Intake Specialist

Intake Specialist | White Plains, NY Established NY Law Firm Every day, people call this firm after a workplace accident, a serious injury, or a disability claim that already feels impossible to navigate. As an Intake Specialist, you'll be the first voice they hear — and often the person who decides whether the firm can help them at all. About the Firm For more than 85 years, this firm has represented injured and disabled workers across New York, helping over 100,000 people pursue workers' compensation, Social Security disability, and personal injury claims. Operating from multiple offices across the greater New York area, the firm markets directly to the communities it serves — in English and Spanish — under a "New Yorkers helping New Yorkers" philosophy. Leadership is investing in growing Intake into a true referral hub over the next three years, turning cases the firm can't take directly into a steady revenue stream through trusted partner attorney relationships. What You'll Do Field inbound calls, ask the right questions, and make the call: retain, refer, or reject Follow up on non-responsive leads with a structured cadence — up to seven touch attempts Weigh each case against firm criteria, balancing empathy with the firm's standards Explain the process in plain language and guide hesitant callers to become signed clients Keep clean, complete case documentation so nothing falls through the cracks Hand off smoothly to the Welcome Team and Legal Department What We're Looking For 3–4+ years of sales or customer service experience Nice to have: legal intake/case management background, personal injury or workers' comp/SSD experience, medical/healthcare exposure, bilingual English/Spanish Genuine empathy for people who are anxious or in pain, paired with decisiveness and a sense of urgency Strong communicator, comfortable with dashboards, KPIs, and shifting priorities Comfortable with everyday tech and open to AI-powered tools Who Thrives Here You can hold empathy and urgency at the same time. You take pride in a clean case note as much as a signed client. You want a scorecard, not just a job description. You're comfortable being the one to say "refer" or "reject" — and can deliver that with care. This isn't the seat for someone who wants to work leads at their own pace or avoid the phone. The Details 9–5, full hour for lunch, Summer Fridays close at noon On-site to start, with hybrid eligibility at manager's discretion once ramped up Small, tight-knit team led by a 30-year veteran of the firm — long tenure is the norm here Ground-floor opportunity to help shape a firm's referral hub build-out Interested candidates should reach out directly to discuss — company details shared upon initial conversation.