Intake Specialist - Modern Family Law

Position Description

Modern Family Law, a renowned and rapidly growing law firm specializing in Family Law, is thrilled to expand our talented team in any of our Firm's locations! Committed to excellence, we deliver exceptional legal services to our clients while nurturing a supportive and collaborative work environment. If you are a dedicated professional seeking a dynamic and rewarding career in client services, this is your opportunity to shine with a leading firm.

We are seeking an experienced Intake Specialist with a passion for client engagement to join our team. This individual will be expected to work the core hours of 8:00 a.m. Pacific until 5:00 p.m. Pacific Time to accommodate our clients on the West Coast.

As a key member of our intake department, you will play a critical role in welcoming potential clients and guiding them through their initial interactions with the firm. Your ability to communicate clearly and empathetically, manage client records with precision, and collaborate with other departments will ensure a positive and seamless intake experience. This is primarily a Work from Home position; however, you may be required to attend occasional in-office meetings as requested. 

To be successful in this role, the incumbent in this position would be expected to do the following:

• Monitor and respond promptly to inquiries across email, chat, and web forms, providing potential clients with information about the firm’s services and setting expectations for the intake process.
• Conduct conflict checks to ensure compliance with firm policies.
• Answer incoming calls with professionalism and empathy, transferring calls to the appropriate team members and handling voicemails and follow-ups as needed.
• Manage and update client records in the CRM, ensuring accuracy and timeliness in data entry.
• Distribute, collect, and process fee agreements and credit card authorizations, entering details into the system with precision and facilitating retainer fee transactions.
• Schedule meetings and initial consultations for attorneys, coordinating with both clients and firm calendars.
• Follow up with potential clients via phone, email, or chat to address questions, encourage engagement, and guide them through the next steps.
• Track and log follow-up activities to maintain a complete record in the CRM.
• Identify high-priority leads and escalate them to attorneys or senior intake team members as necessary.
• Actively participate in weekly intake meetings and contribute to continuous improvement efforts within the intake department.
• Collaborate with other departments, including marketing, IT, and sales, to ensure smooth client experiences.
• Other duties and projects as assigned.

Position Requirements

• 2–5 years of experience in sales, customer service, or a related field, with a proven track record of client engagement and follow-up. Experience in legal intake or a client-service role is a plus.
• Proficiency with Apple products and CRM systems, with a typing speed of 50 WPM or higher and excellent attention to detail.
• Ability to communicate calmly and effectively with clients in stressful situations, demonstrating empathy and professionalism.
• Strong organizational skills and the ability to prioritize multiple competing tasks in a fast-paced environment.
• Client-focused mindset, dedicated to delivering exceptional service and fostering positive client relationships.
• Strong professional references that attest to your expertise, professionalism, and work ethic.

Skills and Competencies

• Excellent written and verbal communication skills with the ability to handle client interactions with care and clarity.
• Strong organizational skills, with the ability to handle multiple priorities and meet tight deadlines.
• High attention to detail, ensuring accuracy in client records, communications, and transaction processing.
• Ability to collaborate effectively within a supportive, professional work culture.
• Adaptability and flexibility, thriving in both remote work and in-person settings when required.
• Proficiency in CRM systems and technology used in remote client management.

ADA Compliance: All candidates and incumbents are expected to perform the duties as assigned so long as they can meet the expectations set forth with or without reasonable accommodations. Should a candidate or incumbent require accommodation, they need to advise the Director of People & Culture in advance.

Notes on Compensation: This range is a reasonably reliable estimate of the base salary that this individual is expected to receive and does not include any commissions or incentives to which the employee is eligible to earn. Actual pay will be adjusted based on experience, location, billable hour expectations, and other job-related factors permitted by law. Full-time employees may be eligible for health insurance with an optional HSA, short-term disability, long-term disability, dental insurance, vision care, life insurance, Healthcare and Dependent Care Flexible Spending Accounts, 401K, vacation, sick time, and an employee assistance program.

Additional voluntary programs include voluntary accident insurance, voluntary life, voluntary disability, voluntary long-term care, voluntary critical illness and cancer insurance, and pet insurance. Commuter and Transit programs may also be available in certain markets.

Pursuant to the local Fair Change Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Modern Family Law is committed to diversity and inclusion in the workplace. Individuals seeking employment at MFL are considered without regard to race, color, religion, sex, sexual orientation, gender identification, national origin, age, marital status, ancestry, disability, veteran status, or genetic information, among other protected bases.