Job Description

The Role:

We are seeking a detail-oriented, empathetic, and highly communicative Legal Intake Specialist to join our team. As the primary first point of contact for potential clients, you will play a critical role in representing our firm, screening prospective cases, and guiding new clients through the initial onboarding process with efficiency and compassion.

This is a 100% remote position designed for bilingual talent based in Latin America who can seamlessly manage communications in both English and Spanish.

Key Responsibilities:

• Lead Screening & Qualification

  • Respond promptly to incoming client inquiries via phone calls, live chat, emails, and web forms.

  • Qualify prospective clients by asking targeted screening questions to determine if their case meets the firm's criteria and practice area focus.

  • Deliver compassionate, professional communication to put prospective clients at ease during high-stress situations.

• Data Gathering & Case Onboarding

  • Collect comprehensive case information, including contact details, incident timelines, key facts, and relevant documentation.

  • Prepare and send initial retainer agreements or client onboarding packages.

  • Ensure all prospect information is captured accurately and thoroughly.

• Scheduling & Coordination

  • Schedule consultations between qualified leads and attorneys or senior staff.

  • Manage calendar appointments, send automated reminders, and follow up on missed appointments to maximize consultation show rates.

• System & Record Management

  • Log every interaction, lead status, and document directly into the firm’s Legal CRM / Case Management System (e.g., Clio, Filevine, Salesforce, Lawmatics).

  • Track intake key performance indicators (KPIs) such as response times, conversion rates, and call volumes.

Requirements:

• Bilingual Proficiency: Exceptional verbal and written fluency in English (C1/C2 level required).

• Communication & Empathy: Strong active listening skills, high emotional intelligence, and the ability to handle sensitive client conversations with professionalism and tact.

• Tech-Savvy & Highly Organized: Proven ability to multitask, manage CRM databases, and maintain accurate records without compromising detail.

• Reliable Work Environment: Dedicated quiet workspace at home with high-speed, reliable internet, a fast computer, and a clear headset.

• Prior Experience: 1+ years of experience in legal intake, customer service, sales, or call center roles (experience with U.S. law firms is a strong plus).

• Legal Understanding: Basic familiarity with U.S. legal fields (e.g., Personal Injury, Immigration, Family Law, or Criminal Defense).

Nice to Have:

• Software Familiarity: Experience using legal software (e.g., Clio, Filevine, Lawmatics) or VoIP phone systems (e.g., RingCentral, Dialpad, AirCall).