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Client Intake Specialist
3 months ago
Job Type
Full-time
Description
At the Mike Hostilo Law Firm, our Mission is to earn our clients' trust and respect. In all we do, we strive to provide every client with the very best care and best possible outcomes in every case. To be successful, we uphold the following values and expect every team member to demonstrate Respect, Trust, Quality, Integrity, and Productivity in all actions.
The Client Intake Specialist serves as one of the critical initial points of contact for current and potential clients. While engaging in active listening, the Client Intake Specialist fields questions and concerns from callers in a positive, professional manner, ensuring the client feels confident, supported, and valued. Diffuses upset clients as needed. Utilizing a script and with attention to detail, the Client Intake Specialist gathers all pertinent information to consult and complete intakes of new clients and collaborate with other team members. By providing excellent and consistent customer service, the Client Intake Specialist is an essential part of exceptional client care.
Client Care & Communication
- Promptly answers incoming calls, addressing any questions or concerns by clients and seeking answers from legal team, ensuring not to provide direct legal advice to clients.
- Responds efficiently and accurately to callers, explaining the firm's processes, and ensuring the clients feel supported and valued.
- Implements intake procedures for potential new MVA or WC clients, closely following script to determine if the individual has a feasible case. Schedules with appropriate investigator to meet potential client.
- Coordinate electronic signature documents as needed.
- Communicates with team members and/or other departments regarding a case (or cases) in order to gather and share pertinent information in a timely manner.
- Identifies problem issues and forwards them to appropriate team member or attorney.
- Associate's degree required, Bachelors Degree preferred.
- One year or more experience in sales or customer service preferred.
- Proficiency in Microsoft Office suite of tools required.
- 40 WPM required.
- Demonstrates attention to detail in all tasks performed, with a focus on client care and communication.
- Maintains exceptionally high standards of integrity and confidentiality.
- Takes ownership of work and demonstrates commitment to quality in every task performed.
- Seeks and receives feedback graciously and with a dedication to continuous improvement.
- Exceptional verbal communication and phone skills.
