Client Communications Specialist

JOB SUMMARY

The Client Communications Specialist is responsible for supporting and coordinating client communications across the firm and ensuring client requests, updates, surveys, complaints, and other communications are appropriately distributed, tracked, documented, and completed.

This position serves as a central point of coordination between clients, Compliance, and the firm’s various business units. The ideal candidate is highly organized, detail-oriented, responsive, and comfortable managing multiple requests and deadlines in a fast-paced professional environment.

Key Responsibilities

Client Communications & Inbox Management

• Monitor and manage designated client communication inboxes during normal business hours.
• Review incoming client communications and promptly distribute requests, updates, and other information to the appropriate business units or departments.
• Track client requests and communications through completion to ensure appropriate and timely responses.
• Follow up with internal teams when responses or requested information are outstanding.
• Maintain accurate documentation and records of client communications and related activity.
• Identify time-sensitive or potentially significant client communications and escalate them to appropriate leadership when necessary.

Client Directives & Operational Coordination

• Serve as a professional point of contact for routine client communications, acknowledgments, status updates, follow-up requests, and clarifications.
• Manage loan-level client communications and escalations, including status requests, deadlines, document requests, system updates, fee or invoice inquiries, and other operational matters.
• Monitor client websites, portals, and systems for messages, tasks, announcements, scorecards, findings, certifications, and other required actions. Complete system tasks and upload or retrieve documentation as needed.
• Review and distribute client alerts, directives, manuals, guidelines, escalation matrices, procedural changes, and servicing instructions. Communicate required actions, effective dates, deadlines, and acknowledgment or implementation requirements to affected personnel.
• Receive and promptly route Service of Process notifications and other legal or time-sensitive correspondence to the appropriate department or responsible personnel.
• Support shared mailbox coverage, cross-training, workflow documentation, and continuity of operations while safeguarding confidential and client-sensitive information.

Client Surveys & Information Requests

• Coordinate surveys, questionnaires, certifications, and other information requests received from clients.
• Work closely with Compliance and applicable business units to gather accurate and complete responses.
• Track deadlines and follow up with responsible parties to ensure timely completion.
• Assist with compiling, reviewing, and submitting completed responses to clients.
• Maintain organized records of completed surveys and supporting documentation.
• Research prior approved responses, client requirements, policies, procedures, templates, historical submissions, and supporting documentation to assist with preparing accurate and current client responses.

Complaint Tracking & Coordination

• Monitor and track complaints received by the firm through designated communication channels.
• Ensure complaints are promptly routed to the appropriate business unit, Compliance, or other responsible party.
• Maintain the firm’s complaint tracking records, including receipt dates, responsible parties, response deadlines, status, and resolution.
• Assist with submitting complaint responses or information to clients when required.
• Follow up on outstanding complaints to ensure required actions are completed within established deadlines.
• Escalate overdue or significant matters to appropriate leadership.

SharePoint & Records Management

• Maintain and organize the Client Communications SharePoint site and related documentation.
• Ensure client communications, surveys, complaints, procedures, reference materials, and other applicable records are stored in the appropriate locations.
• Maintain consistent naming conventions, folder structures, and document organization.
• Help ensure information maintained in SharePoint remains current, accurate, and easily accessible to authorized team members.

KNOWLEDGE, SKILLS AND ABILITIES

• High degree of attention to detail;
• Superb verbal and written communication skills;
• Self starter with the ability to function with minimal supervision;
• Ability to analyze files for completeness;
• Ability to multi task and prioritize tasks with competing priorities;
• Ability to work with staff and attorneys across multiple teams and states;
• Results driven with focus on achieving set goals for team;
• Effectively working as a team player and promote a congenial, collaborative environment;
• Prior knowledge of foreclosure processes.
• Proficiency in Microsoft Office products, including Word and Excel and Adobe PDF.
• Proficiency in client sites, including, but not limited to, Tempo, BKFS/ICE, ADR, Clairfire, and Vendorscape REQUIRED.
• Excellent proofreading and professional correspondence skills;
• Sound judgment in prioritizing high-volume communications and identifying urgent, sensitive, legal, regulatory, financial, operational, or reputational risks;
• Ability to interpret client requests and translate them into clear assignments for multiple departments and subject-matter experts;
• Ability to maintain confidentiality and exercise discretion when handling complaints, legal matters, client information, cybersecurity materials, and other sensitive records;
• Proficiency in Microsoft Outlook shared mailboxes, SharePoint, secure email, client portals, task trackers, and policy or document-management systems;
• Commitment to timely client service, teamwork, collaboration, and continuous process improvement.

EDUCATION:

· Associate Degree or the equivalent in professional experience.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, talk, or hear. The employee is occasionally required to stand, walk, use hands to finger, handle, or feel; reach with hands and arms, and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job: Normal office working conditions, with quiet to moderate noise level within the work environment.

We offer a comprehensive compensation package, which includes a salary commensurate with experience and accomplishments.

If you possess the requisite qualifications and are seeking the challenge of working in a growing firm, please submit your resume in confidence.

All applicants applying for U.S. job openings must be authorized to work in the United States.

• Please note: No employment sponsorship or support will be given for this position. McCalla Raymer Leibert Pierce, LLP will not consider any employment immigration sponsorship or support. This means that McCalla Raymer Leibert Pierce, LLP will not support any CPT, OPT, or STEM OPT plans, nor sponsor in any NIV category (including TN, E-3, H-1B, O-1), or submit the position in the H-1B Registration; or
• Visa sponsorship nor immigration support is not available. Applicants must be legally authorized to work in the United States now and in the future. The company does not provide visa sponsorship or any immigration support (including STEM OPT training plan) for this position

Because of the high volume of calls received, only qualified candidates will be contacted for consideration.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.