Intake Specialist

Walner Law is seeking a highly motivated, organized, and client-focused Legal Intake Specialist to join our growing personal injury law firm.

The Legal Intake Specialist serves as the first point of contact for prospective clients and plays a critical role in the firm's success. This position is responsible for responding to new inquiries, evaluating potential cases, gathering relevant information, maintaining consistent follow-up, and helping convert qualified leads into signed clients.

The ideal candidate is compassionate, detail-oriented, proactive, and comfortable working in a fast-paced environment where responsiveness, accuracy, and accountability are essential.

Key Responsibilities

1. Lead Management & Client Communication

• Respond promptly and professionally to incoming calls, website inquiries, referrals, and other prospective client leads.
• Make outbound calls to prospective clients and follow up on outstanding inquiries.
• Maintain a sense of urgency when responding to new leads, with a target initial response time of 15 minutes or less.
• Follow established procedures for multiple contact attempts using phone calls, text messages, and emails.
• Demonstrate empathy and professionalism when speaking with individuals who have experienced an injury or accident.
• Ensure that no lead is overlooked or left without appropriate follow-up.

2. Case Qualification & Evaluation

• Conduct initial intake interviews to gather information about potential personal injury claims.
• Obtain accident details, injury information, insurance information, and other relevant documentation.
• Identify potential cases that meet the firm's established acceptance criteria.
• Escalate qualified cases to the appropriate attorney for review and final approval.
• Communicate professionally with prospective clients regarding next steps.

3. Client Retention & Case Conversion

• Assist qualified prospective clients through the retention process.
• Prepare and send engagement agreements for approved cases in accordance with firm procedures.
• Follow up on unsigned agreements and outstanding documentation.
• Work toward achieving established lead-to-client conversion goals.
• Maintain accurate records of signed, declined, pending, and unresponsive leads.

4. Lead Docket & Filevine Management

• Accurately enter and maintain prospective client information in Lead Docket.
• Document all calls, text messages, emails, and follow-up activities.
• Ensure lead statuses, assignments, and case information are updated in a timely manner.
• Transfer approved and retained cases into Filevine according to established procedures.
• Ensure required information is complete and accurate before transitioning cases to the Pre-Litigation Department.
• Maintain data integrity across all intake systems.

5. Team Collaboration & Case Handoff

• Communicate regularly with attorneys, intake management, and the Pre-Litigation Department.
• Ensure smooth transitions of newly retained clients to the appropriate team members.
• Assist in obtaining missing documentation, including police reports, insurance information, and identification.
• Follow established procedures for assigning, escalating, and closing leads.
• Participate in departmental meetings, training sessions, and process improvement initiatives.

Performance Expectations & KPIs

The Legal Intake Specialist will be evaluated on key performance indicators, including:

• Speed to Lead: Initial response to new leads within 15 minutes or less, with immediate response preferred.
• Lead Conversion Rate: Percentage of qualified leads successfully converted into signed clients.
• Follow-Up Compliance: Completion of all required contact attempts within established timeframes.
• Lead Management: Timely and accurate updates to lead statuses and assignments.
• Data Accuracy: Complete and accurate documentation in Lead Docket and Filevine.
• Client Experience: Professionalism, empathy, responsiveness, and quality of communication.
• Productivity: Ability to manage assigned leads efficiently while meeting departmental goals.

Qualifications

• Previous experience in legal intake, personal injury law, customer service, or a call center preferred.
• Strong verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple leads and prioritize time-sensitive inquiries.
• Comfortable making outbound calls and conducting consistent follow-up.
• Experience with Lead Docket, Filevine, or similar CRM/case management systems preferred.
• Ability to work independently while contributing to a team-oriented environment.
• Strong computer skills and ability to learn new technology.
• Professional demeanor and commitment to maintaining client confidentiality.
• Bilingual English/Spanish skills are a plus.

Core Competencies

• Accountability: Takes ownership of assigned leads and follows through on responsibilities.
• Responsiveness: Understands the importance of timely client communication.
• Compassion: Treats every prospective client with empathy and respect.
• Attention to Detail: Maintains accurate and complete client records.
• Teamwork: Collaborates effectively across departments.
• Results-Oriented: Strives to meet individual and departmental performance goals.

What We're Looking For

We are looking for someone who understands that intake is more than answering phones. It is about creating a positive first impression, building trust with prospective clients, identifying qualified cases, and ensuring every opportunity receives the attention it deserves.

The successful candidate will take ownership of their leads, follow through consistently, and contribute to the continued growth and success of Walner Law.

Pay: Up to $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Chicago, IL 60602

Salary : $60,000