Director of Client Onboarding and Success

Confidential

Joliet, Illinois permanent

Posted: March 3, 2026

Required Skills

Job Description

Job description:

Company Overview

We are a dedicated law firm based in Joliet, specializing in personal injury cases. Our team is committed to providing compassionate and effective legal support to clients navigating complex injury claims.

Overview

Zayed Law Offices is looking for a client focused individual to initialize our relationship with clients. This role works directly with our Intake team to qualify a client’s case and determine if it is a case that our firm should bring on board. This is an integral part of our case acceptance process and requires a high level of customer service as well as an ability to properly qualify if the personal injury case is within the scope of our law firm.

Responsibilities:

Review client case details from the intake team to determine if it is a case our law firm would take on

Coordinate with the Intake team on new client calls to transfer the call for final review or schedule an onboarding call for when the client is available

Reconfirm all details of the incident with the client, gather further details not originally captured, gather client information for contact, and run through how our law firm would represent the client

Guide the client on case timeline and the importance of quick responses when our office reaches out

Explain the treatment path and emphasize the importance of continued treatment. Coach on advocating for themselves with doctors/treaters to ensure all symptoms are communicated properly over so no issue goes untreated or missed

Explain the representation agreement and other important documents that need to be signed. Send out and ensure signature of forms to begin working on the case for the clients

Check in with clients throughout the duration of their case to assess how our office is doing in helping them with their case and communicating important milestones in their case and treatment

Perform initial intake calls as needed

Other job duties as assigned

Qualifications:

3-5 years of experience in a customer success or onboarding role

Ability to be on the phone with clients in a professional and investigative manner 75% or more of the time

Experience coaching clients on best practices for the business and emphasizing importance of frequent updates

Ability to empathize with clients while maintaining a professional demeanor on calls and gathering all relevant information

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