Client Intake Specialist

Job Description

Job Description

Job Overview:

The Intake Specialist is the first point of contact for potential clients seeking legal representation at State Law Firm. The Intake Specialist plays a crucial role in the financial success of the firm. This is a sales-oriented position where your performance will be evaluated on the number of clients you sign and your results in managing client inquiries, gathering preliminary case information, assessing case eligibility, and ensuring a seamless transition to the appropriate attorney or legal team.

Key Responsibilities:

• Client Interaction: Answer incoming calls, emails, and other inquiries from potential clients. Provide a warm, professional, and empathetic first impression of the firm. Converting potential clients to signed clients.
• Initial Case Evaluation: Conduct initial case intake interviews with potential clients, gathering necessary information to determine if the firm can assist with their legal matter. Identify key facts and legal issues based on the information provided.
• Case Documentation: Enter all relevant case information into the firm's case management system, ensuring data is accurate and up to date. Maintain client confidentiality at all times.
• Determine Case Eligibility: Assess whether the prospective client’s case fits the firm’s practice areas and policies. Provide guidance on the firm's services and whether further legal consultation is warranted.
• Client Communication: Follow-up with potential clients as necessary to complete the intake process, provide case updates, and ensure that all documentation and information have been provided.
• Support Attorneys & Staff: Collaborate with attorneys and support staff to ensure seamless hand-off of cases. Provide them with the necessary information to make informed decisions on case acceptance.
• Record Keeping: Maintain accurate records of all intake interactions, case assessments, and communications with potential clients. Ensure all client information is logged in accordance with firm policies.
• Customer Service: Provide excellent customer service, handling inquiries with patience, professionalism, and sensitivity, especially when dealing with clients who may be experiencing stress or legal challenges.
• Maintain Intake Metrics: Track and report on intake progress, conversion rates, and other relevant metrics. Assist in identifying areas for process improvement to increase efficiency and client satisfaction.
• Confidentiality & Compliance: Adhere to strict confidentiality standards and comply with all ethical and legal guidelines governing client intake procedures.

Qualifications:

• Education: High school diploma or equivalent required. A college degree is a plus.
• Fluent in English & Spanish

Experience:

• At least 2 - 3 years of experience in a client-facing role, ideally in a legal environment (e.g., customer service, legal assistant, or intake).
• At least 2 – 3 years in a sales role
• Experience using legal case management software is preferred but not required.

Skills:

• Excellent verbal and written communication skills, with the ability to clearly explain legal services and processes.
• Strong attention to detail and organizational skills.
• Ability to multitask, prioritize effectively, and work under pressure in a fast-paced environment.
• Strong problem-solving abilities and a proactive approach to handling client inquiries.
• Compassionate and empathetic with the ability to maintain professionalism in all client interactions.
• Personal Attributes:
• Ability to work independently and as part of a team.
• High level of professionalism and discretion in dealing with sensitive and confidential information.
• Motivated and self-driven with a commitment to driving sales and delivering exceptional client service.

What We Offer

• Competitive compensation
• Comprehensive benefit plan including medical & dental coverage. Company contribution toward both the employee as well as their dependents
• Company paid life insurance & long-term disability insurance
• Retirement plan
• Paid time off
• Paid parking
• Great work atmosphere