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.

(
* 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…