Prelitigation Client Relations Specialist

Rutter Mills LLP, a leading personal injury law firm in Hampton Roads, is seeking an experienced and client-focused Prelitigation Client Relations Specialist to join our team.

About the Role

As a Prelitigation Client Relations Specialist, you will support pre-litigation paralegals and attorneys by helping maintain regular client communication throughout the personal injury case process. This role involves frequent phone and email communication, client follow-up, documenting updates, and helping clients understand next steps. This is a strong fit for someone who is empathetic, organized, a good listener, and willing to learn the full personal injury case process in order to support clients and the case team effectively.

Responsibilities

• Support pre-litigation paralegals and attorneys by communicating with clients mainly by phone and email regarding case updates, treatment status, and next steps.
• Answer client questions or direct them to the appropriate team member when needed.
• Document client communication and case updates accurately in the firm’s case management system.
• Identify client concerns, delays, or follow-up needs and escalate them appropriately.
• Maintain organized follow-up tasks to help support overall case progress.
• Follow firm procedures and maintain confidentiality in all client and case-related communications.

Qualifications

• 3+ years of customer service, client relations, call center, or professional office experience required.
• Excellent communication skills with strong empathy, patience, and active listening.
• Highly organized with strong follow-through, attention to detail, and the ability to manage client follow-up tasks.
• Ability to remain professional and calm when speaking with upset or frustrated clients.
• Willingness to learn the full personal injury case process and firm procedures.
• Comfortable learning new software and maintaining accurate case notes.

Benefits

• Paid Time Off
• Health insurance
• Supportive team environment with opportunities for growth
• 401(k) with matching after 1 year

Pay

$42,500 - $47,500 / year

Schedule

Full-time Monday through Friday. On-site in Norfolk or Hampton, VA. Remote work flexibility may be available for candidates.

About Us

Rutter Mills, LLP is a well-established and highly regarded personal injury firm with offices throughout Hampton Roads. Our Pre-Litigation Department plays an important role in supporting clients, attorneys, and case outcomes during the early stages of the personal injury process. We are also committed to giving back to the community through partnerships with local nonprofits and youth sports organizations, contributing time, resources, and support to the communities we proudly serve. As our firm continues to grow, this role offers long-term career potential, including opportunities for professional development and increased responsibility.