Financial Support Service Billing Supervisor

Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries. We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly. Job 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. (* 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
• Ensure that billing workloads are appropriately weighted and balanced
• 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
• Monitor client inventory balances assigned to team members based upon job specifications; ensures timely billing of unbilled balances and consistent follow-up on accounts receivable
• Ensure that team members follow established workflow process for both, unbilled and accounts receivable balances from proforma creation through invoice collection, 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 E-Billed invoices are transferred to the e-billing vendor in a timely fashion
• 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 team work to optimize client service delivery