Client Resolution Specialist

About the role

The Client Resolution Specialist is the primary point of contact for clients who have concerns, wish to withdraw, or terminate representation. You will ensure that each interaction is handled with professionalism, empathy, and compliance with firm policies, supporting both client satisfaction and firm retention goals.

Key responsibilities

• Serve as the first contact for clients expressing dissatisfaction or termination requests.
• Review concerns, coordinate with attorneys and staff, and propose resolutions.
• Process termination and withdrawal requests accurately and timely.
• Prepare and distribute termination correspondence and required documentation.
• Coordinate the secure transfer of client files in line with legal and ethical standards.
• Maintain detailed records of all client communications and case status updates.
• Monitor complaint trends and generate reports for management.
• Support quality‑assurance initiatives to improve client satisfaction.

Required profile

• Associate’s or Bachelor’s degree preferred.
• Minimum of 2 years of experience in customer service, client relations, or legal support.
• Experience in a law firm, especially personal injury, is a plus.
• Strong interpersonal, conflict‑resolution, and communication abilities.
• Ability to handle confidential information with discretion.
• Excellent organizational skills and attention to detail.

Required skills

• Proficiency with case management systems.
• Experience using CRM platforms.
• Strong command of the Microsoft Office Suite.

What we offer

• A client‑focused work environment that values professionalism and empathy.
• Opportunities to develop conflict‑resolution and problem‑solving expertise.
• Collaborative team setting with attorneys, case managers, and administrative staff.