Client Relations & Operations Specialist - Perm

Client Relations & Operations Specialist

Our direct client is seeking a highly organized, customer-focused, and proactive Client Relations & Operations Specialist to support our Intake, Operations, Executive Administration, and Client Service functions. This role serves as a central point of coordination between clients, law firms, underwriting, collections, accounting, and leadership. The ideal candidate thrives in a fast-paced environment, enjoys helping people, possesses exceptional communication skills, and can effectively manage multiple priorities while maintaining a high level of professionalism and attention to detail.

Key Responsibilities

Client Intake & Customer Service

• Answer incoming calls and provide exceptional customer service
• Conduct funding intakes and gather required information from prospective clients
• Enter and maintain client information within CRM systems
• Obtain and document referral sources
• Follow up with prospective clients and incomplete applications
• Assist clients with questions regarding the funding process
• Verify and update client contact information
• Maintain accurate case notes and status updates
• Coordinate resource requests and referrals
• Maintain resource databases and community partner information
• Support community outreach and special events
• Track program activities and documentation

Law Firm & Case Coordination

• Request case information and supporting documentation from law firms
• Follow up on outstanding documents and updates
• Assist with obtaining required forms
• Monitor pending files and ensure timely movement through the funding process
• Maintain professional relationships with law firm staff and attorneys
• Escalate urgent matters when necessary

Operations Support

• Monitor shared inboxes and route inquiries appropriately
• Assist with contract processing and document management
• Track operational tasks and ensure timely completion
• Maintain case statuses and workflow accuracy within CRM
• Prepare reports and provide administrative support to management
• Assist with special projects and process improvement initiatives
• Coordinate internal communications and task follow-up

Executive Assistant Functions

• Coordinate meetings, travel arrangements, and event logistics
• Prepare correspondence, reports, and presentation materials
• Assist with meeting agendas and follow-up action items
• Manage confidential information with discretion and professionalism
• Support leadership with administrative and organizational needs

Qualifications

• 2+ years of administrative, intake, customer service, legal, or operations experience preferred
• Exceptional communication and interpersonal skills
• Strong organizational and multitasking abilities
• High attention to detail and follow-through
• Ability to prioritize tasks and work independently
• Proficiency in Microsoft Office and CRM systems
• Professional phone etiquette
• Ability to maintain confidentiality and exercise sound judgment
• Knowledge of Personal Injury Law Space (preferred but not required)

Preferred Traits

• Positive, solution-oriented attitude
• Strong sense of urgency and accountability
• Comfortable speaking with clients in stressful situations
• Relationship-focused and service-minded
• Adaptable and willing to assist wherever needed
• Team player who takes ownership of responsibilities

Success in This Role

• A successful candidate will be someone who keeps files moving, provides an outstanding experience for clients and law firms, supports leadership effectively, and helps ensure operational excellence across the organization.