Arbitrations & Mailroom Manager

Keller Postman represents a broad array of clients in class and mass actions, individual arbitrations, and multidistrict litigation matters at the trial and appellate levels in federal and state courts. Serving hundreds of thousands of clients in litigation and arbitration, we have prosecuted high-profile mass tort, antitrust, privacy, product liability, employment, and consumer-rights cases. Our firm also acts as plaintiffs’ counsel in high-stakes public-enforcement actions. Our mission is to achieve exceptional results for our clients, drive innovation in the practice of law, and pursue unparalleled excellence in everything we do.

Purpose: Keller Postman seeks a dynamic, goal-oriented leader as the Arbitration and Mailroom Manager to support its practice of representing a broad array of clients as plaintiffs in complex litigation at the trial and appellate levels. This role is responsible for supervising individual contributors who support mailroom operations and a team of case managers, both onshore and offshore, who receive inbound communications and make outbound communications to service legal clients. This position will ensure consistent quality of work by developing and enforcing best-practices, validating processes through data tracking and quality assurance, and supervising the case management team for productivity, quality, and client service levels. To be successful, this person will need to work closely with KP’s legal team and be able to clearly communicate their needs to front-line workers. The right person will be a natural people leader, responsible for building and engaging teams and improving operational efficiency. A customer-first mindset and superior organizational skills are critical for this role.

This position will work a hybrid schedule of three days per week in our Chicago office and two days per week remote. The compensation for this position will be $80,000 to $85,000 per year, depending on experience, plus a year-end discretionary bonus and benefits.

Essential Functions:

• Oversight of all mass arbitrations, mass claims, and mailroom operations, including both physical and digital mail.
• Build programs to complete workup as needed for various claim types to ensure clients are prepared for filing and settlement.
• Oversee digital mailroom solutions to optimize firm productivity.
• Write work instructions and document processes for mailroom operations.
• Develop, manage, and coach team leaders to build successful teams that deliver an exceptional client experience.
• Build strong cross-functional relationships within the firm to establish best practices and create a positive client experience from start to finish.
• Use data to identify areas of opportunity and develop action plans to improve KPIs and close performance gaps.
• Speak with clients directly when handling escalations.
• Establish customer service goals and support results through best practice leadership, and identify and implement initiatives that provide an outstanding client experience.
• Pull call logs, email reports, and review BI dashboards and use the data to determine team efficiency and accuracy.
• Establish and build SOPs for existing processes and procedures.
• Act as an intermediary between the attorney team and operations team. Take attorney needs and clearly communicate those needs to our front-line arbitration and mailroom team members.
• Ensure our attorneys are made aware of any information gaps the client services team is experiencing.
• Ensure Case Managers have up-to-date information whenever case updates occur.
• Create new protocols for case updates and clearly deliver them to the team.

• Track and monitor Case Manager and mailroom team attendance, adherence to roles, and optimize schedules to ensure proper staffing as needed to maintain service levels.
• Implement new technologies to enhance productivity.
• Manage department personnel issues including performance reviews, counseling, and progressive disciplinary actions as needed.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Must be comfortable adapting to rapidly shifting goals and willing to 'roll up your sleeves' to solve a variety of challenges.
• Proven coaching skills that can impact both front-line employees and Team Leads.
• Basic understanding of legal terminology.
• Experience using Litify legal software or other similar systems.
• Experience with data analysis to track results and make business decisions.
• Experience with Project Management concepts and product deployments.
• Outstanding oral and written communication skills, and comfortability and ease in presenting information to a group.
• Excellent customer service, collaboration, and communication.
• Proficiency with necessary technology, including computers, software applications, phone systems, etc.
• Knowledge of all functions and related tasks in the area of customer relations.
• Ability to work independently or as part of a team.
• Effective problem-solving skills required.
• Ability to be empathetic to clients in various situations.
• Excellent organizational skills and attention to detail.
• Excellent time-management skills with a proven ability to meet set standards.
• Experience supporting a remote and international workforce.
• Ability to manage multiple direct reports.
• Ability to multi-task and adapt to changes quickly.
• Ability to collaborate across functional teams.

Education/Experience:

• Bachelor’s degree preferred.
• 2+ years of contact center experience (Customer Service strongly preferred).
• 2+ years of contact center management experience with proven leadership track record and verifiable history of managing successful, high-volume teams.
• Salesforce experience required.

Certificates/Licenses Required:

• N/A

Language Ability:

• Must be able to read, write, and speak fluent English.