Client Accounts Operations Lead - Miami

Client Account Operations Lead

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The Client Account Operations Lead is an advanced level Legal Biller with analytical and job priority sequencing responsibilities. This position will have permanently assigned billing responsibilities, to assume the duties for billing support models to include the highest volumes and fees for institutional, high-profile clients and attorneys. The Operations Lead is responsible for analyzing and prioritizing responsibilities to ensure maximum contribution to the larger billing organization, which includes process and gap analysis to be incorporated into customized training and mentoring to other staff members on all billing procedures. As part of the team, the position provides and ensures a cohesive, full-cycle billing support solution to billing attorneys with complex domestic and international billing books. Serves as a proxy for the position's regional manager as needed and is considered a subject-matter expert in the field of billing. May provide temporary managerial support in the absences of designated regional manager or be a functional supplemental senior-level billing resource during absences, unplanned vacancies and/or during periods of increased work content within a designated regional territory. Represents the department by participating in client meetings and across groups and sets and drives agendas impacting billing practices and processes. This is a full-time, salaried position.

This position is located in our Miami office and offers a hybrid work schedule, working at least 3 days in the office.

Responsibilities

Be the Subject Matter Expert in providing dedicated legal billing to Corporate Practice Group Partners in the Miami office.

Review data for accuracy prior to submitting it; gather and submit domestic and international accrual information based on client requirements.

Research and resolve electronic billing rejections.

Research client billing data and provide detailed analysis to attorneys and support staff.

Track and resolve tickets assigned by the Accounting Service Desk on a daily basis.

Work across multiple teams of support specialists within both Legal Support Services and Accounting teams to provide effective, streamlined billing and client account services to attorneys of the firm.

Responsible for analyzing and prioritizing responsibilities to ensure maximum contribution to the larger billing organization, which includes process and gap analysis to be incorporated into customized training and mentoring to other staff members on all billing procedures.

Maintain an accurate description of all client billing requirements, which may also include guidelines established by the client's general counsel. Update and track changes to the requirements as necessary.

Interact with billing department stakeholders to understand business problems and define solution requirements.

Analyze legal billing process and supporting systems, and develop business cases, build metrics, and perform reporting. Document and communicate functional and system requirements and build process-flow diagrams. Also, continually review internal processes for opportunities to improve efficiency.

Apply best practices for effective communication and problem solving, create standardized department reports, analyze data and document areas requiring improvement.

Support projects and reporting efforts and liaise with project participants and follow up routinely to ensure effective communication and completion of tasks.

Interface with IT and various departments to support the execution of cross-functional project requirements and perform system testing and requirements validation.

For US clients: support the full billing cycle to reviewing and editing proformas, seeking requisite approvals for deferrals, write-offs, and time transfers. Field billing inquiries from adjacent support groups and attorneys. Create and maintain complex monthly reporting.

For global clients: coordinate and lead global client unified billing, which includes reviewing data for accuracy prior to submission, managing global client account assignments and performing all full cycle billing functions associated with both the firm's and the client's billing requirements. Create and maintain complex monthly reporting. Liaise with international attorneys and/or finance counterparts to obtain accurate accrual and forecasting information for monthly client reporting. Follow-up frequently with international counterparts to ensure that engaged locations stay within budget and issue invoices timely. Troubleshoot issues with finance counterparts as needed. Track and resolve tickets assigned by the Accounting Service Desk on a daily basis. Generate global client LEDES files for electronic billing based on client requirements.

Develop training programs to ensure consistent billing processes across the team and provide training to attorneys and staff as needed.

Finalize invoices and submit them directly to the client (per policy) or provide them to attorneys for transmission to the client (per approved exceptions to policy), also, includes other billing information as needed.

Serve as a point of escalation and Quality Analyst to support and coach more junior Specialists; provide support, guidance, mentoring, and training to staff as needed.

Provide temporary managerial support in the absence of designated regional manager.

Provide temporary functional supplemental senior-level billing resources during absences, unplanned vacancies and/or during periods of increased work content within a designated regional territory.

Desired Skills

Advanced on-the-job experience as a senior-level Legal Biller with a major law firm utilizing Aderant and Bill Blast billing applications.

Excellent communication (verbal and written) and interpersonal skills are required to interact with various colleagues and business stakeholders.

Expert level of knowledge and experience with direct billing or client accounts (to include domestic, global, and e-Billing) for a law firm.

Strong knowledge of the Aderant Legal Billing accounting system.

Proficient in e-billing applications such as e-Hub or Bill Blast.

Team-oriented and have the ability to work effectively and collaboratively in a fast-paced environment.

Accurate proofreader and have strong attention to detail.

Ability to troubleshoot and resolve complex problems.

Ability to work independently and is able to take direction well.

Strong analytical skills and attention to detail with ability to recognize opportunities for efficiency improvements and coaching other billing employees on industry and process level optimization.

Comfortable summarizing and communicating project scope and execution.

Strong computer skills, including advanced Microsoft Excel skills, including in use of Lookup and PivotTable functions.

Organized and a self-starter with the ability to handle a large number of projects at one time and meet multiple concurrent deadlines.

Ability to prioritize assignments while accepting work assignments and providing backup billing support to multiple managers supporting a large base of dynamically (i.e. not permanently) assigned billing attorneys.

Minimum Education

High School Diploma or GED.

Preferred Education

Bachelor's Degree in Business Administration, Accounting, Finance, or related field.

Minimum Years of Experience

5 years of senior-level legal billing experience managing high volume billing portfolio in a fast-paced customer environment, customer service and business analysis.

Essential Job Expectations

While the specific job requirements of a DLA Piper position may vary depending upon scope of the job and area of specialty, there are certain universal requirements that are expected of all DLA Piper employees, which include but are not limited to:

Effectively communicate, verbally and in writing, with clients, lawyers, business professionals, and third parties.

Produce deliverables, answer phone calls, and reply to correspondence in an efficient and responsive manner.

Provide timely, accurate, and quality work product.

Successfully meet deadlines, expectations, and perform work duties as required.

Foster positive work relationships.

Comply with all firm policies and practices.

Engage in both physical and sedentary activity, such as (a) working at a computer for extended periods of time, including on-screen reading and typing; (b) participating in digital/virtual conference calls; (c) participating in meetings as needed.

Ability to work under pressure and manage competing demands in a fast-paced environment.

Perform all other duties, tasks or projects as assigned.

Our employees are expected to embrace and uphold our firm values as a part of our DLA Piper culture. We are committed to excellence in how we represent our clients and develop our people.

Physical Demands

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Work Environment

The individual