Client Service Specialist
Job Summary
The Client Specialist (Client Liaison) serves as the primary point of contact and liaison between clients and the firm, and as the central coordination point between the service, finance, legal, and executive teams. This full-time, remote role ensures a professional, responsive, and organized client experience while facilitating seamless communication, scheduling, and case coordination.
The Client Specialist supports client intake, ongoing relationship management, asset review, signing ceremonies, and case-related communication in collaboration with attorneys and legal staff, while working closely with the Finance team, Billing Specialist, and leadership on trust account tracking and reporting.Key Responsibilities
Client Intake, Communication & Scheduling
- Serve as the primary point of contact for prospective and existing clients, responding to inquiries via phone, email, and virtual meetings.
- Coordinate and schedule consultations, client meetings, signing ceremonies, and other appointments between clients and attorneys.
- Conduct client intake interviews, gather relevant information, review assets as applicable, and prepare intake summaries for attorney review.
- Maintain consistent and professional communication between clients, attorneys, and internal teams to ensure clarity and continuity.
- Foster strong client relationships that support positive experiences and long-term client satisfaction.
- Address client questions regarding services, procedures, timelines, and next steps without providing legal advice.
- Identify client concerns, apply sound problem-solving judgment, and facilitate timely resolutions or appropriate escalations.
- Ensure a seamless service delivery experience throughout the client lifecycle.
- Track, report, and coordinate replenishment of Client Trust account balances in collaboration with the Finance team, Legal team, and executive leadership.
- Ensure accurate documentation of trust-related activity and financial follow-ups within client records.
- Support transparent and professional communication around billing, retainers, and trust balances, in accordance with firm protocols.
- Maintain accurate client records, documentation, and data within the firm’s case management system.
- Manage record-keeping, documentation, and data organization to support active client cases.
- Track case timelines, deadlines, and outstanding requirements to ensure smooth case progression.
- Support administrative and project coordination tasks related to client matters as assigned.
- Work collaboratively with attorneys, finance, legal, and administrative teams in a dynamic, fast-paced environment.
- Demonstrate flexibility and adaptability in response to shifting priorities and client needs.
- Participate in internal coordination and reporting efforts to maintain visibility into client status and workflow.
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1–3 years of experience in a legal, professional services, client-facing, or administrative coordination role preferred.
- Strong organizational and time-management skills with the ability to manage multiple client cases and schedules concurrently.
- Proficiency in administrative support, record-keeping, documentation, and data management.
- Strong verbal and written communication skills.
- Client-focused mindset with the ability to build rapport and maintain professional relationships.
- Strong problem-solving skills and the ability to address client concerns effectively.
- Project and workflow management capabilities in a deadline-driven environment.
- High level of attention to detail and confidentiality.
- Flexibility and adaptability when working collaboratively across teams.
- Proficiency with office technology and case management systems.
- Full-time, remote position
- Standard business hours with flexibility based on client and case needs