Client Care Professional

Job Description

Job Description

Poulin | Willey Trial Lawyers is looking for a compassionate and dedicated Client Care Professional to join our team. As a leading personal injury law firm, we are committed to providing outstanding legal representation and ensuring a seamless, supportive experience for our clients.

In this role, you will be the primary point of contact for our clients, guiding them through the legal process with empathy, professionalism, and efficiency. You will work closely with attorneys and legal staff to keep clients informed, assist with case preparation, and ensure they receive the care and attention they deserve.

Key Responsibilities:

- Serve as the main point of contact for clients, addressing inquiries via phone, email, and in-person meetings.

- Provide compassionate support to clients, ensuring they understand the legal process and feel confident in their case progress.

- Educate clients about case expectations, timelines, and necessary steps.

- Collaborate with attorneys and legal staff to gather case information, documents, and medical records.

- Maintain accurate client records in the firm’s case management system.

- Assist clients with completing legal paperwork and provide guidance on necessary documentation.

- Schedule client appointments, follow-ups, and legal meetings with attorneys and medical providers.

- Monitor deadlines and ensure timely communication with clients regarding case developments.

- Address and resolve client concerns professionally, escalating issues when necessary.

- Work to maintain positive client relationships by demonstrating empathy, patience, and professionalism .

- Uphold the firm’s core values by delivering an outstanding client experience.

- Act as a brand ambassador , ensuring a positive first impression for all client interactions.

Requirements

• High school diploma or equivalent.
• Associate’s or bachelor’s degree in a relevant field is a plus.
• Prior experience in a client-facing role is required (legal, customer service, or healthcare preferred).
• Experience in personal injury law or a law firm setting is a plus.

Skills & Competencies:

• Communication & Interpersonal Skills – Ability to connect with clients professionally and empathetically.
• Organizational & Multitasking Abilities – Able to manage multiple cases and deadlines efficiently.
• Attention to Detail – Strong focus on accuracy in documentation and case updates.
• Problem-Solving Mindset – Proactive in addressing client concerns and finding solutions.
• Tech Proficiency – Experience with case management software (Clio, FileVine, Litify) is preferred.
• Ability to Work Under Pressure – Comfortable handling high-stress situations with professionalism.