Job Description
Miller & Miller is a widely respected consumer bankruptcy law firm, in downtown Milwaukee, looking to add an energetic, positive, and driven team member. We are looking to hire an experienced Team Lead to our Chapter 13 bankruptcy department. The ideal candidate must have excellent customer service skills, a keen eye for detail, and be a team player. Additionally, the ideal candidate will be comfortable working in a high volume law firm, handling multiple clients simultaneously, and is both dependable and reliable. The Chapter 13 Team Lead is the operational core of Miller & Miller Law's Chapter 13 department. This is not a traditional paralegal role. The Team Lead owns the department's day-to-day execution — managing case flow, leading the case management team, enforcing process standards, and driving every case toward confirmation and discharge. Attorneys are consulted for legal decisions. Everything else runs through the Team Lead. Job duties include, but not limited to:. 1. Confirmation machine — own it Run the weekly confirmation huddle — every unconfirmed case reviewed, status flagged (Ready / Needs Amendment / Blocked), named owner and deadline assigned to every blocked item Track every unconfirmed case from filing to confirmation; escalate stalled cases immediately Enforce the 48-hour objection response rule — every trustee or creditor objection assigned within 24 hours, response drafted within 48 Escalate to attorney only when the objection requires a legal strategy decision Own the confirmation rate KPI — target 85%+ 2. Case flow management — pre-filing through discharge Oversee the pre-filing team handoff — verify every case handed to the Ch. 13 pod meets all handoff standards (autopay/TFS confirmed, TFS and NDC portals verified, at least one payment made, prep call completed) Assign and manage case managers across the pod — each case has a named owner at every phase Monitor post-341 task completion — AI summary reviewed, tasks assigned same day, readily-available documents obtained within 3 days, confirming email sent within 24 hours Manage post-confirmation case maintenance — payment compliance, ECF monitoring, annual tax return processing, motions management, hearing prep Own end-of-case process — completion course, mortgage/child support certification, discharge 3. Ticket system — triage and route Manage the department ticket system — every inbound task, client request, and escalation is ticketed, assigned, prioritized, and tracked to resolution Review attorney escalation tickets — confirm that every ticket routed to an attorney genuinely requires attorney judgment before it lands with Mark or Jill Monitor overdue tickets daily — no ticket sits unresolved past its SLA without a documented reason 4. Smart routing — phone and email Own and enforce phone and email routing protocols — every call and email reaches the right person the first time Monitor SLA compliance — calls returned same day, emails answered within 24 hours, urgent items (AODs, court notices) actioned immediately Protect attorney calendar — no call or email routes to Mark or Jill without first passing through a case manager or the Team Lead Review weekly SLA dashboard with pod; address recurring routing failures 5. Team management and development Directly supervise case managers and legal assistants — conduct regular 1:1s, set performance expectations, and address issues early Own SOP documentation — every process is written down, version-controlled, and accessible; institutional knowledge does not live in anyone's head Train new staff — every new hire completes the documented training process before working independently on cases Identify skill gaps and coordinate training; escalate hiring needs to operations leadership Build a team where employee longevity is the norm — consistent staff means better client outcomes and lower training costs 6. KPI ownership and reporting Track and report on all department KPIs weekly — confirmation rate, days to confirmation, 341 continuation rate, post-confirmation dismissal rate, SLA compliance, fee app completion Present KPI summary to operations leadership and attorneys monthly Identify trends — rising amendment rates, stalled cases, SLA misses — and address root causes, not just symptoms Own the fee application revenue stream — assign responsibility, track completion, report revenue captured Required Qualifications: 3+ years in a bankruptcy law firm, with direct Chapter 13 case management experience Ex