Legal Intake Specialist

Legal Intake Specialist

Role Overview

Legal Intake Specialists are the very first point of contact for individuals seeking legal representation, playing a pivotal role in shaping the client’s experience. Intake specialists are responsible for handling all inbound inquiries— via phone, web form, email, or live chat.

Legal Intake Specialists listen attentively, respond thoughtfully, and guide prospective clients from the very first interaction all the way through a seamless retainer agreement sign-up process. By demonstrating professionalism, empathy, and urgency, they build trust and lay the foundation for the legal journey ahead of them.

Key Responsibilities:

• Client Engagement: Deliver best-in-class service during initial interactions, ensuring clients feel heard and supported.
• Claim Setup: Initiate & complete the intake process, as well as assist with the client sign-up process of a retainer agreement.
• Information Gathering: Collect detailed & relevant information about the potential claim to confirm eligibility & qualify injury claims by using a defined set of criteria.
• Data Accuracy: Capable of collecting detailed and complete claim-related information with precision.
• Service Excellence: Approach every interaction with attention to detail and a sense of urgency to drive optimal outcomes for all parties included.
• Process Guidance: After the sign-up process, clearly explain next steps and transition clients to the Case Management team, including case managers, paralegals and attorneys.

Candidate Requirements

Essential Attributes:

• Sales & Customer Service Experience: Proven ability to engage with prospective clients professionally with a willingness to guide in the sign-up process of retainer agreements.
• Professional Telephone Etiquette: Clear, courteous, and with a proactive communication style.
• Active Listening & Communication Skills: Strong verbal and interpersonal abilities to understand and respond effectively.
• Written Communication: Excellent grammar, spelling, and punctuation.
• Organizational Skills: Strong time-management, task prioritization & a process-oriented mindset
• Multitasking: Comfortable managing multiple inquiries and responsibilities simultaneously.
• Team Collaboration: Works well independently, within a team environment and able to communicate & collaborate with attorneys, paralegals, and administrative staff.
• Adaptability & Flexibility: Thrives in dynamic, fast-paced & high-volume environments.
• Emotional Intelligence: Self-awareness, self-regulation, motivation, empathy, and social skills.

Preferred Qualifications:

• Sales and/or Sign-up Center (a plus)
• Contact Center/Call Center (a plus)
• Law firm or Legal industry experience (a plus)
• Insurance, Healthcare & Medical Administration experience (a plus)
• Familiarity with CRM systems (Salesforce), VoIP software & electronic signature software
• College degree (preferred but not required)
• Bilingual (a plus)