What are the responsibilities and job description for the NCS Intake Specialist -Spanish Speaking position at Minner Vines Injury Lawyers PLLC?
Reports to: NCS Operations Lead
Summary/Objective
New Client Services is the front door of the firm. The NCS Intake Specialist I is often the first voice a potential client hears — sometimes on the worst day of that person's life. This is the entry-level seat in the NCS Specialist track: the Specialist I fields inbound calls and web leads, gathers the information needed to evaluate a case, and sets the tone for every client relationship that follows. The ideal candidate is warm under pressure, disciplined about documentation, and comfortable turning a difficult call into a signed, well-documented case. Strong performers in this seat progress to NCS Specialist II.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Candidate consistently demonstrates a passion to fulfill the core values of the firm. Closing viable cases is the core measure of success in this role; the items below support that priority. The overall job functions include, but are not limited to, the items below.
- Answer every inbound call and web lead promptly, and be the calm, empathetic voice for someone who may be having the worst day of their life.
- Ask the right questions to determine whether a case fits the firm's criteria.
- Conduct client conversations fluently in Spanish while documenting each interaction in detailed, accurate written English in the case management system.
- Close the case. Getting a viable case signed, not just identified, is the core measure of success in this role.
- Handle difficult or resistant callers with professionalism and decisiveness rather than losing the sign.
- Follow the firm's intake process and document each call accurately in the case management system.
- Follow up on outstanding paperwork and open leads until they are resolved, signed, or handed off.
- Flag unusual, high-value, or high-risk calls to the NCS Operations Lead.
Competencies
- Exceptionally strong verbal communication; able to hold a conversation, redirect it, and close it.
- Bilingual proficiency: able to conduct sensitive, high-stakes conversations in Spanish and translate them into clear, accurate written English documentation in real time.
- Comfortable asking direct questions and gathering sensitive information calmly and professionally.
- Able to multitask, enter data accurately, and manage call volume in a fast-paced environment.
- Reliable and punctual, and committed to showing up consistently. This is an in-office role.
- Technologically capable and quick to learn new systems, particularly the firm's case management platform.
- Discretion and sound judgment when handling sensitive client and case information.
- Resilient under pressure; does not let a difficult call affect the next one.
Work Environment
This job operates in a professional office environment and requires daily in-office presence; this is a phone-heavy, fast-paced intake environment. This role is based in person, full-time, at our Lexington, KY or Nashville, TN office. Remote work is not available for this position given its coordination and call-handling requirements.
Position Type
This is a full-time, non-exempt position. Compensation includes an hourly rate, plus a monthly performance bonus tied to signed cases and case quality, per the firm's NCS bonus plan.
Required Education and Experience
- Full professional fluency in spoken Spanish is required, including the ability to handle sensitive, high-stakes conversations accurately and naturally; candidates will complete a brief Spanish-language proficiency assessment during the interview process. Equally essential: the ability to document every call in clear, detailed, accurate written English in the case management system in real time.
- High school diploma required.
- Comfortable learning new software and case management systems quickly.
- 1 year of experience in a customer-facing or phone-heavy role such as intake, customer service, call center, or client coordination.
- Prior experience in a law firm, medical office, or insurance environment is a plus, but not required.