Client Relations Specialist

Freeman Mathis and Gary is a national litigation firm and we are seeking a Client Relations Specialist to join our rapidly growing team. As a Client Relations Specialist, you will be responsible for building and enhancing client relationships, retaining current clients and expanding the practice (current and new clients; jurisdictional; lines of business and cross-selling), resulting in increased revenue. You will function as an advisory specialist to management and the firm’s clients.

This is not your typical law firm client relations role. FMG is looking for a seasoned legal or insurance professional. Candidates should have a deep understanding of the insurance industry and the roles of claims, underwriting, producers and related fields. Examples of the type of experience sought are those who have been successful handling litigated claims at an insurance carrier, TPA, or defense law firm, understand the industry and litigation management principles and are interested in bringing that knowledge and perspective to a team of like-minded professionals at a rapidly growing, sophisticated, defense AmLaw200 law firm that understands its clients’ needs.

The following set of success factors describe the characteristics of those who are successful in our Firm:

Helpful, Congenial, Personable, Positive

Unpretentious, Approachable, Respectful, Team Oriented

Accountable, Takes Ownership, Corrects Mistakes

Organized, Timely, Confidential, Responsive (within 24 hours)

Essential Job Functions:

• Serve as the primary point of contact for insurance carrier clients, addressing their needs and inquiries promptly and professionally.
• Develop and maintain strong, lasting relationships with key decision-makers within client organizations. Work closely with relationship partners for client account management and satisfaction during the full lifecycle of clients.
• Coordinate regular updates and meetings with clients to discuss their needs, feedback, and opportunities for improvement. Also use these interactions, and key operational approaches to their claims litigation.
• Identify and resolve client issues, collaborating with internal teams to ensure satisfactory outcomes.
• Ensure a smooth onboarding transition for new clients. This includes communicating a clear understanding of client expectations within the firm, facilitating introductions, and providing a clear understanding of our firm’s services and processes for new clients.
• Prepare and present regular reports on client status, service delivery, and satisfaction levels both externally with the client and internally.
• Work with the Practice teams to develop client scorecards of client KPIs and share results with clients.
• Work closely with attorneys on client relation issues.
• Have regular internal client-specific meetings across practice sections so we’re understanding needs and issues at a client versus practice level.
• Stay informed about industry trends and developments in litigation management, the insurance industry and legal services to provide valuable insights to clients.
• Attend Practice Section meetings and work with Practice Section leadership on client relations and business development training and business opportunities.
• Input key client updates into our client database.
• Participate and attend industry events to enhance client relationships and identify opportunities for new clients.

Education, Experience, and Skills:

• Bachelor’s degree
• Working knowledge of the property & casualty insurance industry, including litigation management and civil litigation defense is required.
• Established relationships with carriers and industry decision-makers in large insurance markets is a plus.
• Proficient in Microsoft Office.
• Excellent organizational and written and verbal communication skills.
• Self-motivated, with attention to detail.

In addition, the position requires:

• Ability to use a computer for eight hours or more a day.
• The position often requires dealing with moderate to high stress. The ability to cope with and manage stress is essential.
• The ability to travel to client locations or conferences via airplane.

What we offer you:

• Competitive compensation
• Comprehensive benefits package, including medical, dental, and vision
• HSA and FSA plan available for employees and dependents
• Work-life balance
• 401K plan
• Firm paid life insurance and long-term disability
• Employee Assistance Program
• Parental Leave
• Year-end bonuses and referral fee program

EEO Statement

Freeman Mathis & Gary, LLP (FMG) is committed to providing equal employment opportunity to all applicants and employees by maintaining a workplace free of discrimination on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or other protected group status as provided by law. FMG complies with all applicable federal, state, and local laws. Employment dependent on successful completion of a background check and drug screen.