Prelitigation Client Relations Specialist

Job Description

Job Description

Description

Rutter Mills LLP, a leading personal injury law firm in Hampton Roads, is seeking an experienced and client-focused Prelitigation Client Relations Specialist to join our team.  This role is ideal for someone with personal injury pre-litigation experience who enjoys client communication, follow-up, and helping clients understand the case process.

This position supports our pre-litigation attorneys and paralegals by maintaining regular contact with clients, documenting updates, identifying follow-up needs, and helping ensure clients feel informed and supported throughout their case.

Schedule : Full-time Monday through Friday

Location: On-site in Norfolk or Hampton, VA.  Remote work flexibility may be available for candidates.

About the Role:

As a Prelitigation Client Relations Specialist, you will serve as an important communication resource for clients during the pre-litigation stage of their personal injury case. This is a high-contact role that involves frequent phone and email communication, treatment-status follow-up, case update documentation, and support for pre-litigation paralegals and attorneys.

This is a strong fit for someone who understands the personal injury case process, enjoys working with clients, and can stay organized while managing frequent follow-up tasks. The right candidate will be empathetic, professional, detail-oriented, and comfortable speaking with clients who may be injured, frustrated, anxious, or unsure of what to expect.

Key Responsibilities

• Communicate with clients by phone and email regarding case updates, treatment status, and next steps.
• Support pre-litigation attorneys and paralegals across the department by helping maintain consistent client communication and follow-up.
• Document client communication and case updates accurately in the firm’s case management system.
• Identify client concerns, treatment delays, missed appointments, or follow-up needs and escalate them appropriately.
• Maintain organized follow-up tasks to help support case progress.
• Follow firm procedures and maintain confidentiality in all client and case-related communications.

Qualifications

• 2+ years of personal injury pre-litigation experience required.
• Strong understanding of the personal injury case process, including treatment, insurance communication, and case progression.
• Excellent phone and email communication skills with strong empathy, patience, and active listening.
• Highly organized with strong follow-through, attention to detail, and the ability to manage multiple client follow-ups.
• Ability to remain professional and calm when speaking with upset or frustrated clients.
• Ability to support multiple attorneys and paralegals across the department while adapting to different communication styles, priorities, and case needs.
• Comfortable learning new software and maintaining accurate case notes.

Why Rutter Mills?

Rutter Mills, LLP is a well-established and highly regarded personal injury firm with offices throughout Hampton Roads. Our Pre-Litigation Department plays an important role in supporting clients, attorneys, and case outcomes during the early stages of the personal injury process.

We are also committed to giving back to the community through partnerships with local nonprofits and youth sports organizations, contributing time, resources, and support to the communities we proudly serve.

As our firm continues to grow, this role offers long-term career potential, including opportunities for professional development and increased responsibility.

Benefits Include:

• Paid Time Off 
• Health insurance 
• Supportive team environment with opportunities for growth
• Free parking
• 401(k) with matching after 1 year 

If you're organized, detail-oriented, and enjoy helping clients while managing a fast-paced caseload, we'd love to hear from you!