Client Advocate

Southwest Law Firm, PLLC; Glendale (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Southwest Law Firm, PLLC in Glendale, CA is seeking a Client Advocate to be the primary contact for clients, ensuring they are informed, supported, and confident throughout their case.

You will maintain proactive communication, provide updates, gather information, and ensure the client experience meets the firm's service standards, with emphasis on timeliness and accuracy.

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

Job description

Glendale, United States | Posted on 08/26/2026

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
  

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
  

Southwest Law Firm, PLLC is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.