Client Services Operations Specialist

Overview

This role is for a Client Services Operations Specialist within the Accounting Department. The position is remote-first, with work primarily performed from home and no expectation of a regular in-office presence.

The role is focused on candidates in GA, TX, MA, IL, DE, MN, NY, and DC.

Responsibilities

• Accurately and timely update firm database(s) within Aderant Entity Manager and SharePoint for all clients in accordance with firm process guidelines.
• Update and maintain team sites and systems regarding billing, collections, and estimates requirements to ensure team accessibility to up to date information.
• Support department quality control of invoices and client data, client onboarding intake, e-billing, and client data processes.
• Partner with internal departments to align processes and communicate firm policies and procedures to support onboarding, accuracy, and ongoing maintenance of client information.
• Manage an assigned portfolio of matters while maintaining effective communication with attorneys, staff, and clients and safeguarding confidential firm and client information.
• Collaborate with attorneys and internal departments to review engagement letters and Outside Counsel Guidelines (OCGs) and implement client-specific billing requirements.
• Manage and enforce outside counsel guidelines, including implementation and enforcement; conduct regular audits to ensure adherence to client billing requirements and firm policies.
• Identify, analyze, and resolve complex operational issues impacting clients.
• Manage intake, tracking, escalation, and timely resolution of inquiries and issues raised by clients, attorneys, and internal stakeholders.
• Coordinate communication between assistant/billing attorney and other departments to address concerns and serve as a first point of escalation to resolve issues.
• Ensure accurate documentation, setup, and ongoing maintenance of client billing and collections requirements to support operational efficiency, consistency, and cross-functional collaboration.
• Assist with creating revised or new reporting, analytics, and systematic processes as business needs evolve and new tools become available.
• Work with other departments to ensure prompt resolution of client disputes for both routine and complex billing issues.

Requirements

• Minimum of a High School diploma or equivalent.
• 1+ years of legal administrative support, database management and/or billing experience.
• Demonstrated working knowledge of Aderant and BillBlast software, or related billing software/product (preferred).
• Proficiency with Microsoft Excel, Word, and Outlook.
• Demonstrated ability and focus on delivering excellent customer service.
• Strong interpersonal and communication skills to communicate effectively, both orally and in writing, with all levels of legal, management, and support staff.
• Ability to perform multiple tasks under limited supervision; pay close attention to details; follow tasks through to completion; and meet deadlines in a fast-paced environment.
• Ability to change and adapt to current and future responsibilities and circumstances, with consistent adherence to firm policies and procedures.
• Ability to work well within a team-oriented environment and contribute to effective team relationships.

Preferred Qualifications

• A Bachelor’s degree in business administration or closely related field.
• Demonstrated working knowledge of Aderant and BillBlast software, or related billing software/product.

Compensation & Benefits

• Competitive pay and discretionary bonus opportunities, plus a comprehensive benefits package including:
  • Medical and dental coverage
  • Generous paid time off
  • Tuition reimbursement
• Award-winning retirement and profit sharing plans with employer contribution.
• Back-up child care and health and wellness initiatives.
• Final compensation will be based on education, experience, skills, professional background, overall qualifications, and location.

Estimated starting pay (based on stated workweeks):

• In Chicago, Minneapolis, and Washington D.C.: $23.07 - $28.71 per hour (based on a 37.5-hour workweek), equivalent to $45,000 - $56,000 annually.
• In Boston, New York, San Diego, and Silicon Valley: $24.72 - $30.76 per hour (based on a 35-hour workweek), equivalent to $45,000 - $56,000 annually.

Location

Remote-first position with a focus on candidates in GA, TX, MA, IL, DE, MN, NY, and DC.