Job Title: Law Firm Intake Specialist
Job Responsibilities:
The Law Firm Intake Specialist is a pivotal role within the department, responsible for managing the entire lead process from the initial contact to client sign-up for all incoming prospective clients with new case inquiries. This role is designed for a highly motivated and enthusiastic candidate who aligns with the law firm's vision and dedication to serving potential new clients efficiently and professionally. Key responsibilities include:
- Answering all incoming potential client (PNC) calls promptly and gathering relevant case information to enter into the lead management system accurately.
- Collecting details regarding facts, injuries/damages, liability, and insurance coverage to assess the validity of potential cases.
- Communicating with clients through various channels such as phone, text, email, Zoom, and in-person meetings to gather and follow up on case information and evidence.
- Coordinating with attorneys to decide on accepting a PNC's case and recording the source/origination of all calls received.
- Performing administrative duties related to cases, including organizing case files, scanning, filing, mailings, front desk coverage, and managing a multi-line phone system.
- Processing new client onboarding, establishing client files through data entry and paperwork collection, and opening all new cases promptly and accurately in case management software.
- Preparing accurate and error-free documents in a timely manner and ensuring all client interactions uphold the law firm's high standards and core values.
- Building professional relationships with providers, clients, and teammates, maintaining professionalism and composure in all interactions.
- Setting appointments for potential clients that meet the law firm's criteria to organize lawyers’ schedules and grow the caseload.
- Collaborating with marketing on outbound sales tactics and partnerships with other law firms to help bring in new cases.
- Evaluating prospective client inquiries and phone calls, analyzing their case fit, and ensuring they feel acknowledged and heard.
- Assisting in training new team members as required and participating in continuous improvement initiatives to enhance the intake process.
- Maintaining thorough and accurate records in compliance with company policies and legal regulations, handling every matter confidentially.
Education and Experience Information:
- Required: High school diploma or equivalent.
- Preferred: Associate or Bachelor’s degree.
- Minimum of 1-2 years of experience in a related field, with experience in the insurance or legal industry being a plus.
- Familiarity with managing client relationship software and lead management systems is advantageous.
Required Skills/Abilities:
- Passion for helping clients.
- Previous experience in customer service or sales is preferred.
- Personal injury experience is beneficial but not mandatory.
- Strong computer skills, including proficiency in Microsoft Office products (Excel/Word/PowerPoint) and internet usage.
- Excellent customer service, communication, and organizational skills.
- Ability to prioritize workload and multitask in a fast-paced environment while maintaining attention to detail.
- Strong problem-solving skills and critical thinking ability.
- Ability to work independently and as part of a team.
- High level of empathy and understanding when dealing with clients in distress.
- Commitment to maintaining confidentiality and professional ethics.
- Ability to adapt quickly to changing priorities and demands, maintaining a high level of productivity and accuracy.
- Foster a positive and collaborative work environment, contributing to the overall success of the team.
- Fluency in Spanish.
- Background in the legal industry.
- Experience with LeadDocket, VineSign, and Filevine is a plus.
Working Conditions:
- The position may require sitting for long periods and working at a computer.
- Processing a high volume of daily tasks is expected.
Physical Requirements:
- Ability to perform repetitive tasks such as typing and phone use.
- Must be able to lift up to 15 pounds at times.
Salary Information:
- Compensation is $16-20 hourly.
Benefits:
- Health Insurance: The law firm covers 80% of premiums if opting into the Aetna plan, effective the first of the month following 30 days of employment.
- Health Reimbursement Card: Covers copays, currently up to $2,500 per year.
- Dental Insurance: Optional through payroll deduction.
- Vision Plan: Optional through payroll deduction.
- Term Life Insurance: $10,000 complimentary coverage, effective the first of the month following 30 days of employment.
- Additional Insurance Options: Available through payroll deduction (., life insurance, short-term disability).
- 401(k) Plan: Eligible to opt in after 30 days of employment.
- Free Parking: Provided at the office.
- Payroll: Weekly pay schedule.
- Paid lunch break.
- Performance bonus.
The law firm, established in 1977, is a personal injury law firm committed to providing top-notch customer service and legal expertise. The firm is a family-run, multi-generational practice dedicated to helping injured clients receive the compensation they deserve. The mission is to offer the best personal injury legal services, guiding clients through the legal process to focus on recovery. The team comprises compassionate individuals committed to advocating for clients.
