Bilingual Intake Agent
Bilingual Intake Agent – Law Firm – Raleigh, NC
Fluent English/Spanish Required
Job description
The Driscoll Firm is looking for experienced, bilingual Intake Agents/Client Relations Representatives to work in our busy office in downtown Raleigh assisting clients.
Multiple shifts available – Day/Evening/Night - including Saturday and Sunday. Two days off during the week!
Responsibilities
- Conduct initial interviews with prospective clients to gather essential information.
- Assess the client's legal needs and determine if their issue falls within the organization's scope of services.
- Collect and verify client information, including personal details, case history, and relevant documents.
- Ensure that all required forms are completed accurately.
- Analyze the information provided to identify the appropriate legal resources or referral options.
- Maintain clear and professional communication with clients throughout the intake process.
- Provide clients with information about their case, available services, and the next steps in their case.
- Enter client information and case details into the organization’s database or case management system.
- Ensure that all records are accurate, up-to-date, and confidential.
- Work closely with attorneys, paralegals, and other legal professionals to ensure smooth case transitions.
- Provide relevant information and updates about client cases to the legal team.
- Adhere to legal and ethical standards regarding client confidentiality and data protection.
- Ensure compliance with organizational policies and legal regulations.
- Address and resolve any issues or concerns that clients may have during the intake process.
- Provide support and assistance in overcoming obstacles or misunderstandings.
- Stay informed about changes in relevant case statuses and procedures to provide accurate and up-to-date information.
- Participate in ongoing training and professional development to enhance skills and knowledge.
Qualifications:
- Excellent verbal and written communication skills.
- MUST be Bilingual - English/Spanish
- Experience with cold lead sales REQUIRED.
- Excellent organizational skills and interpersonal skills
- Extended ability to use PC and widely used software packages (Excel, MS Word, PowerPoint, Neos)
- Ability to meet deadlines; accomplish work in order of priority.
- Experience using VOIP
We’re looking for people who are passionate about taking care of others – If that’s you, we’d love to speak with you!
This Role:
The Client Relations Representative will handle inquiries from our clients via phone, email, chat, and social media channels.
You are:
- A strong communicator - able to clearly articulate information in both English and Spanish verbally and in writing.
- A great listener – able to listen for our clients needs and use probing questions to understand how you can best help.
- Detail oriented and thorough because you want to make sure that customers are handled well and on the first contact.
- A problem solver – you’re willing to go find the answer to a client’s question and you are happy to help share information you’ve learned with other teammates.
- Able to learn new processes quickly and able to work multiple systems simultaneously.
- Reliable – our clients rely on us and you are the human brand of the Firm
- Able to multi-task and can at times handle a high volume of work
- Able to provide high quality personalized service. Maybe you have worked in other contact centers or you’ve worked in other client service industries.
Job Type: Full-time
Expected hours: 40 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Shift:
- 8 hour shift
- Day Shift
- Evening shift
- Night shift