Parnall Law Firm seeks an experienced New Client Intake Specialist to join our growing team!
MISSION STATEMENT
To warmly and compassionately greet callers (and sometimes visitors), making them feel welcome and comfortable.
To make the best first impression on clients and all prospective clients, whether we take the case or not.
To recognize a client that we want to help and determine whether an avenue of recovery may exist.
To get potential clients that we can help in the door as promptly as possible.
To help injured callers get the help they need.
To create raving fan clients and help the business and law practice grow and thrive.
RESULTS / OUTCOMES (What you must get done.)
- Attend weekly firm wide huddle every Monday morning at 8:00
- Attend daily team mini huddle Tuesday through Friday at 8:00 am
- Attend biweekly meeting with Lead to go over KPIs and metrics.
- Attend weekly firm trainings on Wednesdays at 8:00am
- Achieve a 95% good call conversion rate
- Convert all pending cases within 3 days of initial inquiry.
- Timely accomplish 60 Day client check-ins
- Send out decline letters to non-clients within 5 days of decision.
- Request police/incident within 24 hours of retention.
- Submit all standard IPRAs/evidence requests are completed within 3 days of receipt of police reports.
- Submit evidence summary within 14 days of receipt of all evidence.
DUTIES / RESPONSIBILITIES
Intakes
- Establish rapport with potential clients immediately over the phone.
- Answer calls and emails from potential clients about their claims, determine whether to VineSign or schedule for attorney intake.
- Post all new cases on intake sheets, and messages, in SmartAdvocate promptly and accurately.
- Research the potential client and case to help inform paralegals and lawyers about the viability of the case.
- Become familiar with our referral list to help direct and refer callers we cannot help.
- Keep track of cases that we have referred to attorneys with whom we associate.
- Weed out unwanted cases.
- Help create a positive team environment by communicating with each team member to ensure all potential new clients are given prompt attention.
- Deadline new intake sheets for follow-up / sols / declines
- Draft decline letters with appropriate SOL language.
- Mandatory after-hours rotation for qualified calls (paid).
Administrative support
- Manage and update provider contact information in SmartAdvocate.
- Data entry, party entry, witness info entry.
- Conflict checks when entering parties.
- Obtaining evidence for each case including police reports, 911 calls, lapel video, IPRA, etc. and then reviewing and summarizing all evidence.
Evidence
- Obtaining all police reports, incident reports, 911 calls, lapel, witness statements and other evidence from law enforcement entities.
- Interaction with various public agencies for IPRA requests, reports or other data needed.
COMPETENCIES
- Positive, confident, charismatic, influential, intelligent, and compassionate person.
- Conveys confidence on the phone and in-person
- Strong active listening skills.
- Intelligent analytical ability to determine liability, damages, and source of recovery.
- Comfortable and confident in selling legal services.
- Empathy for injured clients, with ability to put them at ease during their difficult time.
- Exceptional communication skills, verbal and written.
- Influential in helping client to realize that Parnall Law Firm is the best choice in personal injury representation.
- Organized, focused, and attentive to all intakes and follow-ups.
- Resourceful in helping investigate and uncover root of legal issues.
- Enthusiastic ability to absorb guidance and training in intakes, insurance law, and personal injury cases generally.
- Professional attire and demeanor.
- Treats a call at 4:30 on Friday with the same care and compassion as one on Monday morning.
- Able to follow loose script and avoid giving legal advice.
- Computer and typing skills. Enthusiastically absorbs training in case management software.
- Inbound sales experience a plus.
- Personal injury law (particularly plaintiff) experience a plus.
- Team player. We are strong believers in teamwork. If you are not a team player, this job is not for you.
Requirements:
-Minimum 1 year personal injury law experience
-Ability to adhere to business hours Monday-Friday 8:00-5:00 MST
-If located in Albuquerque metro area, must be available to work on-site (if residing outside the Albuquerque Metro Area this position is eligible for remote work).
