Intake Specialist – Legal Intake and Conversion Specialist

This is a fully remote position, open to applicants in Brazil, +1 more country.

📋 Description

• Respond to incoming calls and address inquiries via website, text messages, email, referrals, and various other channels.

• Follow up on pending engagement agreements, outstanding initial payments, and potential clients who have not retained the firm post-consultation.

• Collect consultation fees when necessary.

• Schedule consultations with attorneys and keep an organized consultation calendar.

• Pre-qualify potential clients financially prior to scheduling consultations.

• Return missed calls and proactively follow up with unresponsive potential clients.

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

• Prepare clear and accurate intake summaries for attorneys.

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

• Conduct initial intake interviews and gather comprehensive information regarding potential clients and their legal matters.

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

• Collect family law information pertaining to divorce, child custody, child support, legitimation, modifications, contempt proceedings, DFCS matters, court orders, hearings, children, assets, and opposing parties.

• Gather details for criminal cases, including charges, jurisdiction, court dates, custody status, bond status, legal representation, and case progress.

• Compile information for preliminary conflict checks.

• Assess whether matters fall within accepted practice areas and identify cases that require immediate attorney attention.

• Screen prospective clients based on established 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

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

• Experience with case management or CRM systems.

• Proficiency in Microsoft Office or similar productivity tools.

• Ability to learn and navigate various software platforms.

• Strong computer skills and precise data entry.

• Excellent English communication skills, both written and verbal.

• Capability to manage 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 engage in call reviews, performance evaluations, and ongoing training.

• Exceptional verbal and written English communication skills.

• Strong telephone etiquette and professional communication abilities.

• Outstanding interpersonal and active listening skills.

• Empathy and emotional intelligence when dealing with individuals in stressful or sensitive situations.

• Consultative sales and client conversion skills.

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

• Strong follow-up and lead management capabilities.

• Excellent organizational and time management skills.

• High attention to detail and accurate documentation abilities.

• Ability to manage multiple leads and priorities simultaneously.

• Strong critical thinking and problem-solving skills.

• Ability to identify 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-driven mindset.

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunity for professional development and growth within the firm.

• Health and wellness benefits.

• Supportive team environment.