Client Advocate

Client Advocate Appeals/Operations Remote Full Time Remote/In-Office Policy About Southwest Law Firm: Southwest Law Firm is a veteran-led organization built on the principle of veterans helping veterans. Our work is driven by purpose we exist to serve those who have served by guiding them through complex legal processes and helping them secure the benefits they’ve earned.

We hold ourselves to a high standard of integrity, accountability, and attention to detail. Every role on our team plays a critical part in building strong cases and delivering meaningful outcomes for our clients. At Southwest Law Firm, you’re not just joining a company, you’re joining a mission-focused team that values discipline, collaboration, and continuous improvement.

Overview

The Client Advocate serves as the primary point of communication for clients, ensuring they remain informed, supported, and confident throughout the lifecycle of their case. Role Function: This role is responsible for maintaining proactive and professional communication with clients, providing updates, answering questions, gathering requested information, and ensuring the client experience reflects the firm’s service standards.

Key Responsibilities

Serve as the main point of contact for all client communication Provide regular case updates and next steps Respond to client inquiries in a timely and professional manner Gather requested documents, statements, and follow-up information Escalate concerns, delays, or client issues to the Case Manager Maintain accurate communication logs and client notes Ensure clients understand timelines and expectations Support client retention through excellent service and responsiveness Key Performance Indicators (KPIs) Client Response Time Respond to all client communications within 24 hours Same-day response target for urgent matters Client Satisfaction Maintain high client satisfaction / service ratings Minimize complaints related to communication delays Documentation & Follow-Up Maintain complete communication notes for every client interaction Percentage of client requests resolved on first contact Retention & Experience Positive client feedback and trust indicators Reduction in escalated communication issues