Legal Intake Specialist

Legal Intake Specialist

The Legal Intake Specialist serves as the first point of contact for prospective clients, playing a critical role in client experience and case evaluation. This position is responsible for gathering detailed information, assessing potential cases against firm criteria, and ensuring a smooth and professional onboarding process.

Key Responsibilities

• Serve as the initial contact for prospective clients via phone, email, and online inquiries
• Conduct thorough intake interviews to gather relevant facts, and background information
• Evaluate potential cases based on firm guidelines and escalate qualified leads to attorneys
• Accurately enter and maintain client information in case management systems (e.g., Clio)
• Schedule consultations and coordinate attorney calendars
• Communicate clearly and empathetically with clients, often during stressful or sensitive situations
• Follow up with prospective clients to ensure engagement and completion of intake process
• Maintain confidentiality and handle sensitive legal information with discretion
• Track and report on intake metrics (conversion rates, lead sources, etc.)
• Collaborate with attorneys and administrative staff to improve intake workflows and processes
• Assist with other administrative duties as necessary (answering phone, reception, etc.)

Qualifications

• Prior experience in customer service preferred
• Strong interpersonal and communication skills, with the ability to build rapport quickly
• Excellent organizational skills and attention to detail
• Ability to manage multiple inquiries and prioritize effectively
• Comfort working with case management software (experience with Clio or similar systems a plus)
• High level of professionalism and discretion when handling confidential information
• Strong problem-solving skills and sound judgment in evaluating potential cases

Key Competencies

• Client-centered mindset
• Active listening and empathy
• Attention to detail and accuracy
• Time management and responsiveness
• Team collaboration

Work Environment

Office-based or hybrid role possible

May require occasional remote evening availability to accommodate client schedules