Client Services Manager

Client Services Manager

Department: Client Services Reports to: Director of Process Operations Direct Reports: Client Services Coordinator Classification: Full-time, Exempt Location: Office

Our client is a multi-state law firm representing national and regional banks, automobile financing lenders, hospitals, medical service providers and other lenders and financial institutions. Their clients hire them to resolve consumer and commercial debts in a professional and respectful manner.

Job Description

Position Summary: The Client Services Manager is the firm's primary day-to-day point of contact for assigned creditor clients and is accountable for the health of those relationships. The role owns client communication, performance reporting, requirement management, and escalation resolution, and works across collections, suit preparation, litigation support, compliance, and accounting to make sure the firm delivers what each client contract and operating manual requires. This is a client-facing operations role, not a legal role. It does not involve the practice of law or the provision of legal advice; case strategy and legal determinations remain with firm attorneys. Success is measured by client retention and placement volume, accuracy and timeliness of reporting, performance against contractual service levels, and the speed with which client issues are resolved and prevented from recurring.

Key Responsibilities:

• Client Relationship Management
• Performance Reporting and Analytics
• Placement Onboarding and Portfolio Management
• Escalations, Complaints, and Audit Support
• Internal Coordination and Team Leadership

Required Qualifications:

• Bachelor's degree, or an equivalent combination of education and directly relevant experience.
• Five or more years in client services, account management, or operations within consumer collections, consumer finance, creditor-rights law, or a comparable regulated servicing environment.
• Two or more years managing external client relationships with accountability for performance reporting and issue resolution.
• Demonstrated ability to prepare and present performance results to sophisticated client audiences, including written analysis and formal review presentations.
• Advanced Excel skills, including pivot tables and lookup and aggregation functions, with proven comfort working in large operational data sets.
• Working familiarity with the consumer protection framework governing third-party collections, sufficient to recognize when a client request requires Compliance or attorney review.
• Strong written and verbal communication and the composure to deliver unfavorable results and difficult answers directly.
• Proven organization and follow-through across many concurrent client commitments with competing deadlines.
• Demonstrated openness to artificial intelligence adoption and a commitment to building and maintaining working AI literacy.

Preferred Qualifications:

• Experience in a multi-state collections law firm or with a national creditor, debt buyer, credit union, or fintech lender.
• Familiarity with Collection Master / CM-SQL or a comparable collections case management platform; ability to read or write SQL queries is a significant advantage.
• Experience with client file transmission methods and data mapping, including secure file transfer and client portals.
• Working knowledge of creditor-rights litigation workflow from demand through suit, default judgment, and post-judgment remedies.
• Experience preparing quarterly business review materials and responding to requests for proposal.
• Hands-on experience applying AI or machine learning tools to reporting, client communication, or back-office operations, including prompt development, output validation, or workflow integration.
• Prior supervisory experience.

Competencies:

• Ownership of the answer closes the loop with the client rather than forwarding the question internally and waiting.
• Numerical credibility checks figures before they leave the building, because one bad number costs more trust than a bad month.
• Candor with clients explains a miss plainly, with the correction attached.
• Cross-departmental influence gets operational change from teams that do not report to this role.
• Pattern recognition treats the third identical escalation as a process defect, not a third escalation.
• AI curiosity with judgment looks for client work that should stop being done by hand, and knows that nothing reaches a client unverified regardless of what produced it.

Working Conditions:

• Primarily office-based with standard business hours; extended hours during month-end and quarter-end reporting cycles, client reviews, and audits.
• Periodic travel for client meetings, business reviews, and industry conferences.
• Successful completion of a background check and any client-mandated screening or onboarding requirements.

The firm is an equal opportunity employer. This description outlines the general nature of the position and is not an exhaustive list of duties; responsibilities may be modified as business needs require.

Benefits:

• Salary Range: 90,000 to 95,000 per year
• 401(k) - short waiting period - company match up to 6%
• PTO
• Parking
• Dental Insurance
• Health Insurance
• Life Insurance (Company Paid)
• Life Insurance Permanent (Voluntary)
• Long Term Disability
• Short Term Disability
• Vision Insurance