Intake Specialist – Bilingual English/Spanish

About the role

We are seeking a motivated, customer‑focused Intake Specialist to be the first point of contact for prospective personal injury and workers' compensation clients. This onsite position requires fluency in English and Spanish and the ability to build trust while guiding callers through the initial consultation process.

Key responsibilities

• Answer inbound calls from prospective and existing clients in both English and Spanish.
• Conduct initial case assessments, gathering relevant claim information.
• Build rapport and establish trust with callers experiencing stressful situations.
• Evaluate lead quality against eligibility criteria and determine qualification.
• Explain next steps clearly and guide prospects through the intake workflow.
• Maintain accurate records in the firm’s case management system.
• Follow up with leads to maximize conversion opportunities.
• Collaborate with attorneys and legal staff to ensure seamless case onboarding.
• Consistently meet intake and conversion performance goals.

Required profile

• 1‑3 years experience as an Intake Specialist, preferably in a legal environment.
• Experience working with U.S.‑based clients and processes.
• Advanced English proficiency (C1‑C2) and full bilingual fluency in Spanish.
• Proven ability to handle inbound calls, qualify leads, and gather case information.
• Strong customer‑service orientation, sales mindset, and high emotional intelligence.

Required skills

• Lead Docket (preferred)