Job Description

Job description

Frost Law | Intake Specialist

Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands-on law firm. Intake specialists at Frost Law are the initial point of contact for incoming clients and are the face of the firm. We are looking for both full-time and part-time positions.

• Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
• Billing : Experience with electronic payment systems, and processing initial retainer payments.
• Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.

Job Responsibilities:

• Lead Interaction: Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us. Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow-up with callers in a consistent and respectful manner.
• Conflict Check Protocols - Conflict Check Protocols
• Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs
• Respond promptly to all customer inquiries
• Engage with customers and be positive and professional Training: Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem-solving skills.
• Professional call center/scheduling experience a plus

MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

The ideal applicant has 2 years of reception or customer service experience, preferably on the phone or in a call center. No prior legal work or experience is necessary. Google Workspace, Hubspot, or Clio experience a plus.

Required Skills:

• Excellent verbal communication skills: Specialists will spend a majority of time on the phone with potential clients
• Empathetic, caring and persuasive communication skills
• Conflict Resolution Skills: Ability to handle and defuse potential conflicts with callers while maintaining a professional demeanor.
• Apply active listening skills through the ability to comprehend information presented and respond thoughtfully
• Excellent time management skills to handle all aspects of their responsibilities efficiently without compromising service quality.

Pay Range: $18.00 -$24.00 per hour

Schedule for Full-Time:

• Ability to work scheduled hours, and shifts may vary based on department needs. Hours of operation are 8am to 8 pm Monday thru Thursday and 8 am to 6pm on Friday, and weekend hours will vary.

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