New Client Intake Specialist
Job description
About the role
You own the critical first point of contact for injured clients, shaping their entire perception of Parnall Law Firm from the moment they reach out. This position requires a high level of empathy and the ability to guide individuals through difficult moments with clarity and care. You will directly influence whether a potential client feels supported and understood during a challenging time. The role demands a confident communicator who thrives on building genuine connections with people. You are responsible for determining the appropriate next step for every inquiry, whether that means retaining the case internally or providing a responsible referral. Success in this position means taking ownership of the client journey from the very first interaction. Your work ensures that the firm's mission to serve the injured people of New Mexico is executed with professionalism and heart.
Key facts
What you'll do
Attend weekly firm-wide huddle every Monday morning at 8:00 am Mountain.
Attend daily team mini huddle Tuesday through Friday at 8:00 am Mountain.
Attend biweekly meeting with the Lead to go over KPIs and metrics.
Achieve a 95% good call conversion rate on all incoming inquiries.
Convert all pending cases within 3 days of the initial inquiry to secure opportunities promptly.
Send out decline letters to non-clients within 5 days of the decision to manage expectations respectfully.
Establish immediate rapport with potential clients over the phone to build trust quickly.
Answer calls and emails from potential clients regarding their claims and determine whether to VineSign or schedule for attorney intake.
Post all new cases on intake sheets and messages in SmartAdvocate promptly and accurately to maintain organized records.
Research the potential client and case as needed and document the file thoroughly for future reference.
Become familiar with the firm's referral list to properly direct callers we cannot assist in-house.
Keep track of cases that have been referred to external attorneys to ensure continuity and follow-through.
Weed out unwanted cases efficiently to maintain focus on cases the firm can genuinely help.
Help create a positive team environment by communicating effectively with each team member to ensure all potential new clients receive prompt attention.
Deadline new intake sheets for follow-up, sols, or declines to keep workflows moving efficiently.
Draft decline letters with appropriate SOL language to communicate decisions professionally.
After-hours rotation for qualified calls on an as-needed basis, for which compensation is provided.
Manage and update provider contact information in SmartAdvocate to maintain accurate records.
Perform data entry, party entry, and witness info entry with precision to avoid errors.
Conduct conflict checks when entering parties to ensure ethical compliance.
Convey confidence on the phone and in-person to instill trust in prospective clients.
Demonstrate strong active listening skills to fully understand client concerns.
Apply intelligent analytical ability to determine liability, damages, and source of recovery.
Be comfortable and confident in selling legal services to qualified leads.
Show empathy for injured clients, with the ability to put them at ease during their difficult time.
Use exceptional communication skills, both verbal and written, to convey information clearly.
Be influential in helping clients realize that Parnall Law Firm is the right choice for their legal needs.
Requirements
High school diploma or equivalent is mandatory for this role.
2+ years of direct legal intake experience is required; personal injury experience is strongly preferred.
Bilingual ability in English and Spanish is strongly preferred for effective communication.
You must be confident, charismatic, and compassionate in all interactions.
Strong active listening skills are essential to put clients at ease during difficult moments.
Analytical ability is necessary to assess liability, damages, and source of recovery accurately.
You must be comfortable guiding clients toward a decision without providing legal advice.
Exceptional written and verbal communication skills are required daily.
Inbound sales experience is a strong asset for this position.
Proficiency with computers and eagerness to learn case management software are mandatory.
Professional demeanor and a genuine team-first mindset are required.
Availability Monday-Friday, 8:00-5:00 MT is mandatory, with rotating holiday coverage.
Ability to pass a background check is required for employment.
Practical notes
Hours: Monday-Friday, 8:00-5:00 MT, with rotating holiday coverage.
Travel: Not applicable.
Visa: Not applicable.
Deadlines: Convert all pending cases within 3 days of initial inquiry; send decline letters within 5 days of decision; attend Monday huddle at 8:00 am and daily huddle at 8:00 am Tuesday through Friday.