Client Experience Associate/ Intake Specialist

We are seeking a highly motivated and detail-oriented Intake Specialist to join our team. The Intake Specialist serves as the first point of contact for potential and existing clients and plays a critical role in creating a positive client experience from the very beginning.

The ideal candidate understands that first impressions matter, communicates with empathy and professionalism, and has a strong commitment to accuracy and follow-through. This role requires someone who thrives in a fast-paced environment, enjoys helping people, and takes pride in providing exceptional service while maintaining attention to detail.

Essential Responsibilities

• Serve as the first point of contact for prospective clients by answering inbound calls, responding to inquiries, and providing a welcoming and professional experience.
• Gather detailed and accurate information from potential clients to determine case eligibility and ensure proper intake documentation.
• Conduct client intake interviews while demonstrating compassion, active listening, and professionalism.
• Accurately enter and maintain client information within the firm’s case management system.
• Coordinate follow-up communication with potential clients and ensure timely responses.
• Process incoming mail, faxes, and electronic documents while ensuring documents are accurately scanned, organized, and properly filed.
• Maintain accurate client records and follow established procedures for document management and case opening processes.
• Communicate effectively with attorneys, paralegals, and administrative team members to ensure a smooth transition from intake to case handling.
• Assist with administrative tasks and special projects as needed.
• Identify opportunities for process improvement and contribute to a positive, team-oriented environment.