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Admin
Legal Intake Specialist
- Employment
- Full-time
- Monthly salary
- USD 1,400 – 1,800
- Category
- Admin
- Posted
- 4 days ago
About the role
You are the first person a potential client speaks to after they contact the firm. You take the call or the web lead, listen to what happened, and decide whether the matter fits what the firm handles. The work is part interview, part records: you gather the facts, log them accurately in the CRM, and get the person onto an attorney's calendar before they call someone else. Intake is measured on speed and accuracy, so you will be judged on how quickly leads are contacted and how clean the file is when it reaches the legal team. You work US business hours and speak directly with people who are often upset, confused, or calling about the worst week of their life.
Key responsibilities
Lead Qualification
- Respond to inbound calls, web forms, and chat inquiries within the firm's target response time.
- Ask screening questions to establish jurisdiction, statute of limitations, insurance coverage, and case type.
- Apply the firm's intake criteria to decide whether a matter is accepted, referred out, or declined.
- Flag high-value or time-sensitive matters to the attorney on duty immediately.
- Document the reason for every declined or referred lead so the firm can track its sources.
Client Communication
- Explain the firm's process and next steps in plain language to callers who have never hired a lawyer.
- Follow up with unresponsive leads by phone, email, and text on a set cadence until a decision is reached.
- Handle distressed callers calmly and stay inside the boundaries of what a non-attorney may say.
- Send retainer agreements and intake packets, then chase signatures until they come back.
Intake Documentation
- Record the full narrative of each incident, including dates, parties, injuries, and treatment.
- Collect police reports, insurance information, medical provider names, and photographs from the client.
- Run conflict checks against existing matters before a file is opened.
- Prepare the completed intake file for handoff to the assigned paralegal or attorney.
CRM and Scheduling
- Enter and update every lead record so the pipeline reflects real status at any moment.
- Book consultations across attorney calendars and confirm appointments to reduce no-shows.
- Trigger the correct automated follow-up sequences and correct records that fall out of sync.
- Produce weekly reports on lead volume, source, conversion, and response time.
Qualifications
- Two or more years in legal intake, client screening, inside sales, or high-volume customer service for a US-based business.
- Hands-on experience with a legal CRM such as Litify, Lawmatics, Filevine, Clio Grow, SmartAdvocate, or Salesforce.
- Comfort with softphone and communication tools such as RingCentral, Dialpad, Zoom, or Ooma, plus Google Workspace or Microsoft 365.
- Clear, neutral spoken English and the confidence to lead a phone call rather than follow it.
- Familiarity with personal injury, family law, immigration, or another US practice area and its common intake questions.
- Accuracy under volume, since a missing date or misspelled provider name creates work for everyone downstream.
- Willingness to work US hours, including evening or weekend coverage if the firm rotates intake shifts.
- Discretion with confidential information and an understanding of where a non-attorney's role ends.
- A quiet home workspace, a reliable computer, and stable internet with a backup connection.
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