Intake & Engagement Specialist

Frost Law | Intake & Engagement Specialist

Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands-on law firm This position requires immediate learning and execution of intake and engagement processes while managing high-volume inbound and outbound calls in a fast-paced environment. The role requires working flexible hours, including evenings and weekends, with significant responsibilities for document drafting and direct client interaction. This is an opportunity for someone committed to long-term growth to develop expertise in our core business processes while contributing to a rapidly moving team.

• Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
• Billing : Experience with electronic payment systems, and processing initial retainer payments.
• Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.

Job Responsibilities:

• Lead Interaction: Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us. Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment: Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow-up with callers in a consistent and respectful manner.
• Conflict Check Protocols - Conflict Check Protocols
• Documentation and Record Keeping: Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs
• Respond promptly to all customer inquiries
• Engage with customers and be positive and professional Training: Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem-solving skills.
• Professional call center/scheduling experience a plus

MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.

The ideal applicant has 2 years of reception or customer service experience, preferably on the phone or in a call center. No prior legal work or experience is necessary. Google Workspace, HubSpot, or Clio experience a plus.

Required Skills:

• Willingness to work in-office (not remote)
• Availability to work evenings and weekends as needed
• High call volume experience (both inbound and outbound)
• Demonstrated empathy in previous roles
• Document drafting skills
• Ability to adapt to rapidly changing work environments
• Commitment to long-term growth within the company

Pay Range: $20.00 -$24.00 per hour

Schedule:

• Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 10AM-6PM to 12PM-8PM depending on needed coverage in upcoming weeks during the week. It also will require occasional weekend shift (9 to 5PM).

Work Location: In-person, Annapolis, MD