• 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.