Intake Specialist

Looking for a chance to join a close-knit, compassionate team of dedicated legal professionals? Our law firm is expanding and needs the help of an intake specialist to take client relations to the next level and manage our growing caseload. Our ideal candidate is great on the phone, a naturally compassionate and empathetic listener, and has a dedication to customer service and a passion for helping those in need.

You’ll have an opportunity to help a thriving law firm succeed and make a tangible difference in our clients’ lives every day. If this sounds like a job you’d love, apply now!

$18 - $21 hourly

• Set appointments for potential clients that meet our criteria to keep our lawyers’ schedules organized and grow our caseload
• Supervise new client onboarding and current client files through data entry and paperwork collection to ensure our cases are managed efficiently
• Help foster prospective client streams by providing input into awareness and law firm partnerships initiatives alongside the marketing team
• Screen incoming potential client phone calls to make sure the case falls within the scope of the firm, while helping the caller feel heard and understood
• Perform miscellaneous clerical tasks as needed, including transcription, research, spreadsheet management, and email writing to ensure operational efficiency

• Answer all incoming potential new client (PNC) calls as soon as possible, gather relevant information regarding a client's potential case, and accurately enter details into the lead management system.
• Conduct intake calls and client communications in both English and Spanish, ensuring Spanish-speaking PNCs receive the same quality of service and information as English-speaking clients.
• Gather details regarding facts, injuries/damages, liability, and insurance coverage to determine the veracity of potential personal injury cases, including auto accidents, premises liability, medical malpractice, and wrongful death matters.
• Communicate with clients via phone, text, email, Zoom, and in-person meetings to gather and follow up on case information and evidence.
• Communicate with attorneys about whether to accept a PNC's case in a timely manner and record the source/origination of all calls received.
• Perform case-related administrative duties, such as organizing case files, scanning, filing, mailings, front desk coverage, and managing a multi-line phone system.
• Process new client onboarding, establish client files through data entry and paperwork collection, and open all new cases promptly and accurately in case management software.
• Prepare accurate and error-free documents in a timely manner and ensure all client interactions reflect the high standards and core values of WGK Personal Injury Lawyers.
• Build professional relationships with providers, clients, and teammates, maintaining professionalism and composure when interacting with all employees.
• Set appointments for potential clients that meet our criteria to keep our attorneys' schedules organized and grow our caseload.
• Collaborate with marketing on outbound sales tactics and partnerships with other law firms to help bring in new cases.
• Evaluate prospective client inquiries and phone calls, analyze their case fit, and ensure they feel seen and heard.
• Assist in training new team members as required and participate in continuous improvement initiatives to enhance the intake process.
• Maintain thorough and accurate records in compliance with company policies and legal regulations, handling every matter confidentially.

• High school diploma or equivalent required; Bachelor’s degree preferred
• Full familiarity with the Microsoft Office suite, with advanced Excel proficiency
• Customer service or sales experience a plus
• Background in the legal industry preferred
• Strong ability to communicate eloquently and empathetically a must

Required Skills/Abilities:

• Personal injury intake or personal injury legal experience is required.
• Full professional fluency in Spanish (spoken and written) is required, including the ability to conduct detailed intake interviews, explain legal concepts, and communicate empathetically with Spanish-speaking clients in distress.
• Exhibit a passion for helping the clients we serve.
• Previous experience in customer service or sales.
• Strong computer skills, including proficiency with Microsoft Office products (Excel, Word, PowerPoint) and internet usage.
• Excellent customer service, communication, and organizational skills.
• Ability to prioritize workload and multitask in a fast-paced environment while maintaining attention to detail.
• Strong problem-solving skills and the ability to think critically.
• Ability to work independently and as part of a team.
• High level of empathy and understanding when dealing with clients in distress.
• Commitment to maintaining confidentiality and professional ethics.
• Adapt quickly to changing priorities and demands, maintaining a high level of productivity and accuracy.
• Foster a positive and collaborative work environment, contributing to the overall success of the team.
• Experience with Lead Docket, VineSign, and Filevine is a plus.

Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 1-2 years of personal injury intake, personal injury legal, or related legal industry experience required.
• Familiarity with client relationship management software and lead management systems is required.

Working Conditions:

• This position may require sitting for long periods and working at a computer.
• This position requires processing a high volume of calls and intakes daily.

Physical Requirements:

• Ability to perform repetitive tasks such as typing and phone use.
• Must be able to lift up to 15 pounds at times.

We're a personal injury law firm in Baltimore, MD. The firm was established in 1977 by William Kolodner, who passed the torch to his daughter Jill Kolodner and grandson Hunter Duke, keeping the business a family-run, multi-generational firm. We have been helping injured folks in MD get the compensation they deserve against negligent defendants.

Our mission is to help as many Marylanders get the best legal representation by guiding them through the legal process, so they can focus on recovering from their injuries. We believe our firm offers the best personal injury legal services in MD. We want to continue to expand our team so we can maintain our top-notch customer service and legal expertise for our expanding clientele. Victims of personal injury will know that they can call us to handle their case thoroughly and expeditiously. Our team is composed of compassionate individuals committed to advocating for clients.