Client Services Operations Specialist

About the role

This role is part of The Hub, Fish's remote-first group of professionals. Hub employees work primarily from home with no expectation of a regular in-office presence. This is a remote-first position, with a focus on candidates in GA, TX, MA, IL, DE, MN, NY, and DC.

Responsibilities

• Accurately and timely update the firm database(s) within Aderant Entity Manager and Sharepoint for all clients in accordance with firm process guidelines for each task
• Update and maintain team sites and systems regarding billing, collections, and estimates requirements to ensure team accessibility to up to date information
• Support department's quality control of invoices and client data, client onboarding intake, e-billing, and client data processes
• Partner effectively with internal departments to align processes, communicate firm policies and procedures, and support the 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, 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 the 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 first point of escalation to resolve issues
• Ensure the accurate documentation, setup, and ongoing maintenance of client billing and collections requirements to support operational efficiency, consistency, and cross-functional collaboration
• Assist in 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

• A minimum of a High School diploma or equivalent is required
• A Bachelor's degree in business administration or closely related field is preferred
• 1+ years of legal administrative support, database management and/or billing experience is required
• Demonstrated working knowledge of Aderant and BillBlast software, or related billing software/product is preferred
• Proficiency with Microsoft Excel, Word, and Outlook is required
• Demonstrated ability and focus on delivering excellent customer service
• Strong interpersonal and communication skills to communicate effectively, both orally and in writing, in a professional manner when dealing with all levels of legal, management, and support staff
• Ability to perform multiple tasks under limited supervision, pay close attention to details, follow tasks 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

Benefits

• Comprehensive medical and dental coverage
• Generous paid time off
• Tuition reimbursement
• Award-winning retirement and profit sharing plans with employer contribution
• Back-up child care
• Health and wellness initiatives

Pay

• 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