Client Services Manager

Atlanta, United States | Posted on 08/28/2026

Department
:
Client Services
Reports to: Director of Process Operations
Direct Reports: Client Services Coordinator
Classification: Full-time, Exempt
Location: Office

Our client is amulti-state law firm representing national and regional banks, automobile financing lenders, hospitals, medical service providers and other lenders and financial institutions. Their clients hire them to resolve consumer and commercial debts in a professional and respectful manner.

The Client Services Manager is the firm’s primary day-to-day point of contact for assigned creditor clients and is accountable for the health of those relationships. The role owns client communication, performance reporting,requirement management, and escalation resolution, and works across collections, suit preparation, litigation support, compliance, and accounting to make sure the firm delivers what each client contract and operating manual requires.

Thisis a client-facing operations role, not a legal role. It does not involve the practice of law or the provision of legal advice; case strategy and legal determinations remain with firm attorneys. Success is measured by client retention and placement volume, accuracy and timeliness of reporting,performance against contractual service levels, and the speed with which client issues are resolved and prevented from recurring.

• Serve as the named relationship contact for assigned client portfolios, handling routine inquiries, requests, and correspondence with professional, timely, and well-documented responses.
• Plan and lead recurring client touchpoints, including weekly or monthly operational calls and quarterly business reviews; set agendas, prepare materials, capture commitments, and follow through to closure.
• Maintain a current client requirements matrix for each account covering placement criteria, suit approval thresholds, settlement authority, contact and payment restrictions, reporting formats, and turnaround expectations; distribute changes to affected departments and confirm implementation.
• Anticipate client concerns and raise them internally before they become client complaints; keep firm leadership informed of relationship risk, satisfaction signals, and volume trends.
• Build working relationships across each client organization, not just with the primary contact, so continuity survives turnover on either side.

• Develop and maintain reporting templates and recurring queries so monthly production is repeatable and not rebuilt each cycle.
• Track each client’s contractual service levels and scorecard metrics, flag trends before thresholds are breached, and coordinate documented remediation with the responsible department manager.

• Coordinate intake of new placements and file transmissions, including data mapping, field validation, exception handling and confirmation of receipt and load.
• Work with the technical team to resolve transmission failures, data quality issues, and format changes; communicate status and expected resolution to the client without waiting to be asked.
• Manage account-level client requests including recalls,closures, holds, media and document requests, balance and interest adjustments,disputes, bankruptcy and deceased notifications, and service member status.
• Coordinate remittance reporting and invoicing with accounting; research and resolve payment posting, fee calculation, and reconciliation questions.
• Support onboarding of new clients and new portfolio types, including operating manual review, workflow configuration requirements,reporting setup, and internal training on client-specific rules.

• Own…