Client Support Specialist

Kilpatrick, a large international law firm, is seeking a Client Support Specialist for our Finance Department in our Chicago, Dallas, Houston or Atlanta office. This position will be part of our team of attorneys, paralegals and support staff providing a high level of service to both internal and external clients. At Kilpatrick we are one team where each person plays an integral role in serving the needs of our clients. The firm has a strong dedication to its employees, values, diversity and inclusion initiatives and commitment to the community.

The Client Support Specialist (CSS) is responsible for monitoring the Client Support Box and incoming calls to the CSS line. The duties include answering questions from clients and internal personnel related to issues such as outstanding balances. This includes collaborating with Attorneys and Professional Staff as well as other Finance teams including Accounts Receivable, Accounts Payable and Billing. Most of the requests are to resolve client billing problems internally and externally using good client service skills resulting in collection of their account. The CSS duties also include reviewing New Client and Matter requests to determine if the client is credit worthy using the Credit Scoring Database and information provided in 3E regarding the status of the account. Based on the assessment, the CSS will need to approve, reject, or communicate to the Senior Client Support Team or the Client Support Manager for instructions and processing. This position also includes following up on small balance delinquent clients assigned to them. This is a detail-oriented, analytical position with an emphasis on technical tasks, making decisions relating to task at hand, and strong writing and interpersonal skills.

ESSENTIAL JOB FUNCTIONS:

• Perform daily review of the Client Support Box, answering incoming emails and phone calls and providing appropriate responses to all inquiries.
• Assist clients with billing disputes/account reconciliations and invoice requests.
• Provide recommendations to resolve collection issues after consultation with attorneys and clients.
• For New Client and Matter requests, pull scores, review account status; make assessment and advise Senior Staff or Inquirer. Assist NBI with corrections where needed. Goal to determine and communicate if Billing Atty will require a retainer.
• Collection of small balance accounts when assigned.
• Ebilling auditing and other ebilling related issues. This includes communication with Billing Attorney and Professional staff.

KNOWLEDGE/SKILLS REQUIRED:

• Minimum of 5 years collections, accounting or bookkeeping experience, preferably in a law firm environment.
• Experience in managing a portfolio of accounts including status updates and systematic follow-up with clients and attorneys.
• Four-year degree preferred.
• Experience with ARC's collection software and 3E or Elite billing software is preferred.
• Demonstrates time management and follow up skills.
• Ability to prioritize tasks and manage workload.
• Ability to analyze, assess possible problems, prioritize concerns and make decisions.
• Full awareness of and willingness to abide by firm's policies, in particular those regarding confidentiality of financial information and securities trading.
• Ability to interface with lawyers, clients, vendors, directors, managers and professional staff.
• Superior communication and writing skills with attention to correct grammar, spelling and punctuation.
• Must be able to work in team environment, coordinating the resources of the firm across service lines and functions.
• Act as a role model in helping others solve complex problems.
• Ability to handle large volumes of work while multi-tasking (phone calls and account assignments).
• Strong negotiation and listening skills, along with ability to build client relationships.
• High level of proficiency with Microsoft Office, including Outlook and above average Excel skills.
• Strong knowledge of technology tools that support Finance in a professional services environment.

This is a full-time, regular position with a multi-faceted health benefit package including medical, dental, and vision. The firm also offers life insurance, short term disability plans and retirement plans in addition to holidays and paid time off. The firm offers hybrid work schedules combining in office work days as well as remote work days. The pay range for this position in Chicago only is $30.43 to $43.22 per hour, and in Dallas, Houston and Atlanta only is $28.41 to $42.56 per hour.

Selected applicants will be contacted. Kilpatrick is an Equal Opportunity Employer.

For more information about our firm, please visit our website at www.ktslaw.com.

Kilpatrick Townsend & Stockton LLP is committed to equal employment opportunity for all persons, regardless of race, color, religion, sex or gender, national origin, age, veteran status, disability, sexual orientation, gender identity, or any other basis prohibited by applicable law.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities