Manager of Collections

Crowell & Moring LLP is an international law firm with offices in the United States, Europe, MENA, and Asia that represents clients in litigation and arbitration, regulatory and policy, intellectual property, and transactional and corporate matters. The firm is internationally recognized for representing Fortune 500 companies in high-stakes litigation and government-facing matters, as well as its ongoing commitment to pro bono service and diversity, equity, and inclusion. At Crowell & Moring, exceptional client service begins with exceptional people. We are committed to delivering responsive, high-quality, and professional service to our clients and to one another, while continuously elevating standards of excellence across every aspect of our work. Job Summary: The Manager of Collections plays a key role in the Firm's collections and cash application operations, overseeing collections and cash application team members. Working closely with collections and finance leadership, this role helps execute collection strategies, drive departmental performance, and promote best practices across the revenue cycle. The Manager partners with attorneys, clients, and Finance leadership to resolve collection issues, reduce aged receivables, improve cash realization, and support proactive collection efforts. This position also provides guidance to partners on accounts receivable matters, assists with complex collection challenges and client payment disputes, and supports the timely and accurate application of cash receipts. The Manager is responsible for monitoring collection performance, identifying portfolio trends and risks, managing team workflow, and implementing process improvements that enhance operational efficiency and service delivery across the collections and cash application teams.  Job Responsibilities: •    Lead, develop, and supervise collections and cash application team members, fostering a culture of accountability, collaboration, and client service. Manage team workflow, portfolio assignments, and workload distribution to ensure timely and effective support of attorneys, clients, and business professionals. •    Ensure consistent execution of the Firm's collections processes, proactively addressing aged receivables, escalating significant collection risks as appropriate, and supporting collection strategies that improve realization, reduce aged accounts receivable, and support the Firm's financial objectives. •    Play a key role in the Firm's year-end collections initiative, participating in inventory review meetings, identifying collection opportunities, and driving accelerated collection efforts. •    Provide guidance to partners and practice group leaders on accounts receivable management, collection strategies, client payment trends, and the resolution of complex collection matters. Collaborate with billing attorneys, clients, Billing, Ebilling, and Revenue Department leadership to resolve collection issues, electronic billing rejections, payment delays, outside counsel guideline compliance issues, inventory adjustments, unapplied cash, and other accounts receivable matters. •    Oversee client communication and collection outreach efforts, including reminder programs, payment follow-up strategies, and escalation procedures for delinquent accounts. Analyze aged receivables and collection trends, identify high-risk accounts, and recommend appropriate resolution strategies, including attorney engagement, payment arrangements, write-off recommendations, and third-party collection referrals. •    Oversee the timely and accurate application of cash receipts, including checks, wires, ACH payments, and other forms of remittance, ensuring appropriate allocation and resolution of payment discrepancies. Partner with the Firm's Client Trust Accounting team, attorneys, and clients to coordinate complex trust and escrow-related transactions. •    Monitor collection performance metrics, including aging trends, collection activity, payment commitments, unapplied cash, and overall portfolio performance. Provide regular reporting, analysis, and recommendations regarding collection performance, portfolio trends, and collection risks. •    Develop, implement, and maintain best practices and standardized processes for collections, accounts receivable management, and cash application activities. Conduct periodic reviews and quality audits of collection activities to ensure compliance with departmental procedures, internal controls, service standards, and expected levels of attorney and client engagement. Identify opportunities for process improvement and automation and implement solutions that enhance efficiency, reporting, service delivery, and overall collection performance. •    Lead recruiting, onboarding, performance management, coaching, and professional development efforts for team members while promoting continuous learning and career growth. •    Support business continuity and operational resilience initiatives by maintaining documented procedures, cross-training staff, and ensuring critical collections and cash application processes can continue during business disruptions. Knowledge, Skills and Abilities: •    Strong knowledge of accounts receivable management, collections strategies, cash application processes, and revenue cycle best practices, with the ability to drive collection efforts, improve cash realization, and minimize aged receivables. •    Proven leadership and people management skills, including hiring, coaching, training, workload allocation, performance management, and employee development. •    Demonstrated ability to build strong relationships and provide exceptional service to attorneys, clients, and business professionals while handling sensitive financial matters with discretion, diplomacy, and sound judgment. •    Demonstrated ability to provide quality client service to both internal and external contacts, regarding financial matters of a complex natu