Intake Specialist
2 weeks ago
Do you find satisfaction in helping people and making a difference in their lives and the lives of their communities? Laborde Earles is committed to providing quality representation to our clients and being fully attentive to their needs, which starts by providing the same favorable environment for our team members. Join us in standing up for our clients, with our community, by our work, and beside each other
The Opportunity:
We are looking for a highly-motivated Intake Specialist to set the bar high for effective client communication and increase case sign-ups. The Intake Specialist follows leads for potential clients and does not partake in any cold calling. This is an ideal position for an empathetic, self-starter with specific expertise in both Sales and Customer Service roles, who would like to join our growing and high performing team. As part of our Intake Team, you will support our firm wide success by signing new clients. This role requires exceptional consultative skills and a customer service orientation. A successful candidate for this role will be a social adept and sales professional who is dedicated to providing flawless execution and has a track record of building rapport with clients in a professional environment.
We are seeking individuals with open availability as this role includes alternate shifts that may differ from our regular business hours, which could include weekend shifts and/or evening hours. This role offers competitive compensation with incentive earning potential based on meeting key performance indicators (KPIs).
Objective: Answer and transfer non-lead calls and process all assigned intakes from initial contact to ultimate resolution of signed-up, referred, or rejected.
Desired Outcomes:
- Accountable to process intake leads and non-lead calls in a sympathetic and professional manner
*Answer non-lead phone calls and forward to the appropriate Laborde Earles team member
*Phone and email leads
*Ensure all assigned leads from various lead sources are properly and accurately entered into Litify as "Intakes"
*Daily review of the following status categories to make sure leads are converted to sign-ups and cases we decided to reject are notified quickly:
o Open
o Working
o Under Review
o Pending Sign Up
o Contract Signed
o Chase
*Provide excellent service at all times to prospective clients
o Achieve and maintain an "Effective" rating for:- Call Quality Evaluation Scorecard
- Monthly Performance Scorecard
- Accountable to facilitate intake sign up, referral, and rejection steps for all assigned leads
*Sign-ups:
o Ensure that all details are reviewed with Potential New Client
o Name, address, phone number and email are verified multiple times
o Verify all parties involved & details of incident
o Set proper expectations
o Show empathy and gratitude & be respectful/professional
*Referrals:
o Manage referrals by entering details accurately and follow all appropriate steps.
o Follow up with referral partners on acceptance or rejection of referred cases
*Rejections:
o Ensure all rejections are documented in Litify appropriately
o Ensure all letters are sent out in a timely manner - Accountable to assist fellow intake specialists and receptionist as needed
*Willingness to assist co-workers with:
o Decision making
o Research any and all information for the potential client
o Coverage for phones, reception duties, etc.
*Exhibit initiative: Provide ideas and suggestions for Intake and/or firm
*Flexibility & acceptance of change:
o Embrace new processes
o Exhibit a positive attitude toward changes
*Once loan has been paid off, send file to paralegal
Required Skills/Abilities
- Excellent oral communication skills
- Attention to detail and accuracy
- Confidentiality and strong judgment
- Problem analysis and problem-solving
- Professionalism
- Teamwork
- Willingness to perform any/all tasks as assigned by handling attorney, supervisor and/or firm leadership in support of the firm's growth and success
- High school diploma or equivalent
- Proficient in data entry and management
- 1-3 years customer service or call center experience preferred
- Previous experience within legal, medical, or insurance industry preferred
- Prolonged periods sitting at a desk and working on a computer
- Must be able to lift up to 15 pounds at times
- Optional companywide events allowing you to play as hard as you work, such as Crawfish Boils, Christmas parties, Retreats, and more
- Work-life balance is encouraged as we consider 36.5 hours your full-time requirement and we rarely exceed a 40-hour workweek. We prefer you work to live, not live to work.
- We celebrate life's little (& big) moments with you from birthdays & work anniversaries to marriages and births, as well as, support you when the going gets tough from procedures/hospitalizations to loss of a loved one.
- Collaboration and team member rapport is cheered and emboldened.
- We offer many competitive benefits upon eligibility waiting periods:
- Company-paid Short-term disability & Life/AD&D;
- Health, vision, dental, long-term disability, critical illness, and additional life insurance policies upon eligibility waiting periods;
- 401(k) and profit sharing options upon eligibility waiting periods;
- PTO, paid holidays (10), and paid maternity leave;
- Health Savings Account (HSA), Flexible Spending Accounts (FSA), including dependent care;
- Employee Assistance Program (EAP).
Who We Are
We are a team and community-oriented personal injury law firm dedicated to winning for our clients who have had their lives turned upside down from injuries through no fault of their own. With multiple offices across Louisiana, we focus on ensuring people get maximum monetary compensation for various types of personal injuries or loss of a loved one from incidents like car wrecks, truck accidents, offshore, and workplace injuries. Our founders joined forces to build the premier law firm in Louisiana. With over 250 years of combined experience, our attorneys have earned a powerful reputation and have been nationally recognized as top trial lawyers. As a dedicated and high-performing team, we pride ourselves in our core values: All In, Work Hard, Play Hard, Honorable, Cutting Edge, Community, and Winners, Not Whiners. With all the proper tools in place, our mission is to stand up for our clients, stand with our community, stand by our work, and stand beside each other. You may begin your journey with Laborde Earles for many different reasons, but you stay for the team.
Our Core Values
All In: Being fully committed to a task or endeavor. Giving 110% for the team and our common goals.
Work Hard, Play Hard: Emphasizing work life balance. Putting in the hard work for the clients that depend on us as well as turning work-mode off sometimes to add fun, laughter, and relaxation into our routines.
Honorable: Making moral and just decisions, having an ownership mentality, being reputable and respectable through your work product, client and teammate interactions, and personal and family life.
Cutting Edge: Having the most advanced or newest version of a product or service, ensuring that we are functioning at our highest capacity as a firm, both effective and efficient.
Community: Being a pillar for the surrounding area and the people within by rallying for and supporting them through giving back and volunteering. Supporting the constant growth and improvement of ourselves and each other.
Winners, Not Whiners: Being a team-player even when the going gets tough to support the goals of our team and the firm, maintaining a positive outlook through the day-to-day challenges & setbacks, celebrating the wins & successes, being willing to step in and help for the sake of the common goals we strive to achieve.
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