Legal Intake Specialist
Fait and DiLima, LLP
Rockville, MD US
Posted ago
Fait and DiLima, LLP

We are looking for an experienced Legal Intake Specialist to manage the Firm’s relationships with our clients, potential clients, former clients, referral sources, professional contacts, and the general public.

 

Role of the Position

The Intake Specialist is a staff position that regularly uses discretion and independent judgment in matters of relationships with our current and potential clients to the entire firm. All client-focused work done by the Intake Specialist must be in support of and under the supervision of an attorney. In dealing with clients and potential clients, the Intake Specialist must be careful not to inadvertently slip into the unlawful practice of law. This would include answering client questions about what will happen in their case or recommending that a client undertake a certain course of legal action during their case. In accordance with Bar rules, the Intake Specialist does not give legal advice, approve client engagements or share fees with the Firm.

$43,000 - $53,000 annually (DOE), with bonus incentives if you exceed quarterly requirements. 
The benefits package includes:  Dental, Health, and Vision plans, Life Insurance, 401K, and paid time off (including government holidays). Also, the hours for this position are 9:00 a.m. - 5:00 p.m./EST.

Responsibilities

Intake Specialist Duties

  • Talks to leads and identifies whether they are qualified leads by asking a series of questions designed to speak to the ideal A+ client, target the correct legal issues, gauge urgency/motivation, and determine whether there is potential for a conflict of interest
  • Schedules qualified leads for initial consultations (sales calls)
  • Initiates the pre-engagement glidepath
  • Prepares the attorneys with all the information needed for a successful conversation/consultation
  • Prepares engagement agreements and follows-up to ensure prospects sign the agreement and make the agreed payment
  • Assists with onboarding the client to the firm (opening the file, notifying the legal team)
  • Follows-up with new clients within 5 days of engagement to ensure customer satisfaction and whether there are any questions about client handbook/policies
  • Makes referrals to appropriate firms/other sources, shares free resources, or provides other assistance (for leads who are not ideal or who do not schedule a consultation)
  • Stays in contact with leads who do not schedule consultations, PNCs who do not appear for their consult, and PNCs that do not sign up after their initial consultation to keep the door open for future contact
  • Updates the Firm’s databases, reports, or spreadsheets to track incoming calls, leads qualified, consultations scheduled, referral sources, and other key metrics
  • Excellent written and oral communications, strong attention to detail, and the ability to exercise discretion are necessary

 

Marketing Support Duties


  • Executes the Firm’s post-engagement glidepath (communications to clients when case closes in stages from 1 day to 1 year, obtains reviews and testimonials)
  • Ensure Back-end Marketing calls to former clients and current referral sources are blocked on the Managing Partner’s calendar, provide call lists to the attorneys prior to the call, and update the rainmaking rolodex (or CRM) timely
  • Follow an approved script call to former clients (on behalf of the Managing Partner) to check-in with current or former clients
  • Ensure notecards and follow-up cards are in stock and sent timely after networking events or on important dates, and the rainmaking Rolodex (or CRM) is updated timely
  • Maintain and help update a tracking system to monitor and report on progress with leads, prospective new clients, and referral sources. Provide weekly reports to the Managing Partner

Administrative Duties


  • Perform administrative duties such as answering phone calls, scheduling appointments, calendar management
  • Copying and scanning documents
  • Providing back-up to other support staff for general office administration duties

Qualifications

The Ideal Candidate


  • Must possess good judgment and a strong sense of professionalism, responsibility, and integrity
  • Prior customer service experience required.
  • Experience with a cloud-based/web-based CRM and case management system.
  • Knowledge of the legal industry is an asset.
  • Education and/or work experience equivalent to a bachelor’s degree.
  • Have exceptional problem-solving skills
  • Demonstrated work ethic and ability to learn new systems

MATRIX OF TASKS

Daily

  • Schedule initial consultations
  • Schedule client appointments
  • Review daily appointments and reminders
  • Create contacts and update contact information in the case management or contact management system
  • Open matters the case management or contact management system
  • Send engagements to clients
  • Accept and process payments
  • Meet with the Owner daily re: tasks, consultations
  • Contacts existing clients proactively for check-ins.
  • Contacts former clients as part of the post-engagement glidepath
  • Review and update the Intake/Lead Pipeline Report
  • Review and update the Matter/Case Status Report
  • Review additional projects to be accomplished and calendared
  • Case and administrative filing
  • Close matter files
  • Provide the Owner with lists of GAS calls for the week
  • Update the CRM/Rainmaking Rolodex to track last contacts
  • Meet with legal team to ensure calendars, task lists, and case management systems remain current

We care about skills and experience, just as much as your behaviors, habits, and attitudes. The right person for this role must:

  • Thrive in fast paced environment
  • Be Solution focused
  • Comfortable with shifting priorities frequently
  • Have a high energy level
  • Stellar professionalism empathetic approach to client services
  • Have a sense of humor in equal measure to your sense of compassion

We care about skills and experience. We care just as much about your behaviors, habits, and attitudes…the right person for this role must:

  • Thrive in fast paced environment
  • Be Solution focused
  • Comfortable with shifting priorities frequently
  • Have a high energy level
  • Stellar professionalism and empathetic approach to client services
  • Have a sense of humor in equal measure to your sense of compassion

Compensation
$43,000 - $53,000 annually (DOE)
About Fait and DiLima, LLP

Our firm has been very successful over the last thirty years. We will continue to grow rapidly and are looking for long-term team members to grow with us. We are proud of the firm we’ve built; we’ve done a lot of good, and we’ve gotten a lot of stuff right! But there is always room for improvement. The right person for this position will make sure cases and clients are getting the attention they need and that customer service is always a top priority.

 

We do great work and take satisfaction in helping others. We also want to remain profitable as well. We aspire to have a quality work-life balance that allows the firm to develop its vision while also encouraging each other to pursue our hopes and dreams. We care about our work family and we are dedicated to maintaining a positive and upbeat work environment. If this sounds like the kind of environment you will thrive in and the work you are experienced at doing, we very much look forward to talking with you soon.

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