Position Summary
We are seeking a compassionate, detail-oriented, and highly organized Bilingual Plaintiff Case Intake Specialist (English/Spanish) to serve as the first point of contact for prospective clients. This role is critical in providing exceptional customer service, gathering essential case information, evaluating potential claims based on established criteria, and ensuring a seamless intake process.
The ideal candidate is fluent in both English and Spanish, communicates with empathy and professionalism, and thrives in a fast-paced legal environment.
Key Responsibilities
Answer inbound calls, emails, text messages, and online inquiries from prospective clients in both English and Spanish.
Conduct comprehensive client interviews to gather relevant facts and assess potential legal claims.
Accurately document client information and case details within the firm’s case management system.
Evaluate potential cases using firm-established intake guidelines and escalate matters to attorneys when appropriate.
Explain the firm’s intake process and answer questions while maintaining professionalism and empathy.
Schedule attorney consultations and coordinate follow-up communications.
Obtain and organize supporting documentation from prospective clients.
Maintain confidentiality and comply with all ethical and legal requirements regarding client information.
Follow up with prospective clients to obtain missing information or documentation.
Collaborate with attorneys, paralegals, and support staff to facilitate a smooth transition from intake to case opening.
Track intake metrics and maintain accurate records of leads, consultations, and case outcomes.
Qualifications
Fluent in both English and Spanish (spoken and written); translation and interpretation skills required.
High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
Minimum of 2 years of customer service, legal intake, call center, or law firm experience preferred.
Experience in plaintiff-side personal injury, employment law, mass torts, or other civil litigation is a plus.
Excellent verbal and written communication skills.
Strong active listening and interviewing abilities.
Exceptional attention to detail and organizational skills.
Ability to multitask and manage a high volume of inquiries.
Proficiency with Microsoft Office and legal case management or CRM software.
Professional, empathetic, and client-focused demeanor.
Preferred Skills
Knowledge of legal terminology and litigation processes.
Experience using case management platforms.
Strong problem-solving and critical thinking skills.
Ability to work independently while collaborating effectively with a team.
Ability to maintain composure when interacting with clients experiencing stressful situations.
Core Competencies
Customer Service Excellence
Empathy and Emotional Intelligence
Professional Communication
Attention to Detail
Organization and Time Management
Confidentiality and Ethics
Teamwork
Reliability and Accountability
Physical Requirements
Ability to sit and work at a computer for extended periods.
Ability to communicate clearly by phone, video conference, and in person.
Pay: From $22.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Profit sharing
- Vision insurance
Work Location: In person
