[Hiring] Billing/Collections Supervisor @RR Donnelley

Role Description

The FSS Account Supervisor plays a critical role in the management of the revenue cycle of the firm by providing leadership and oversight for the finance team overseeing the unbilled and accounts receivable inventory for a subset of the firms' partners and clients. The supervisor will work with autonomy and discretion to ensure all financial assignments within the team are completed timely and accurately.

• 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.
• May support materials included in monthly Client Service Review (CSR) or Quarterly Business Reviews (QBRs).
• Have a strong knowledge of the client’s businesses and the impact of our services.
• Foster cross-training and a sense of teamwork to optimize client service delivery.
• 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.

Qualifications

• Associate or bachelor’s degree required with concentration in Business, Finance or other related discipline. Commensurate experience may be considered in lieu of education, based upon candidate’s overall employment history.
• 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.
• Attention to details required.

Requirements

• Team of 2 or more financial support services associates.
• Received: Financial Support Services Manager, Account Manager, or Account Director.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Employer/partner discounts.