New Client Intake Specialist (Personal Injury)

About the role

You own the experience of every injured person who reaches out to our firm for the first time. You are the initial human connection that determines whether a frightened client feels heard and supported or left alone in a difficult moment. This position requires you to lead every interaction with empathy, clarity, and a calm, professional presence. You will take personal responsibility for converting potential clients into retained cases while strictly adhering to our ethical obligations and referral protocols. Your work directly shapes the client's entire journey with Parnall Law from the very first phone call. You will be measured on your ability to build trust quickly and provide precise, helpful guidance.

Key facts

What you'll do

• Attend the firm-wide huddle every Monday morning at 8:00 am Mountain to align on priorities and team updates.
• Participate in daily team mini huddles Tuesday through Friday at 8:00 am Mountain to share updates and roadblocks.
• Attend biweekly meetings with the Lead to review key performance indicators and firm metrics.
• Establish immediate rapport with potential clients over the phone to reduce their anxiety and build trust.
• Answer all incoming calls and emails from potential clients regarding their claims in a timely and compassionate manner.
• Determine intake eligibility by assessing whether the firm can assist and whether a VineSign should be used or an attorney intake scheduled.
• Post all new case details promptly and accurately into SmartAdvocate, ensuring data integrity and compliance.
• Research potential clients and case specifics as needed, documenting all findings thoroughly within the file.
• Utilize the firm's referral list to appropriately direct callers who fall outside of our practice areas or capacity.
• Track all cases that have been referred to external attorneys to ensure proper follow-through and closure.
• Weed out unwanted or non-viable cases based on firm guidelines and resource availability.
• Contribute to a positive team environment by communicating proactively with colleagues to guarantee prompt attention for all potential new clients.
• Draft and send decline letters to non-clients within 5 days of the intake decision, including appropriate statute of limitations language.
• Complete after-hours rotation for qualified calls, which are compensated separately, to ensure coverage outside standard hours.

Requirements

• Hold a high school diploma or equivalent educational credential.
• Possess a minimum of 2+ years of direct legal intake experience, with personal injury experience being strongly preferred.
• Be fully bilingual in English and Spanish, as this skill is strongly preferred for client communication.
• Demonstrate confidence, charisma, and compassion in every interaction, maintaining warmth even during high-pressure calls.
• Exhibit strong active listening skills to accurately capture client concerns and emotional states.
• Apply analytical ability to assess liability, potential damages, and viable sources of recovery during initial conversations.
• Show comfort in guiding clients toward a decision without crossing into the provision of legal advice.
• Maintain exceptional written and verbal communication skills at all times.
• Have prior inbound sales experience, which is considered a strong plus for this role.
• Remain proficient with computers and demonstrate eagerness to quickly learn new case management software systems.
• Uphold a professional demeanor and embrace a genuine team-first mindset in all collaborative efforts.
• Be available to work Monday through Friday, 8:00 am to 5:00 pm Mountain Time, including rotating holiday coverage.
• Successfully pass a comprehensive background check as a condition of employment.

Practical notes

This role operates within standard business hours, requiring availability from 8:00 am to 5:00 pm Mountain Time on weekdays. Employees must be prepared for rotating holiday coverage to ensure continuous client support. Travel is not required for this position as it is designated as a remote role for eligible locations. Candidates residing outside the specified remote areas, including Albuquerque, Rio Rancho, Bernalillo, Los Lunas, Belen, Bosque Farms, Edgewood, Moriarty, Santa Fe, and Roswell, must confirm their eligibility for remote work. No visa sponsorship information is provided in the source material. All deadlines, including intake response times and decline letter submissions, are strictly enforced to maintain client care standards and operational efficiency.