Client Intake and Onboarding Specialist Legal Services

Job Title: Client Intake and Onboarding Specialist Legal Services

Reports To: Operations Manager

Employment Type: Full-Time

The Client Intake and Onboarding Specialist serves as the first point of contact for prospective clients, managing all initial inquiries via phone, email, and web forms. This pivotal role involves empathetic communication, thorough case screening, and meticulous data collection to qualify leads, conduct conflict checks, and ensure a seamless transition to the attorneys and legal team, allowing attorneys to focus on casework.

Success in this role looks like:

• Answering and responding to new inquiries promptly and professionally
• Accurately qualifying potential cases and handing off complete intake packets to the legal team
• Minimizing missed leads and no-shows through consistent follow-up and scheduling
• Creating a positive first impression that reflects the firm’s professionalism and compassion

Key Responsibilities:

Initial Client Contact and Communication

• Serve as the primary, professional, and empathetic first point of contact for all potential clients, building rapport and setting a positive tone for the client relationship
• Answer inquiries, explain the firm’s general procedures and fee structures without providing legal advice, and manage client expectations regarding the intake process
• Conduct timely follow-up with prospective clients who have not yet committed to the firm’s services to ensure no viable leads are missed

Case Screening and Onboarding

• Conduct initial interviews to gather detailed information about the potential case, relevant facts, timelines, and involved parties
• Screen potential cases using established firm criteria to determine alignment with the firm’s practice areas and expertise
• Execute conflict-of-interest checks to ensure ethical compliance before the case is accepted by an attorney
• Coordinate the onboarding of new clients, including preparing and sending welcome packets, fee agreements, and required disclosures for electronic signature platforms

Data Management and Administration

• Accurately enter prospective and new client information into practice management and intake systems such as Lawmatics and Clio
• Assemble complete and organized intake packets with all collected information and documentation for attorney review
• Schedule initial consultations with qualified clients and appropriate attorneys, managing calendars and sending reminders to minimize no-shows
• Maintain meticulous and confidential records of all client interactions in compliance with data protection and confidentiality standards

Collaboration and Process Improvement

• Collaborate closely with attorneys, paralegals, and marketing to align on case qualification criteria and ensure a smooth handoff of new matters
• Assist in developing and refining client experience workflows, intake scripts, and communication guidelines
• Provide data-driven insights to management on key metrics such as lead-to-case conversion rates and response times to improve the intake process

Qualifications and Skills:

Experience

• Experience in client services, customer relations, or a related administrative role; 2+ years preferred (law firm or professional services experience is a plus)

Education

• High school diploma or equivalent required
• Associate or Bachelor’s degree in legal studies, communications, or a related field is a plus

Communication

• Exceptional verbal and written communication skills with a calm, professional, and empathetic demeanor
• Ability to handle sensitive or emotionally charged matters with discretion
• Bilingual (English and Spanish) proficiency is strongly preferred

Technical Proficiency

• Comfortable using practice management and intake systems such as Lawmatics and Clio
• Familiarity with secure document and e-signature tools such as Docu Sign

Core Competencies

• Strong organizational skills and attention to detail
• Ability to multitask and prioritize effectively in a fast-paced environment
• Problem-solving mindset and sound judgment

Legal Knowledge

• Basic understanding of legal terminology and processes to effectively screen cases without offering legal advice

This role does not provide legal advice and does not replace attorney…