Client Relations and Assurance Specialist

Freeman Mathis & Gary, LLP is a nationally recognized Am Law 200 law firm with over 500 attorneys servicing clients in 40 offices and 22 states seeking an experienced Client Relations and Assurance Specialist to join our Atlanta office. The Client Relations and Assurance Specialist is an integral member of the Client Relations/Assurance team and serves as a key operational partner in driving the firm’s new business intake process for Assurance clients and non-Assurance clients who have a single point of contact within the FMG Client Relations team for new matters.

This role is not limited to administrative support; it requires ownership, judgment, responsiveness, and proactive coordination to ensure that new matters are received, clarified, advanced, and transitioned efficiently. As a client-facing and internal liaison, this individual helps shape the intake experience, supports timely and accurate communication, and partners with attorneys, client contacts, and internal teams to keep matters moving with urgency, professionalism, and accountability.

In addition to intake coordination, the position supports Client Relations/Assurance initiatives that are directly tied to client experience, service consistency, reporting, and project execution. The incumbent will be expected to anticipate needs, identify gaps, manage competing priorities, communicate effectively across departments, and contribute as a peer-level team member who helps advance the department’s business objectives and client service commitments.

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

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

• Serves as the lead intake contact and operational owner for new matters for Assurance clients and non-Assurance clients who have matters assigned through Client Relations.
• Independently receives, reviews, triages, and advances incoming referrals; collects, clarifies, and escalates required intake details while communicating with referral sources and internal stakeholders to resolve missing, incomplete, or unclear information.
• Submits conflict check requests in accordance with firm procedures and monitors status to ensure timely review and resolution.
• Maintains complete and accurate documentation of intake activity in accordance with established procedures and recordkeeping requirements, using sound judgment to verify required details and ensure matters are positioned for timely opening following conflicts clearance.
• Accurately enters client and matter data into the firm’s systems to ensure compliance with ethical obligations, firm policy, and data governance standards.
• Ensures all required documentation is attached to the client and matter records prior to activation.
• Coordinates and owns the formal handoff of cleared and opened matters to downstream teams as necessary, partnering with attorneys and administrative teams to ensure smooth onboarding, clear expectations, and transition of matters into active workflow.

• Maintains and develops client contact information, relationship data, intake history, and client touchpoints to support informed communication, relationship management, and service continuity. This may involve inputting information into Salesforce or other systems.
• Coordinates client appreciation initiatives, relationship follow-up, and client-facing communications with a focus on responsiveness, accuracy, and reinforcing a high-touch client experience.
• Partners with attorney team members on client-related follow-up, intake questions, status updates, and other matters that support client service and relationship management.

• Manages and coordinates projects and department initiatives within the Client Relations/Assurance team, including tracking deliverables, timelines, follow-up items, and stakeholder communications.
• Prepares, coordinates, and distributes reports, presentations, and status updates for interdepartmental,…