Bilingual Intake Specialist

This is a fully remote position, open to applicants in Mexico, +6 more countries.

📋 Description

• Perform high-volume client intake via phone and web in both English and Spanish.

• Assess clients' legal service requirements and facilitate referrals to qualified attorneys.

• Assist clients through the consultation process without dispelling legal advice.

• Exhibit patience and uphold professional boundaries with callers.

• Simplify complex legal terms into easily understandable language.

• Review call recordings to identify areas for improvement in intake quality.

• Track metrics such as call volume, referral rates, declined referrals, reassignments, and follow-up completion.

• Maintain communication and documentation with referral partners and legal service organizations.

• Evaluate Spanish translations of website content and client materials.

• Suggest enhancements to intake, referral, and follow-up procedures.

• Generate precise recurring reports.

• Screen clients for financial eligibility for reduced-fee and pro bono programs.

• Document referrals, reassignments, payments, and follow-up actions in the case management system.

• Send referral confirmations and confirm receipt.

• Assess referral eligibility based on established criteria.

• Arrange paid consultations and handle payment processing.

• Pose targeted questions regarding legal concerns, practice areas, urgent deadlines, and court information.

• Direct callers to suitable government agencies, social service organizations, or legal service providers.

• Review and address online referral requests.

• Keep clients updated on referral reassignments and follow up until consultations are confirmed.

• Oversee self-referral bookings and reassign declined referrals within one business day.

• Manage over 20 legal referral calls daily.

• Contact attorneys’ offices to place eligible cases and relay pertinent information.

• Reach out to applicants to gather missing information and complete screening processes.

• Maintain comprehensive records for each intake, referral, payment, and follow-up.

• Assist in monthly registration tasks for legal access clinics.

⛳️ Requirements

• Full professional fluency in both English and Spanish, encompassing spoken and written communication, with the ability to conduct complete client intake in Spanish.

• Knowledge of legal terminology in both languages.

• Prior experience in legal intake, client services, call center operations, or a similar high-volume service setting.

• Availability to work Monday through Friday from 8:00 AM to 5:00 PM Pacific Time.

• Capability to handle more than 20 calls daily while ensuring accuracy, professionalism, and timely follow-up.

• Proficient with or the ability to quickly learn Qase for case management and customer relationship management.

• Familiarity with or the capacity to quickly learn GoTo Connect or Microsoft Teams for phone communications.

• Competence in Microsoft 365, especially Outlook and Teams, for email, calendaring, and internal communication.

• Access to reliable computer equipment, a stable internet connection, and a professional setting suitable for confidential client calls.

• Awareness that the role involves providing referral information and procedural guidance but not legal advice.

🏝️ Benefits

• Remote job opportunity.

• Great Place to Work Certification.

• Opportunity to collaborate with US-based employers.

• Supportive work environment.