Intake Specialist - Law Firm

Position Summary

The Intake Specialist serves as the first point of contact for prospective clients seeking immigration legal services. This role is responsible for handling inbound and outbound communications, conducting initial client screenings, gathering information, assessing case eligibility based on established criteria, scheduling consultations, and ensuring an exceptional client experience.

The ideal candidate is empathetic, detail-oriented, professional, and capable of handling sensitive and confidential information while maintaining high productivity and quality standards.

Key Responsibilities

Client Intake & Qualification

• Answer inbound calls, emails, text messages, and online inquiries from prospective clients.
  
• Conduct initial screenings to gather relevant personal, immigration, and case-related information.
  
• Determine whether potential clients meet the firm's preliminary eligibility requirements using established guidelines.
  
• Accurately document all client interactions and case information within the CRM and case management systems.
  
• Schedule consultations with attorneys or legal representatives.
  

Client Experience

• Provide compassionate and professional support to individuals facing immigration-related challenges.
  
• Explain the firm's services, consultation process, and next steps.
  
• Follow up with leads and prospective clients to ensure timely communication and conversion.
  
• Maintain a positive, empathetic, and solution-oriented approach during all interactions.
  

Administrative Support

• Verify the completeness and accuracy of intake documentation.
  
• Request and track supporting documentation from prospective clients.
  
• Maintain confidentiality and compliance with all client privacy requirements.
  
• Update records, notes, and case statuses in internal systems.
  
• Assist with data entry and administrative tasks related to client onboarding.
  

Performance & Quality

• Meet established productivity, attendance, quality, and client satisfaction goals.
  
• Maintain high levels of accuracy and compliance with firm procedures.
  
• Participate in training, coaching, and quality assurance programs.
  

Requirements

Required Qualifications

Education

• High School Diploma required.
  
• Associate's Degree or Bachelor's Degree preferred.
  

Experience

• Minimum 1 year of experience in:
  • Customer Service
    
  • Call Center Operations
    
  • Client Intake
    
  • Appointment Setting
    
  • Sales Support
    
  • Legal Support Services
    
• Previous experience in immigration law, legal services, personal injury, family law, or similar professional services is highly preferred.
  

Language Requirements

• Advanced English (B2+ to C1 level minimum).
  
• Excellent verbal and written communication skills.
  
• Neutral and professional phone presence.
  

Technical Requirements

• Experience using CRM systems (Salesforce, HubSpot, Zoho, or similar).
  
• Proficiency with Microsoft Office and Google Workspace.
  
• Ability to navigate multiple systems simultaneously while speaking with clients.
  
• Strong data entry and documentation skills.
  

Competencies & Skills

Communication

• Excellent active listening skills.
  
• Ability to build rapport quickly.
  
• Strong questioning and information-gathering skills.
  
• Professional verbal and written communication.
  

Customer Service

• Empathy and emotional intelligence.
  
• Patience when dealing with sensitive situations.
  
• Ability to manage difficult conversations professionally.
  

Organization

• Strong attention to detail.
  
• Excellent documentation habits.
  
• Ability to prioritize tasks and manage multiple inquiries simultaneously.
  

Problem Solving

• Ability to identify client needs and determine appropriate next steps.
  
• Sound judgment when escalating cases or concerns.
  

Professionalism

• Ability to handle confidential information.
  
• Reliable attendance and punctuality.
  
• Strong work ethic and accountability.
  

The ideal candidate should demonstrate:

• Strong customer service orientation.
  
• Ability to work in a fast-paced environment.
  
• Professional and empathetic communication style.
  
• High level of reliability and attendance.
  
• Ability to maintain confidentiality and professionalism.
  
• Results-oriented mindset with a focus on client conversion and service excellence.
  
• Comfortable discussing legal service fees and consultation scheduling when required.
  

Ideal Candidate Profile

A successful Intake Specialist combines the empathy of a customer service professional, the organization of an administrative assistant, and the consultative communication skills of a sales representative. They can confidently guide prospective immigration clients through the first stages of the legal process while ensuring every interaction reflects the firm's professionalism and commitment to client care.

Benefits

• $650 per month salary
  
• All legal benefits from Nicaragua
  
• Meal Subsidy