Role 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. - 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. 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. Requirements - Team of 2 or more financial support services associates. - Received: Financial Support Services Manager, Account Manager, or Account Director. Benefits - Medical, dental, and vision coverage. - Paid time off. - Disability insurance. - 401(k) with company match. - Life insurance and other voluntary supplemental insurance coverages. - Parental leave. - Adoption assistance. - Tuition assistance. - Employer/partner discounts.