Legal Intake & Client Communications Specialist
RemoteUnited States or Colombia
Job Summary
Handle inbound calls from new leads, referrals, and active clients while conducting outbound follow-ups via phone, SMS, and email for up to 14 days. Qualify personal injury and mass tort cases based on defined criteria, guide qualified callers through next steps, and secure completed intakes and signed engagements. Coordinate e-signatures, confirm documentation, warm transfer cases to attorneys, and provide status updates to clients. Maintain accurate case notes in FileVine or CRM systems and escalate urgent situations related to injuries, medical needs, or legal deadlines. Support surge intake needs during mass tort campaigns. This role combines high-empathy client support with a light sales component, requiring strict adherence to intake scripts in a fast-paced environment.
Required Qualifications
- Strong spoken English and clear, professional written communication
- Prior experience in legal intake, personal injury, mass tort, healthcare intake, insurance claims, or regulated contact centers
- Comfort with consultative and persuasive conversations, including closing for next steps or signatures
- Ability to handle distressed or urgent callers with emotional control and empathy
- High attention to detail and strict adherence to intake scripts and qualification criteria
- Experience working with CRM systems, legal case management tools, or similar platforms
- Ability to perform well in a fast-paced, high-volume environment
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