S

Legal Intake Supervisor

icon building Company : Speaks Law Firm
icon briefcase Job Type : Full Time
icon geo-alt Wilmington, Nc

Job Description - Legal Intake Supervisor


Speaks Law Firm is seeking a Legal Intake Supervisor to join our personal injury legal team. This position plays a crucial role in the client onboarding process and overseas the hiring, training, and development of direct reports. This role requires managing a high volume of phone calls and intermediate to advanced computer skills. Must be able to work flexible hours. Office hours are Mon-Fri 8:30-5:30. This is an onsite position in our Wilmington office.

No phone calls or recruiter emails please.

Responsibilities include, but not limited to:
  • Client Intake: Respond to all inquiries by phone, email, etc. in a timely manner and conduct warm, professional conversations with potential clients
  • Conduct in-depth consultations and assess if lead should be converted to client status
  • Evaluate potential client cases based on eligibility criteria, complexity, and alignment with the firm's expertise
  • Documentation: Responsible for initial data entry into case management system
  • Cover on-call and after hours shifts as needed
  • Perform quality check and audits on intake phone conversations
  • Responsible for documentation, data analysis, conversion rates, and client referrals
  • Primary contact in department for client complaint resolution
  • Responsible for the department’s Key Performance Indicators (KPI’s) and status reports
  • Supervise and direct Intake Coordinators, Investigators and Field Investigators
  • Conduct new hire orientation, continuous training/development, biweekly 1:1 and annual reviews
  • Collaborate closely with Senior Leadership, Attorneys, Case Managers, and other legal professionals to ensure a smooth transition of cases from the intake process to the legal team
  • Provide accurate and comprehensive information about the client and their case to facilitate efficient case management
  • All other duties as assigned by the Senior Leadership Team

Qualifications:
  • Associates degree or higher required
  • Bachelor's degree in related field preferred
  • A minimum of two (2) years of experience in a law firm intake capacity is required
  • A minimum of three (3) years of supervisory experience in a law firm is required
  • Experience with Needles Neos, RingCentral and Team preferred
  • Intermediate to advanced knowledge of MS Word, Excel, and Outlook
  • Strong problem-solving and time management skills
  • Excellent interpersonal and written and oral communication skills
  • Willingness to travel as needed up to 25% of time primarily within the state
  • Passion for advocating for our clients and maintaining a positive attitude required

Compensation:
The is a full-time salary exempt position with competitive rates depending on experience.

Why work at Speaks Law Firm?
  • Ability to be an individual contributor to meaningful work.
  • Professional growth opportunities.
  • A creative and supportive work environment.
  • Excellent benefit package including medical, dental, vision, 401k, PTO & parental leave.


 
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