Client Engagement Specialist

About the Role

The Client Engagement Specialist proactively supports both internal and external clients throughout the case lifecycle by providing education, timely updates, higher-level issue resolution, and responsive, empathetic outreach. In the Client Services model, "clients" include both internal functions such as the Operations Associate Attorney (OAA) team and external clients, the firm's own customers. This role strengthens trust and confidence in the firm's handling of client matters through clear communication, skilled de-escalation, and proactive problem-solving, stepping in on complex or recurring issues and supporting internal teams with backlog or overflow work as needed.

Your Key Contributions

Learn and research case types across practice areas to accurately advise clients on case status, next steps, and what to expect at each stage, based on SOPs, Attorney guidance, trainings, FAQ documents, and other approved communications.

Proactively reach out to external clients at key case milestones to provide updates, answer questions, and confirm understanding of the process.

Conduct outbound client engagement campaigns (e.g., check-in calls, satisfaction surveys, educational touchpoints) to strengthen the client relationship and surface concerns early.

Indepentently manage escalated client issues requiring investigation, judgment, and coordination across departments to achieve timely and effective resolution.

Use empathetic, de-escalation-focused communication to support clients experiencing frustration, confusion, or dissatisfaction with their case or the firm.

Provide general information on payment plan options and connect clients to the Billing team for detailed account questions.

Support the legal team by contacting clients regarding case updates, including denial decisions, clearly explaining next steps and available options per legal team guidance.

Serve as a higher-level point of contact for complex or recurring client issues that require more than first-line resolution, applying sound judgment within established guidelines.

Support internal client functions, such as the Operations Associate Attorney (OAA) team, by helping to clear backlog, manage overflow work, and proactively resolve internal service requests.

Document all client interactions accurately in the firm’s systems and flag patterns or recurring concerns to leadership.

Partner with Client Services, Billing, Legal Support, Operations Associate Attorneys and Training to identify service gaps and recommend solutions that improve the overall client-facing experience. Assist with educational content (FAQs, scripts, one-pagers), in English and Spanish where applicable

Analyze recurring client concerns, case delays, and service issues to identify trends and recommend process improvement that enhance client satisfaction, service deliver and operational efficiency..

Assist with escalation phone calls from dissatisfied clients requesting additional information or support.

What Makes You a Great Fit

High School Diploma or equivalent experience; 1-3 years of client service, case support, or retention-related experience preferred

Excellent problem-solving skills, sound judgment, and a customer-focused approach; comfortable working proactively across both internal and external stakeholders

Excellent interpersonal and communication skills, both verbal and written

Bilingual (English/Spanish)

Proven ability to meet deadlines and manage time independently

Decision Quality: Making good and timely decisions that keep the organization moving forward; relies on a mixture of analysis, wisdom, experience, and judgment when making decisions

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

Being Resilient: Rebounding from setbacks and adversity when facing difficult situations; confident under pressure

Plans and Aligns: Planning and prioritizing work to meet commitme