Client Intake Specialist

Accountabilities:

• Serve as the primary point of contact for prospective clients, particularly individuals seeking assistance with personal injury matters such as vehicle accidents, slip and falls, and medical malpractice.


• Handle high volumes of inbound and outbound calls while establishing trust, professionalism, and rapport from the beginning of each interaction.


• Conduct structured intake interviews to gather comprehensive information about prospective clients and their circumstances.


• Ask detailed case-related questions naturally and respectfully, ensuring callers feel heard and supported throughout the conversation.


• Accurately record case details, contact information, and relevant documentation in CRM and case management systems in real time.


• Assess prospective clients against established qualification criteria and determine whether their circumstances align with available legal services.


• Use active listening, empathy, and de-escalation techniques when communicating with upset, distressed, or emotional callers.


• Maintain strict confidentiality when handling sensitive legal, medical, and personal information.


• Learn and use legal CRM and case management platforms efficiently, including systems such as Salesforce, Litify, HubSpot, or comparable tools.


• Take ownership of the complete intake interaction while ensuring information is accurate, organized, and appropriately documented.


• Collaborate with relevant internal stakeholders when additional information, clarification, or escalation is required.


• Contribute to a consistent, professional, and client-centered intake experience across all interactions.

Requirements

• Direct professional experience in legal intake, preferably within a personal injury law firm or a closely related legal environment.


• Experience training, mentoring, or supporting other intake specialists is strongly preferred and demonstrates the ability to take ownership and operate at a senior level.


• Confident, natural, and professional phone presence, with the ability to remain engaging and composed during high-volume call periods.


• Advanced English proficiency, with strong spoken and written communication skills suitable for working with U.S.-based clients.


• Strong active listening, empathy, and de-escalation skills, particularly when interacting with distressed or emotionally affected individuals.


• Experience working with legal CRM or case management platforms such as Salesforce, Litify, HubSpot, or similar systems.


• Ability to capture detailed and accurate notes in real time while maintaining a natural conversation with clients.


• Strong understanding of confidentiality and secure information-handling practices, including the ability to maintain a private and secure remote workspace.


• Highly organized, detail-oriented, dependable, and capable of managing multiple conversations and priorities effectively.


• Strong judgment and attention to detail when evaluating information and determining whether prospective clients meet established criteria.


• Ability to work independently, take ownership of responsibilities, and maintain consistent performance in a fully remote environment.


• Availability to work full-time according to U.S. business hours.

• Competitive salary paid in USD.


• 100% remote work arrangement with the flexibility to work from home.


• Full-time schedule aligned with U.S. business hours.


• Opportunity to work with a U.S.-focused legal services environment and gain further experience in personal injury intake.


• People-first role centered on meaningful client interactions and helping individuals navigate challenging circumstances.


• Opportunity to develop expertise in legal intake, client qualification, CRM systems, and case management.


• Collaborative and supportive remote working environment.

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