, clear, and firm when discussing financial matters.
• Comfortable following scripts, procedures, and escalation guidelines.
• Tech-savvy with chat, CRM, and phone systems; strong attention to detail in documentation.
• Professional, dependable, and able to manage multiple follow-ups independently in a remote setting.

Skills Required

• Customer Support - Intermediate
• Phone Support - Intermediate
• Customer Service - Intermediate

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