What are the responsibilities and job description for the Intake Specialist position at K2services?
About Us:
Opensity Solutions is the largest techenabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.
Our Mission:
Ourmissionis to providemodernized technology platforms,elevated technology support, andvaluable insights, empoweringour clientsto excel inwhat they do best.
Job Description:
The Intake Specialist at Opensity Solutions serves as the first point of contact for prospective clients, responsible for evaluating inquiries, conducting intake interviews, and gathering detailed case information to supportappropriate routingand assessment. This role ensuresaccuratedata collection, professional client communication, and effective coordination with internal teams to support case evaluation and onboarding processes. The Intake Specialist plays a critical role in shaping theclientexperience and is classified as non-exempt, reporting to the Client Relations Manager or Client Relations Director.
ROLES & RESPONSIBILITIES:
Professionally receive and respond to inbound calls, emails, and walk-in inquiries from prospective clients.
Conduct detailedintakeinterviews to collect relevant information regarding client legal matters or service needs.
Create a positive and professional first impression for all prospective clients duringinitialcontact.
Accurately record client information, including personal details, case descriptions, and supporting documentation.
Evaluate and analyzeintakeinformation to determine alignment with organizational service offerings or practice areas.
Identifyurgent or high-priority cases and escalate them to appropriate internal personnel or departments.
Communicate clearly and empathetically with clientsregardingservices, processes, and next steps.
Provide information on services, procedures, and general expectations to ensure client understanding and transparency.
Maintain and update client records within internal databases to ensure accuracy, completeness, and confidentiality.
Retrieve and manage client data efficiently to support case review and operational needs.
Collaborate with attorneys, case managers, and internal teams to relay relevant intake information and support case progression.
Assistwith administrative tasks including appointment scheduling, file preparation, and client onboarding support.
Participate in training programs and professional development initiatives to enhance intake and client service capabilities.
KNOWLEDGE, SKILLS & ATTRIBUTES:
Strong client service orientation with a commitment to delivering a positive and professional client experience.
Excellent verbal and written communication skills with the ability to gather sensitive information tactfully and clearly.
Strong attention to detail and accuracy in data entry, documentation, and case evaluation.
Ability to analyze information and make sound judgmentsregardingcase alignment and escalation needs.
Strong organizational skills with the ability to manage multiple inquiries in a fast-paced environment.
Ability tomaintainconfidentiality and handle sensitive client information with discretion.
Proficiencywith Microsoft Office applications and client database or CRM systems.
Strong interpersonal skills with the ability to build rapport andmaintainprofessional client interactions.
Ability to prioritize tasks, manage time effectively, and meet deadlines under pressure.
Adaptability and flexibility in managing changing priorities and high-volume intake environments.
Team-oriented mindset with the ability to collaborate effectively with internal stakeholders.
Professional demeanor with a calm, empathetic, and solution-oriented approach.
QUALIFICATIONS:
Education:High school diploma or equivalent required; college degree preferred.
Experience:Minimum of 1 year of experience in client service,intakecoordination, administrative support, or a related rolerequired.
Technical Skills:
Proficiencyin Microsoft Office Suite, including Word, Excel, Outlook, and related applications.
Experience with CRM systems, intake platforms, or client management databases preferred.
Ability to accurately enter, manage, and retrieve client data in electronic systems.
The Compensation range for this role is 25.00 to 28.00 USD per hour. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.
All eligible employees receive access to a comprehensive benefits package, including:
Medical insurance
Dental insurance
Vision insurance
401(k) retirement plan
Paid Time Off (PTO)
Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients.
Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation.
We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation.
Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.