Supervise financial support services employees to ensure quality service delivery through standard operating procedures, alignment with account plan, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance
Supervise staffing and workflow volumes; use workflow management system to effectively utilize headcount based on work volumes and allocate staffing resources by shift or service line accordingly
Responsible for employee lifecycle including, but not limited to, interviewing and onboarding, training, development, planning for key roles, and off-boarding management
Identify areas for additional training to ensure that skill levels are uniformly excellent across the group
Ensure that team members follow established workflow process, including necessary reviews and approvals
Serve as initial point of contact and aid team members with daily questions and concerns
Respond to customer inquiries in a timely and professional manner; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; resolve issues escalated by the client to ensure a high level of customer satisfaction
Ensures consistent and regular communication with law firm around aged balances and identifies and elevates problem accounts to management
Maintain a thorough knowledge of client billing and payment terms, discount arrangements, lawyer and client preferences
Execute required administrative reports, activities, processes related to the people and/or production both on time and in accordance with appropriate standards of operation
Support manager with P&L activities; understand impact of overtime and time-off to avoid non-billable charges
Ensure team member compliance with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary
Work with manager to create development plans and challenging assignments for team members
Enable team members to perform through setting goals and objectives, identifying priorities, and providing regular and consistent communication using ongoing performance feedback, individual and group meetings
Responsible for monitoring and collection of outstanding invoices through direct contact and follow-up with each partner and client as assigned and pursuant to firm policy to ensure timely remittance
Generate and/or revise monthly client reminder statements as outlined pursuant to firm policy and departmental procedures
Provide reports reflecting accounts receivable analyses, DSO, potential and existing bad debt reserves, agreed upon metrics and key performance indicators based on established frequency or as requested
Work closely with senior management and report on daily activities to resolve issues before they impact collections results.
Create estimates of projected collections and adhere to client deadlines; provide rolling updates regularly throughout the month.
Prepare documents for write-off of accounts receivable adhering to the firm’s approval policy.
Assist in transitioning matters handled by departing attorneys to other attorneys of the Firm; determine which matters are inactive to facilitate matters to be closed where appropriate; work with the departed attorney to collect open invoices.
Research and monitor unapplied payments.
Monitor payment arrangements to ensure compliance with payment terms.
Requirements
Associate or bachelor’s degree required with concentration in Business, Finance or other related discipline
Minimum of 2 years of experience supervising all or a portion of the billing or collections function in a professional services environment preferred
Minimum three years of billing or collections experience in a law-firm or professional organization required.
Demonstrates exemplary customer service and excellent verbal, written, leadership, and interpersonal skills
Demonstrates proficiency with ARCS, 3E, Elite, or Aderant and an industry standard collection software tool
Demonstrates proficiency with MS Excel spreadsheets, including advanced features such as pivot tables, charts and graphs and formulas, proficiency in MS Word and PowerPoint
Familiarity with legal terminology and a variety of document formats used in legal work.
Ability to multitask and meet stringent deadlines.
Excellent organizational and time-management skills.
Ability to establish and foster excellent team collaboration as well as taking ownership for individual assignments/projects.
Excellent verbal and written communication skills.