Client Relations and Assurance Specialist

Freeman Mathis & Gary, LLP is a nationally recognized Am Law 200 law firm with over 500 attorneys servicing clients in 40 offices and 22 states seeking an experienced Client Relations and Assurance Specialist to join our Atlanta office. The Client Relations and Assurance Specialist is an integral member of the Client Relations/Assurance team and serves as a key operational partner in driving the firm’s new business intake process for Assurance clients and non-Assurance clients who have a single point of contact within the FMG Client Relations team for new matters. This role is not limited to administrative support; it requires ownership, judgment, responsiveness, and proactive coordination to ensure that new matters are received, clarified, advanced, and transitioned efficiently. As a client-facing and internal liaison, this individual helps shape the intake experience, supports timely and accurate communication, and partners with attorneys, client contacts, and internal teams to keep matters moving with urgency, professionalism, and accountability. In addition to intake coordination, the position supports Client Relations/Assurance initiatives that are directly tied to client experience, service consistency, reporting, and project execution. The incumbent will be expected to anticipate needs, identify gaps, manage competing priorities, communicate effectively across departments, and contribute as a peer-level team member who helps advance the department’s business objectives and client service commitments. The following set of success factors describe the characteristics of those who are successful in our Firm: Organized, Timely, Confidential, Responsive (within 24 hours) Essential Duties and Responsibilities New Business Intake Leadership, Coordination & Handoff Serves as the lead intake contact and operational owner for new matters for Assurance clients and non-Assurance clients who have matters assigned through Client Relations. Independently receives, reviews, triages, and advances incoming referrals; collects, clarifies, and escalates required intake details while communicating with referral sources and internal stakeholders to resolve missing, incomplete, or unclear information. Submits conflict check requests in accordance with firm procedures and monitors status to ensure timely review and resolution. Maintains complete and accurate documentation of intake activity in accordance with established procedures and recordkeeping requirements, using sound judgment to verify required details and ensure matters are positioned for timely opening following conflicts clearance. Accurately enters client and matter data into the firm’s systems to ensure compliance with ethical obligations, firm policy, and data governance standards. Ensures all required documentation is attached to the client and matter records prior to activation. Coordinates and owns the formal handoff of cleared and opened matters to downstream teams as necessary, partnering with attorneys and administrative teams to ensure smooth onboarding, clear expectations, and transition of matters into active workflow. Client Communication & Client Experience Support Maintains and develops client contact information, relationship data, intake history, and client touchpoints to support informed communication, relationship management, and service continuity. This may involve inputting information into Salesforce or other systems. Coordinates client appreciation initiatives, relationship follow-up, and client-facing communications with a focus on responsiveness, accuracy, and reinforcing a high-touch client experience. Partners with attorney team members on client-related follow-up, intake questions, status updates, and other matters that support client service and relationship management. Project Management, Reporting & Department Operations Manages and coordinates projects and department initiatives within the Client Relations/Assurance team, including tracking deliverables, timelines, follow-up items, and stakeholder communications. Prepares, coordinates, and distributes reports, presentations, and status updates for interdepartmental, intradepartmental, leadership, and external client-related purposes. Identifies, recommends, and helps implement process improvements to strengthen intake efficiency, data integrity, communication flow, and FMG Client Relations/Assurance business objectives. Contributes to department planning, operational execution, and other duties as assigned in support of Client Relations/Assurance priorities. Assist with special projects and additional duties as assigned. Qualifications: 3 - 5 years of law firm administrative experience preferred within a mid-to-large law firm environment. Experience with the intake process is a plus. Experience with Upfront, Aderant, and document management systems preferred. Familiarity with outside counsel guidelines, legal terminology, and law firm operational procedures, along with the insurance ecosystem. Proficiency in Microsoft Office Suite, with the ability to learn new software platforms quickly. Proficiency with creating Excel pivot tables is required. Proficiency with Salesforce is strongly preferred. Exceptional attention to detail, organizational skills, and ability to manage multiple priorities and deadlines in a fast-paced environment. Strong written and verbal communication skills with the ability to interact effectively with attorneys, clients, and administrative personnel. Strong organizational skills and project management skills - with ability to prioritize and manage expectations across multiple, complex projects/priorities with aggressive due dates and quick turn-around times. Ability to maintain confidentiality and exercise discretion when handling sensitive information. Ability to work both independently and collaboratively across departments and offices What we offer you: Competitive compensation Comprehensive benefits package, including medical, dental, and vision HSA and FSA plans available for employees and dependents Work-life balance Generous PTO policy 401K plan including a 3% Employer Safe Harbor contribution 1.5% Profit Sharing contribution Firm paid life insurance and long-term disability Employee Assistance Program Year-end bonuses and referral fee programs Regular firmwide socials and events EEO Statement Freeman Mathis & Gary, LLP (FMG) is committed to providing equal employment opportunities to all applicants and employees by maintaining a workplace free of discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status as provided by law. FMG complies with all applicable federal, state, and local laws. This position is subject to our drug‑free workplace policy, which includes the ability to pass a pre‑employment drug screen. Employees may be subject to reasonable‑suspicion drug testing in accordance with Firm policies outlined in the Employee Handbook. #J-18808-Ljbffr Freeman Mathis & Gary, LLP