Intake Specialist

Intake Specialist
The Intake Specialist serves as the first point of contact for prospective clients and is responsible for screening, qualifying, and documenting potential new matters with professionalism and empathy. This role requires strong communication skills, accurate data entry, and the ability to manage sensitive client interactions in a fast-paced, high-volume environment. The specialist ensures timely follow-up, compliance with firm procedures, and seamless coordination between the Intake Team and legal staff.
· Schedule: Cover from 7:00 am to 8:00 Pm PST Monday to Friday
· Responsibilities:
-Serve as the primary contact for prospective clients via phone, email, chat, and other intake channels. -Conduct structured intake interviews to gather all case-related information, including facts, timelines, injuries, or damages. -Evaluate and screen new matters using firm-approved criteria and escalation protocols. -Accurately document all communications and case details in the firm’s case management system. -Identify red flags, potential conflicts, statute issues, and urgent matters for escalation. -Schedule consultations and facilitate warm handoffs to attorneys or senior intake personnel. -Provide clear, empathetic communication to prospective clients, including those in distress. -Maintain strict confidentiality according to firm, legal, and data‑protection standards. -Meet performance expectations related to call handling, documentation accuracy, and responsiveness. -Follow intake scripts, workflows, procedures, and compliance standards. -Participate in training, coaching sessions, audits, and quality improvement initiatives. -Collaborate with Intake Team, Case Managers, and Leadership to ensure smooth case transitions.
· Skills:
Required: -High school diploma or equivalent (Associate degree preferred). -1–2 years of intake, customer service, call center, legal support, or similar client-facing experience. -Strong verbal and written communication skills. -Ability to manage sensitive conversations with professionalism and emotional intelligence. -High attention to detail and strong organizational skills. Proficiency with case management systems, CRMs, and Microsoft Office/Google Workspace. Ability to multitask, prioritize, and meet deadlines in a high-volume environment. Reliable attendance and punctuality. -Bilingual (Spanish/English or other languages).
Preferred: -Experience in legal intake or personal injury law. -Knowledge of legal terminology and intake best practices. -Experience with call monitoring, QA, or performance metrics.
· Skills: Skills: Intake, Client Communication, Customer Service, Call Handling, Case Screening, Data Entry, CRM, Case Management Systems, Legal Intake, Personal Injury, Confidentiality, Empathy, Active Listening, Attention to Detail, Time Management, Documentation Accuracy, Spanish, Bilingual Communication, Microsoft Office, Google Workspace, High-Volume Environment, Problem Solving, Professionalism, Quality Assurance.

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