V104 - Intake Specialist | Legal Intake and Conversion Specialist

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Job Description:

Job Duck is seeking a highly organized, personable, and results-driven Intake Specialist to serve as the first point of contact for prospective clients seeking legal representation. In this role, you will manage incoming inquiries, conduct initial intake interviews, assess prospective clients against established firm criteria, and guide qualified leads through the consultation and onboarding process. You will play an important role in creating a positive first impression while ensuring that attorneys receive accurate, well-organized information before meeting with prospective clients. The ideal candidate is empathetic, confident communicating with individuals facing stressful situations, and comfortable balancing consultative sales skills with exceptional client service. This position is well suited for someone who thrives in a fast-paced environment, takes ownership of follow-ups, and understands the importance of urgency, confidentiality, and attention to detail.

Monthly Compensation: 1,150 to 1,220 USD

Responsibilities include, but are not limited to:

• Answer incoming calls from prospective clients and respond promptly to inquiries received through the website, text messages, email, referrals, and other communication channels.

• Follow up on unsigned engagement agreements and outstanding initial payments.

• Follow up with prospective clients after consultations who have not yet retained the firm.

• Collect consultation payments when applicable.

• Schedule attorney consultations and maintain an organized consultation calendar.

• Pre-qualify prospective clients financially before scheduling attorney consultations.

• Return missed calls and proactively follow up with prospective clients who have not responded.

• Send intake forms, appointment confirmations, reminders, and document requests.

• Prepare concise and accurate intake summaries to ensure attorneys have the necessary administrative information before consultations.

• Communicate firm-approved consultation fees, starting legal fees, minimum initial payments, and available payment options without independently negotiating or modifying fees.

• Conduct initial intake interviews and collect comprehensive information about prospective clients and their legal matters.

• Maintain consistent follow-up communication with warm and high-priority leads.

• Gather relevant family law information regarding divorce, child custody, child support, legitimation, modifications, contempt proceedings, DFCS matters, existing court orders, upcoming hearings, children, assets, and opposing parties.

• Collect essential criminal case information, including charges, jurisdiction, court dates, custody status, bond status, existing legal representation, and case progress.

• Gather relevant information for preliminary conflict checks, including opposing parties, alleged victims, co-defendants, spouses, and other individuals involved.

• Determine whether prospective matters fall within the firm's accepted practice areas and identify cases requiring immediate attorney attention.

• Screen prospective clients according to established firm criteria for criminal defense and family law cases.

Requirements:

• Work Schedule: Monday through Friday, 8:00 AM to 5:00 PM EST

• Time Zone: Eastern Standard Time (EST)

• Industry: Legal Services

• Practice Areas: Criminal Defense and Family Law

• Call Volume: 45+ calls per day

Experience:

• Previous legal intake experience is preferred, particularly in criminal defense or family law. Candidates with experience in high-volume professional services, sales, healthcare intake, insurance, or other client-facing environments will also be considered.

Technical Requirements:

• Experience using case management or CRM systems.
• Proficiency with Microsoft Office or similar productivity tools.
• Ability to learn and navigate multiple software platforms.
• Strong computer skills and accurate data entry.

Software and Tools:

• Clio Grow
• Clio Manage
• RingCentral
• Case Status
• Monday.com
• Dropbox

Additional Requirements:

• Excellent English communication skills, both written and verbal.
• Ability to handle a high volume of incoming and outgoing calls.
• Comfortable working with established scripts, checklists, and procedures.
• Ability to handle confidential and sensitive client information.
• Willingness to participate in call reviews, performance evaluations, and ongoing training.

Required Skills:

• Excellent verbal and written English communication skills.

• Strong telephone etiquette and professional communication skills.

• Exceptional interpersonal and active listening skills.

• Empathy and emotional intelligence when interacting with individuals facing stressful or sensitive situations.

• Consultative sales and client conversion skills.

• Confidence discussing consultation fees, legal service costs, and payment requirements.

• Strong follow-up and lead management skills.

• Excellent organizational and time management abilities.

• High attention to detail and accurate documentation skills.

• Ability to manage multiple leads and priorities simultaneously.

• Strong critical thinking and problem-solving abilities.

• Ability to recognize urgent situations and escalate matters appropriately.

• Technological proficiency and adaptability to new software systems.

• Discretion and ability to handle confidential information.

• Accountability and a results-oriented mindset.

• Coachability and openness to feedback, call reviews, and performance metrics.

• Ability to remain professional and composed when communicating with upset, frustrated, or distressed individuals.

Work Shift:

Languages:

Ready to dive in? Apply now and make sure to follow all the instructions! 

Our application process involves multiple stages, and submitting your application is just the first step. Every candidate must successfully pass each stage to move forward in the process.

Please keep an eye on your email and WhatsApp for the next steps. A recruiter will be assigned to guide you through the application process. Be sure to check your spam folder as well.

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