**Neostella is managing the recruitment process for this position in partnership with Provana. The selected candidate will be employed directly by Provana, not Neostella.**
We are seeking a detail-oriented and client-focused Intake Specialist to join our team. This role is responsible for being the first point of contact for potential clients, gathering case information, evaluating eligibility, and ensuring each client receives exceptional service during the initial stages of the legal process. The ideal candidate has strong communication skills, experience handling high call volumes, and the ability to work in a fast-paced environment.
Key Responsibilities
- Handle inbound and outbound calls from prospective clients, demonstrating professionalism, empathy, and strong customer service skills.
- Conduct detailed intake interviews to collect relevant case facts, documentation, and personal information.
- Evaluate case viability based on firm criteria and escalate qualified cases to attorneys or case managers.
- Maintain accurate and up-to-date records in the firm’s CRM or case management software.
- Follow up with leads, clients, and external providers to ensure all required documents are received.
- Explain the intake process and next steps to prospective clients clearly and professionally.
- Coordinate with attorneys, paralegals, and case managers to ensure smooth transitions from intake to case handling.
Requirements
- Availability to work on weekends (Wednesday to Sunday shift - 8:00 AM to 5:00 PM)
- Previous experience in the legal industry, preferably in intake, customer service, or case management.
- Strong verbal and written communication skills in English.
- Ability to manage high call volumes and multiple tasks simultaneously.
- Detail-oriented with strong organizational and time management skills.
- Proficient in CRM or legal case management systems.
- Ability to work independently and in a team environment.
- Empathetic, patient, and able to handle sensitive client situations professionally.
Preferred Qualifications:
- Familiarity with platforms like Clio, Litify, Filevine, or similar legal software.
- Experience supporting high-volume legal practices such as immigration, personal injury, or mass tort.
- Knowledge of U.S. legal operations and confidentiality standards (e.g., HIPAA, client-attorney privilege).
