aiLegal Law & Lu LLP Intake Specialists Remote · Full time Company website

The Intake Specialists will be the first point of contact for potential clients, responsible for collecting client information, assessing their needs based on predefined attorney parameters, and issuing legal service agreements.

Description

aiLegal Law (https://www.ailegallaw.com/) is a tech-enabled law practice serving immigrant community in immigration, corporation, and litigation.


Here is why you should consider joining us:


  • Innovative Culture: We’re pioneers in driving efficiency, productivity, and collaboration. We leverage cutting-edge technologies to integrate our legal practice seamlessly, ensuring high efficiency, and smooth collaboration. If you’re tech-savvy, and love working efficiency, you’ll thrive in our innovative environment.


  • Transparent Environment: Say good-bye to office politics – we believe in transparency. From sharing financials to openly discussing decisions and challenges, we keep things simple and stay focused on well-defined goals. Join us if you value transparency and want to make a real impact.


  • Recognition and Rewards: We value high performers and aren’t afraid to show it. With robust incentive programs, bonuses, and recognition incentives, we motivate and retain top talent. If you are ready to work hard and play hard, our positions are perfect for you.


  • Standardized Service: Consistency is key, especially in the legal field. We prioritize standardized service to ensure a consistent customer experience across all our legal services. If you are someone who takes initiatives to build best practices and strictly follow operational procedures, you’ll fit right in.


  • Service Mindset: We’re in the business of serving others, and that’s a mindset we embody every day. Our team members are dedicated to providing a friendly demeanor, attentiveness to customers’ needs, and a commitment to delivering a positive legal service experience. Join us if you are passionate about delivering a memorable experience to customers.


  • Lead by Example: Our leaders don’t just talk the talk – they walk the walk. With dedication, trust, and excellence at the forefront of everything we do, our leaders lead by example. If you have a “can do” attitude and love taking initiatives, you’ll thrive in our environment.


  • Pride in our Work: We take pride in everything we deliver, striving for excellence in every aspect of our job. Whether it’s communicating with customers, problem-solving, or delivering legal products, integrity is at the core of everything we do. If you’re proactive and take pride in your work, we want you on our team.


aiLegal Law is headquartered in Atlanta, GA, with branch offices in San Francisco, CA; New York, NY; Chattanooga, TN. If you are interested in our positions and see a good fit with aiLegal Law, please apply with your resume and cover letter.


Job Description:

Position Overview: We are seeking a diligent and client-focused Intake Specialist to join our team. The successful candidate will be the first point of contact for potential clients, responsible for collecting client information, assessing their needs based on predefined attorney parameters, and issuing legal service agreements. This role requires excellent communication skills, attention to detail, and the ability to handle sensitive information with discretion.


Key Responsibilities:


  • Serve as the initial point of contact for prospective clients via phone, email, chat, and text.
  • Collect and document client information accurately, including personal details, case specifics, and any other relevant data.
  • Assess the client’s needs and eligibility for legal services based on predefined parameters set by the attorneys.
  • Issue legal service agreements to clients, ensuring all necessary information and terms are clearly communicated.
  • Follow up with clients to ensure they understand the service agreements and assist with any questions or concerns.
  • Maintain detailed and accurate records of all client interactions and transactions in the firm’s CRM system.
  • Coordinate with attorneys and other staff members to ensure a seamless intake process.
  • Stay updated on changes in immigration laws and firm policies to provide accurate information to clients.
  • Participate in training and professional development activities to enhance skills and knowledge.


Key Performance Indicators (KPIs):


  • Initial Response Time: Respond to client inquiries within 2 minutes for phone calls, 5 minutes for chats, and 15 minutes for emails and texts.
  • Information Accuracy: Achieve an information accuracy rate of 99% in client data entry and documentation.
  • Service Agreement Issuance: Issue service agreements within 30 minutes of client information collection 95% of the time.
  • Client Conversion Rate: Convert 80% of prospective client interactions into signed service agreements.
  • Client Satisfaction: Achieve a client satisfaction rating of 95% or higher based on feedback surveys.
  • Follow-Up Efficiency: Follow up with clients regarding their service agreements within 24 hours, maintaining a 98% follow-up rate.
  • Record Keeping: Maintain accurate and complete records with a 100% compliance rate to firm’s documentation standards.
  • Knowledge Updates: Complete all required training sessions and pass knowledge assessments with a score of 90% or higher.
  • Professional Conduct: Maintain a professional and courteous demeanor in all client interactions, achieving a 100% professionalism score in peer reviews.
  • Attendance and Punctuality: Maintain an attendance rate of 98% or higher and a punctuality rate of 99%.


Qualifications:


  • Bachelor’s degree in Business Administration, Communications, or a related field.
  • Previous experience in customer service, client relations, or a similar role.
  • Strong organizational skills and attention to detail.
  • Excellent verbal and written communication skills.
  • Ability to manage multiple tasks and prioritize effectively.
  • Proficiency in using case management systems or CRM software.
  • Empathetic and patient approach to client interactions.
  • Knowledge of immigration processes is a plus, but not required.