Los Angeles, CA - Administrative and Financial Staffing

RemX IT is looking for a Full-Stack Engineer in Culver City. The curious and creative candidate will primarily work on high-profile micro services architecture, front-end and back-end. Responsibilities will include ownership of tools supporting the portfolio solutions space, including those tools used by portfolio managers, analysts, and other investment professionals.

• Collaborate in the design of new software, features, functionality and applications
• Build, test and implement new software
• Assist in managing and maintaining existing application
• Work with team members and business partners to decompose requirements into actionable tasks
• Deliver to aggressive release schedules, working as a cooperative team member in an Agile environment
• Produce technical specs for required features and architectural/framework improvements
• Participate in design meetings, system analysis, research and peer code reviews
• Ensure that code meets stated requirements and standards for accessibility, security, object-oriented best practices and performance
• Assist in the development of documentation such as design artifacts, unit tests, code, and fixes

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* Field incoming customer requests from our billing phone queue and general e-mail account

* Appropriately escalate collection issues both internally and within the customers’ organization

* Effectively collaborate with internal partners and communicate a single message to our customers

* Research and resolve accounting inquires from customers

* Identify and resolve root causes

* Manage and Review Weekly Aging Reports

* Process daily cash receipts

* Enter various adjustments to AR

* Organize and maintain customer files

*Reconcile customers’ information in 3 interrelated databases

* Various ad hoc project

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The successful candidate will have demonstrated ability to attain KPIs for customer facing operations including call center service levels, customer billing accuracy, and ticket resolution.  The incumbent will develop team members who contribute to customer satisfaction, customer retention, and brand loyalty.    The Call Center Manager routinely interacts with other managers and staff of the company’s operating teams including Field/Network Operations, Information Technology, Accounting and Marketing.

Responsibilities:

• Responsible for management of contracted (remote) Call Center — including oversight of staffing requirements, process documentation, agent training, development and monitoring of service level standards, issue resolution, and customer interaction quality.
• Daily supervision of in-house Customer Care team, which handles escalations from the Call Center, complex customer inquiries, and a wide range of customer operations.
• In cooperation with Marketing, manage Customer Care team responses on social media and online forums.
• Implement Customer Service operational standards with the objective of continuous improvement
• Serve as point of contact for the most serious/sensitive customer and partner escalations
• Partner with functional teams (Network/Field Operations, IT, Marketing) to deliver any operational improvements needed to support customer service and company objectives.
• Provide real-time alerts to other operational teams and executives regarding issues faced by customers in using the charging network.
• Work with IT team and outside vendors to ensure that enhancements to the operating and CRM platforms are prioritized and implemented
• Manage third party enrollment plans for which company acts as the program administrator
• Advocate for the customer and improvements to the customer journey throughout the company

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The Financial Analyst role provides accurate and reliable billing rate related information and analysis to management necessary for decision making and planning. 

This position will report to the Director of Strategic Pricing.

Responsibilities will include, but not be limited to, the following:

• Responsible for implementation and maintenance of Firm’s billing rates, exception rates, and complex fee arrangements;

• Work closely with Pricing Team and Business Development Team by providing and analyzing historical data to support the development of pricing proposals and the setting of timekeeper billing rates, client/matter profitability, matter budgeting, and pricing initiatives;

• Partner with a variety of key stakeholders, both attorneys and staff to ensure coordination of rate changes, proper approval of discounts, revisions to paper and electronic billing procedures and processes to ensure seamless invoicing and approvals;

• Document, track and report on firm-wide discounts;

• Must ensure the integrity and accuracy of system data;

• Assist with the establishment of timekeeper rates for all timekeepers based on client/matter fee arrangements;

• Timely submission of timekeeper rates for electronic billing;

• Research and respond to internal/external requests for rate related information and reporting of same;

• Prepare reports in excel format;

• Verify the accuracy of data by analyzing figures and historical statistics and uncover processing errors in time and billing transactions and ensure that financial information has been recorded accurately;

• Prepare scheduled statistical information for outside counsel;

• Assist other departments in furnishing rate related information and financial reports;

• Research and respond to queries regarding items in question;

• Assist in producing year-end Committee schedules and other schedules required;

• Summarize and maintain Client Fee Arrangements on the Firm’s intranet site;

• Review billing guidelines and engagement letters and notify appropriate departments and attorneys regarding client arrangements;

• Set up special rates, cost exceptions, task codes, billing instructions, update client groupings and narrative necessary in the accounting system;

• Work overtime as required, in particular at month end and year end; and

• Handle additional tasks and projects as assigned.

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The New Business Intake/OCG Specialist will be responsible for ensuring our firm’s billing is compliant with client billing guidelines, and follows time and billing best practices. They will also assist with preparing bankruptcy fee applications. This position reports to the eBilling Supervisor.

In this capacity, the New Business Intake/OCG Specialist will:

• Review New Business Intake (NBI) forms and Outside Counsel Guidelines (OCG) against  matter set ups in the firm’s billing system to ensure accuracy;

• Ensure the firm’s portal contains a copy of our clients current OCG;

• Ensure Billing Instructions for matters are current in the firm’s billing system, and work with billers and other finance department members on any updates;

• Review OCG to identify and summarize provisions of potential concern for billing; Distribute OCG/billing summaries to timekeepers new to working on client matters, and provide timesheet best practices guidance;

• Assist our bankruptcy team to provide financial information for the monthly and interim fee applications, and help to resolve any financial discrepancies in the filing documentation;

• Handle additional projects as assigned.

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