Client Engagement Specialist

Frost Law is a growing Annapolis-based law firm with more than 40 attorneys, nationally recognized for our work in tax, estate, bankruptcy, and business law.We’re looking for a motivated, relationship-driven professional who enjoys turning a first conversation into a signed client. In this role, you’ll be the first voice of the firm, guiding prospective clients from initial inquiry through signed engagement. You’ll manage high-volume inbound and outbound calls in a fast-paced environment and take ownership of every lead from first contact to retainer. This is a great fit for someone who is committed to long-term growth and wants to build expertise in our core business processes.Job ResponsibilitiesEngage leads quickly and personally. Serve as the first point of contact for prospective clients across all communication channels, responding promptly and setting a warm, professional tone. No cold calling: every lead has contacted us or asked us to contact them.Run consultative intake conversations. Conduct scheduled intake appointments, ask thoughtful questions, and gather the information needed to understand each prospect’s situation and goals.Assess fit and guide next steps. Evaluate the potential viability of each matter based on the information gathered and our partner firm’s qualifications. Match callers with the attorney best suited to their needs.Follow up consistently and proactively. Own the follow-up process for every lead, with timely, respectful outreach by phone, email, and text so no prospect falls through the cracks.Move prospects to signed engagements. Guide clients through the engagement process, answer questions, address hesitations, and track outstanding agreements until they are signed.Coordinate signatures and approvals. Manage the collection and distribution of approvals and executed agreements, keeping documents moving so clients can get started without delay.Process initial retainers. Use electronic payment systems to collect initial retainer payments accurately and efficiently.Draft and verify documents. Prepare, review, and verify legal and financial documents for accuracy and compliance with regulatory standards.Run conflict checks. Follow conflict check protocols before engagement.Keep meticulous records. Use our CRM to track every client interaction, lead status, and follow-up, and keep case details and documents accurate and organized.Keep learning. Participate in guided and self-directed training on procedures, terminology, and best practices for client interaction.Required SkillsWillingness to work in-officeHigh call volume experience, both inbound and outboundDemonstrated empathy and professionalism in previous rolesDocument drafting skillsAbility to adapt to rapidly changing work environmentsOutstanding interpersonal, communication, organizational, and problem-solving skills including handling objectionsIdeal Candidate2+ years of customer service experienceComfort with a proactive, follow-up-driven pace and a sense of ownership over outcomesExperience with Google Workspace, HubSpot, or Clio is a plusWork Location: In-person, Annapolis, MDAbility to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 11AM-7PM to 12PM-8PM depending on needed coverage in upcoming weeks during the week. It also will require occasional weekend shift (9 to 5PM).BenefitsHealth/Dental insurancePTO401KBreakfast/Lunch provided daily