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About the Role

The Account Representative at The Law Office of Bryan Fagan is the primary point of contact for existing clients, responsible for ensuring high levels of engagement, satisfaction, and retention. This role requires a proactive approach to client relationship management, including regular communication, conflict resolution, identifying upsell opportunities, and collaborating across functions to meet client needs. A critical focus includes ensuring contract compliance, financial accountability, and full transparency with clients during key legal milestones. An outstanding candidate will demonstrate excellent communication skills and a knack for working with numbers.

Responsibilities

Serve as the dedicated liaison for active clients throughout the lifecycle of their case or engagement.
Build and maintain strong relationships with clients by offering support, solutions, and timely updates.
Conduct scheduled check-ins to assess client satisfaction and address concerns proactively.
Meet with clients at designated stages of their case—such as mediations, depositions, arbitrations, and trial—to ensure transparency, preparedness, and understanding of both legal and financial expectations.
Engage in heavy client communication using multiple channels, including verbal (calls and meetings), written (emails, letters), and texting, using platforms like Clio, client portals, and secure messaging tools.
Monitor all assigned client accounts to ensure legal service delivery is on track.
Maintain and update financial information and case milestones across various platforms, including Clio, Google Sheets, and internal systems.
Ensure accurate documentation of all client interactions in CRM and case management systems.
Maintain high client engagement through personalized communication, case status updates, and milestone celebrations.

Requirements

2+ years of experience in customer service, client success, or account management (preferably handling collection/client relations in legal, financial, or professional services)
Demonstrated ability to manage multiple accounts and prioritize effectively

Skills

Strong verbal and written communication skills across phone, email, and text platforms
Proficient in CRM and productivity tools including Clio, Google Sheets, and internal case management platforms
Proficient in Excel

Location

Austin

Work Type

Full Time

Experience Level

2+ years of experience

Benefits

401K - with matching up to 5%!
Medical Insurance
Dental insurance
Health insurance
Vision insurance
Life Insurance
Long & Short Term Disability Insurance

About the Company

The Law Office of Bryan Fagan is a firm that excels in family, estate planning & probate, and criminal law matters.
We have (11) offices in Texas: (2) offices in Houston (Corporate and River Oaks,) and (1) office in Atascocita, Humble, Kingwood, The Woodlands, Austin, Dallas, San Antonio, Fort Worth, and Humble.

Equal Opportunity

We recognize that diverse experiences, perspectives and backgrounds enable us to be an even stronger company and workplace. Not only will you be welcome here, your unique thoughts and opinions will be encouraged, celebrated and deeply valued.