Collections Supervisor (Legal Services)

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey. Schedule: Mon - Fri, 10 am - 7pm EST 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. Job duties (* denotes an “essential function”)

• 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.

Job 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 Supervision Number and title(s) of direct reports (if any): Team of 2 or more financial support services associates Received: Financial Support Services Manager, Account Manager, or Account Director Job relationships Internal: This position works closely with the Finance team External: Clients RRD's current salary range for this role is $55,700 - $83,600 / year. The salary range may be adjusted based on the applicable geographic location of the hired employee, and the range may change in the future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift and location. Depending on the role, in addition to base salary, the total compensation package may also include participation in a bonus, commission or incentive program. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts. All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen. RRD is an Equal Opportunity Employer, including disability/veterans

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