eBilling Supervisor (Remote)

Company Description

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

Monday-Friday, 8:30am - 5:30pm

• Ensure that billing workloads are appropriately weighted and balanced
• 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
• 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
• Supervise e-billing 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
• 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 e-billing, 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 invoices and identifies and elevates problem accounts to management
• 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

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 3 years of experience supervising all or a portion of the billing function in a professional services environment preferred.
• Minimum five years of billing experience in a law-firm or professional organization required.  Six years or more preferred.
• Demonstrates exemplary customer service and excellent verbal, written, leadership, and interpersonal skills.
• Demonstrates proficiency with 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.

Additional Information

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.

Pay range: $72,000-$75,000 annually

#Goc

All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans