Client Services Manager

Atlanta, United States | Posted on 08/28/2026 Department : Client Services Reports to: Director of Process Operations Direct Reports: Client Services Coordinator Classification: Full-time, Exempt Location: Office Our client is amulti-state law firm representing national and regional banks, automobilefinancing lenders, hospitals, medical service providers and other lenders andfinancial institutions. Their clients hire them to resolve consumer andcommercial debts in a professional and respectful manner. PositionSummary TheClient Services Manager is the firm’s primary day-to-day point of contact forassigned creditor clients and is accountable for the health of thoserelationships. The role owns client communication, performance reporting,requirement management, and escalation resolution, and works acrosscollections, suit preparation, litigation support, compliance, and accountingto make sure the firm delivers what each client contract and operating manualrequires. Thisis a client-facing operations role, not a legal role. It does not involve thepractice of law or the provision of legal advice; case strategy and legaldeterminations remain with firm attorneys. Success is measured by clientretention and placement volume, accuracy and timeliness of reporting,performance against contractual service levels, and the speed with which clientissues are resolved and prevented from recurring. Client Relationship Management Serve as the named relationship contact for assignedclient portfolios, handling routine inquiries, requests, and correspondencewith professional, timely, and well-documented responses. Plan and lead recurring client touchpoints, includingweekly or monthly operational calls and quarterly business reviews; setagendas, prepare materials, capture commitments, and follow through to closure. Maintain a current client requirements matrix for eachaccount covering placement criteria, suit approval thresholds, settlementauthority, contact and payment restrictions, reporting formats, and turnaroundexpectations; distribute changes to affected departments and confirmimplementation. Anticipate client concerns and raise them internallybefore they become client complaints; keep firm leadership informed ofrelationship risk, satisfaction signals, and volume trends. Build working relationships across each clientorganization, not just with the primary contact, so continuity survivesturnover on either side. Performance Reporting andAnalytics Develop and maintain reporting templates and recurringqueries so monthly production is repeatable and not rebuilt each cycle. Track each client’s contractual service levels andscorecard metrics, flag trends before thresholds are breached, and coordinatedocumented remediation with the responsible department manager. Placement Onboarding andPortfolio Management Coordinate intake of new placements and filetransmissions, including data mapping, field validation, exception handlingand confirmation of receipt and load. Work with the technical team to resolve transmissionfailures, data quality issues, and format changes; communicate status andexpected resolution to the client without waiting to be asked. Manage account-level client requests including recalls,closures, holds, media and document requests, balance and interest adjustments,disputes, bankruptcy and deceased notifications, and servicemember status. Coordinate remittance reporting and invoicing withaccounting; research and resolve payment posting, fee calculation, andreconciliation questions. Support onboarding of new clients and new portfoliotypes, including operating manual review, workflow configuration requirements,reporting setup, and internal training on client-specific rules. Escalations, Complaints,and Audit Support Own client-forwarded escalations end to end:acknowledge quickly, investigate the underlying account and process history,document findings, and deliver a written response within the client’s requiredturnaround. Route consumer complaints and regulatory or attorneygeneral inquiries to Compliance promptly and supply the account history andoperational context needed for response. Support Compliance during client audits andexaminations by gathering operational data, coordinating departmentalresponses, and tracking client-facing commitments made in corrective actionplans. Identify recurring escalation themes and drive rootcause correction with the responsible department rather than resolving the sameissue repeatedly. Internal Coordination andTeam Leadership Supervise, train, and develop client services staff;set clear expectations, distribute portfolio coverage, and maintain documentedbackup coverage for every account. Maintain standard operating procedures for clientservices workflows, response templates, and reporting production. Translate client requirements into concrete process andsystem changes with collections, suit preparation, litigation support, andtechnology; verify that changes are implemented and hold. Contribute to requests for proposal, capabilitypresentations, and prospective client due diligence, including firm profilematerials and reference reporting. Identify, evaluate, and adopt artificial intelligenceand automation tools that improve the speed and quality of client work —including reporting production, account history research for escalations, dataanalysis, and drafting of client materials — and move successful pilots intodocumented routine use. Apply and enforce the firm’s standards for AI use inclient work: human verification of every client-facing figure, response, anddeliverable before it leaves the firm; no entry of consumer or client data intounapproved tools; and confirmation with Compliance that a client’s contract,operating manual, and subprocessor or confidentiality terms permit the intendeduse. RequiredQualifications Bachelor’s degree, or an equivalent combination ofeducation and directly relevant experience. Five or more years in client services, accountmanagement, or operations within consumer collections, consumer finance,creditor-rights law, or a comparable regulated servicing environment. Two or more years managing external clientrelationships with accountability for performance reporting and issueresolution. Demonstrated ability to prepare and present performanceresults to sophisticated client audiences, including written analysis andformal review presentations. Advanced Excel skills, including pivot tables andlookup and aggregation functions, with proven comfort working in largeoperational data sets. Working familiarity with the consumer protectionframework governing third-party collections, sufficient to recognize when aclient request requires Compliance or attorney review. Strong written and verbal communication and thecomposure to deliver unfavorable results and difficult answers directly. Proven organization and follow-through across manyconcurrent client commitments with competing deadlines. Demonstrated openness to artificial intelligenceadoption and a commitment to building and maintaining working AI literacy. Thefirm is actively applying AI to operational and reporting workflows, and thisrole is expected to learn these tools, apply them to client work, and leadstaff through the change rather than wait for it. PreferredQualifications Experience in a multi-state collections law firm orwith a national creditor, debt buyer, credit union, or fintech lender. Familiarity with Collection Master / CM-SQL or acomparable collections case management platform; ability to read or write SQLqueries is a significant advantage. Experience with client file transmission methods anddata mapping, including secure file transfer and client portals. Working knowledge of creditor-rights litigationworkflow from demand through suit, default judgment, and post-judgmentremedies. Experience preparing quarterly business reviewmaterials and responding to requests for proposal. Hands-on experience applying AI or machine learningtools to reporting, client communication, or back-office operations, includingprompt development, output validation, or workflow integration. Prior supervisory experience. Ownership of the answer — closes the loop withthe client rather than forwarding the question internally and waiting. Numerical credibility — checks figures beforethey leave the building, because one bad number costs more trust than a badmonth. Candor with clients — explains a miss plainly,with the correction attached. Cross-departmental influence — gets operationalchange from teams that do not report to this role. Pattern recognition — treats the third identicalescalation as a process defect, not a third escalation. AI curiosity with judgment — looks for clientwork that should stop being done by hand, and knows that nothing reaches aclient unverified regardless of what produced it. WorkingConditions Primarily office-based with standard business hours;extended hours during month-end and quarter-end reporting cycles, clientreviews, and audits. Periodic travel for client meetings, business reviewsand industry conferences. Successful completion of a background check and anyclient-mandated screening or onboarding requirements. The firm is an equalopportunity employer. This description outlines the general nature of theposition and is not an exhaustive list of duties; responsibilities may bemodified as business needs require. Salary Range: 90,000 to 95,000 per year PTO Parking Dental Insurance Health Insurance Life Insurance (Company Paid) Life Insurance Permanent (Voluntary) Long Term Disability Short Term Disability Vision Insurance #J-18808-Ljbffr