RR Donnelley

Collections Supervisor

RR Donnelley

full-time

Posted on:

Location Type: Remote

Location: Arizona • Illinois • United States

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Salary

💰 $59,700 - $90,700 per year

About the role

  • 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.

Requirements

  • Associate or bachelor’s degree required with concentration in Business, Finance or other related discipline
  • 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
Benefits
  • medical, dental, and vision coverage
  • paid time off
  • disability insurance
  • 401(k) with company match
  • life insurance
  • other voluntary supplemental insurance coverages
  • parental leave
  • adoption assistance
  • tuition assistance
  • employer/partner discounts
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
billingcollectionsaccounts receivablefinancial analysisreport generationworkflow managementdata analysiscustomer servicetraining and developmentperformance management
Soft Skills
leadershipinterpersonal skillscommunication skillsorganizational skillstime managementmultitaskingproblem-solvingteam collaborationattention to detailcustomer satisfaction