Collections Manager

• Lead collections efforts for a few key practice groups, acting as a working manager with direct portfolio responsibility.
• Lead the design, implementation, and enforcement of the Firm’s Collections Policy, including escalation protocols, follow-up cadence, documentation standards, and integration with ARCS to ensure consistency and accountability across the team.
• Conduct weekly inventory reviews with collectors to assess progress, flag issues, and guide follow-up strategies.
• Coordinate and lead weekly collections team meetings, setting agendas and driving follow-through on action items.
• Monitor and optimize the use of the ARCS collections software, including testing reports, automation processes, and comment functionality.
• Coordinate quarterly, mid-year, and year-end collection activities, including managing the year-end collections calendar and partner communications, to support the Firm’s annual cash targets.
• Draft and send escalation communications to Billing & Collections Committee members and bespoke follow-ups to partners on high-risk items.
• Develop customized collection strategies for key clients and practice groups, aligning with industry standards and client preferences.
• Review collector comments and task entries for quality, clarity, and adherence to policy.
• Mentor and train the collectors, supporting onboarding and professional development.
• Collaborate with the Associate Director of Revenue to identify and escalate high-risk inventory and support process improvement initiatives.
• Analyze key collections metrics (e.g., time to collect, aged AR, write-offs) to identify trends and drive performance improvements.
• Provide strategic input to firm leadership on collection trends, risks, and opportunities to support annual cash forecasting and planning.
• Partner with billing teams, attorneys, and e-billing specialists to resolve invoice disputes and ensure timely resolution.
• Partner with Finance and Cash Receipts teams to resolve unapplied or unidentified payments, ensuring accurate allocation and reconciliation.
• Oversee timely write-offs of aged or uncollectible inventory in accordance with firm policy and strategic goals.
• Develop and maintain strong relationships with key stakeholders, including billers, billing partners, clients, and internal teams, fostering trust and collaboration to support effective collections management.
• Other responsibilities within the billing/collection function as they may be assigned from time-to-time.

• A Bachelor’s Degree in Business, Accounting, Finance or equivalent experience required.
• 5+ years’ experience in a large law firm collection department or comparable industry.
• Software: Elite (Enterprise or 3E) or Aderant a plus, 3E preferred; ARCS; Target Cash; Design Gallery, InTapp Open and Intapp Time a plus.
• Experience with BillBlast, eBilling Hub and E-Billing vendor sites preferred.
• Proficiency in MS Outlook, Word, Excel, and Power Point.
• Strong written, verbal communication, and analytical skills.
• Ability to manage multiple assignments and successfully prioritize competing deadlines.
• Functions as a self-starter, takes initiative and assumes responsibility without being asked.
• Works well independently and with a large team; detail & results oriented.
• Demonstrate a high sense of accountability and professionalism when dealing with Billing Attorneys and clients, while maintaining the client/attorney relationship.
• Will require travel periodically to meet with Practice Group partners, LTA’s or department management in other offices.
• Flexible with overtime when necessary.

Milbank LLP