Client Resolution Specialist

Position Summary

The Client Resolution Specialist serves as the primary point of contact for matters related to client concerns, case withdrawals, terminations, and client communication throughout the resolution process. This role is responsible for ensuring clients receive timely, professional, and compassionate support while maintaining compliance with firm policies and procedures. The Client Resolution Specialist works closely with attorneys, case managers, and administrative staff to facilitate smooth transitions, case closures, and client retention efforts when appropriate.

Essential Duties and Responsibilities

• Serve as the primary contact for clients expressing concerns, dissatisfaction, or requests to terminate representation.
• Review client concerns and coordinate with attorneys and staff to identify potential resolutions.
• Facilitate client retention efforts when appropriate and in accordance with firm policies.
• Process client termination and withdrawal requests accurately and timely.
• Prepare and distribute client termination correspondence and required documentation.
• Coordinate the transfer of client files and records in compliance with applicable legal and ethical requirements.
• Maintain accurate records of all client communications, resolutions, and case status updates within the firm's case management system.
• Collaborate with attorneys and case teams to ensure proper handling of unresolved client issues.
• Monitor and track client complaints, concerns, and termination trends and provide reports to management as requested.
• Ensure all interactions are handled professionally, respectfully, and confidentially.
• Assist with quality assurance initiatives aimed at improving client satisfaction and retention.
• Support intake and operations teams as needed to ensure a positive client experience throughout the lifecycle of representation.
• Perform other duties as assigned.

Qualifications

• Associate's or Bachelor's degree preferred.
• Minimum of 2 years of customer service, client relations, legal support, or related experience preferred.
• Experience in a law firm, particularly personal injury, is preferred.
• Strong interpersonal, conflict-resolution, and communication skills.
• Ability to manage sensitive and confidential information with discretion.
• Excellent organizational skills and attention to detail.
• Proficiency with case management systems, CRM platforms, and Microsoft Office Suite.
• Ability to prioritize tasks and manage multiple matters in a fast-paced environment.

• Client-focused mindset
• Professionalism and empathy
• Conflict resolution and problem-solving
• Strong verbal and written communication
• Attention to detail
• Time management and organization
• Ability to work independently and collaboratively
• Confidentiality and ethical judgment