Client Relations Specialist

About the Organization
Brock & Scott has been a trusted leader in the financial services and real estate industry for over 25 years with a commitment to helping our clients succeed. Our attorneys and staff drive solutions that create value and results to achieve client goals and help them accomplish more. Through multiple offices across our geographic footprint, we work as one team, at our best each day, putting our clients' interests first.

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Diversity, Equity, & Inclusion:
In principle and in practice, Brock & Scott values and seeks inclusion and diversity within our community. Brock & Scott is committed to providing a welcoming and equitable environment with opportunities for engagement regardless of individual thought, sexual orientation, gender identity and expression, culture, ethnicity and experience.

Description

The Client Relations Specialist manages, retains, and grows a portfolio of assigned clients through proactive relationship management, onboarding coordination, performance analysis, and cross-functional partnership. This role serves as the primary liaison between clients and internal teams, ensuring strong customer service, timely issue resolution, and continuous improvement.

Client Relations operates with a strong focus on relationship building, market intelligence, accountability, and performance transparency. This is a high-visibility role requiring strong communication, analytical thinking, and the ability to translate data and priorities into action.

Key Responsibilities

Client Portfolio & Relationship Ownership

• Own assigned client portfolios as the primary point of contact, maintaining strong, trusted relationships through consistency, credibility, and follow-through.
• Act as the liaison between clients and internal teams, representing client interests while balancing firm capabilities, timelines, and compliance requirements.
• Maintain ownership of assigned Outlook inboxes, ensuring timely review, prioritization, response, and follow-through on client and internal communications.
• Lead and coordinate client onboarding and portfolio transitions, ensuring expectations, documentation, and timelines are clearly managed.

Performance Management & Market Insight

• Own the monthly client scorecard analysis and review process, ensuring performance is trended, understood, and discussed.
• Ensure accurate and consistent storage of scorecards and supporting documentation to support visibility and audit readiness.
• Identify portfolio, client, and state-level trends, risks, and opportunities, translating data into actionable insights for clients and internal leadership.

Escalation, Root Cause & Execution

• Serve as the lead escalation point for assigned clients once standard escalation paths have been followed.
• Perform root cause analysis on escalations and performance gaps and partner with internal teams on remediation plans, action items, and performance improvement plans as needed.
• Clearly communicate escalation status, findings, and resolution plans to clients and internal leadership.

Prioritization, Growth & Continuous Improvement

• Manage competing client priorities using strong time management, prioritization, and reprioritization skills, actively executing identified priorities.
• Proactively identify emerging risks, client needs, or performance concerns and take action before escalation is required.
• Identify opportunities to strengthen and grow client relationships through performance improvement and strategic engagement.
• Develop, track, and maintain strategic goals aligned to client needs, departmental objectives, and firm priorities.
• Support Compliance with onsite and offsite client reviews as needed.

Core Skills & Competencies

• Strong time management, prioritization, and execution skills
• Proactive, action-oriented approach to client management
• Strong analytical and root cause analysis capabilities
• Clear, confident written and verbal…