Intake & Engagement Specialist

Frost Law | Intake & Engagement Specialist

Frost Law, we are a growing Annapolis-based law firm with more than 35 attorneys, nationally recognized for our work in tax, estate, bankruptcy, and business law.

Frost Law is looking for a highly motivated individual who is passionate about creating a positive customer service experience for clients at a busy, hands‑on law firm. This position requires immediate learning and execution of intake and engagement processes while managing high-volume inbound and outbound calls in a fast‑paced environment. This is an opportunity for someone committed to long‑term growth to develop expertise in our core business processes while contributing to a growing team.

• Document Oversight & Compliance: Draft, review, verify, and facilitate the execution of critical legal and financial documents to ensure accuracy and adherence to regulatory standards.
• Billing: Experience with electronic payment systems, and processing initial retainer payments.
• Signature & Approval Coordination: Manage the collection and distribution of approvals and executed agreements, ensuring timely processing.
• Navigate CRM System: Effectively use our Customer Relationship Management (CRM) system to quickly access and comprehend client information, including their current financial status and program progress. Maintain accurate and detailed records of all client interactions and program progress in the CRM system.

• Lead Interaction:
  Serve as the first point of contact for leads seeking legal assistance through one of our communication channels. No Cold Calling – All leads have asked us to contact them or are calling us. Complete scheduled intake appointments with Prospective Clients to collect necessary information.
• Case Assessment:
  Evaluate the potential viability of cases based on the gathered information and the qualifications of our partner firm.
• Follow‑up with callers in a consistent and respectful manner.
• Conflict Check Protocols.
• Documentation and Record Keeping:
  Maintain accurate and organized records of all client interactions, case details, and related documents. Input data into case management systems or databases for easy access and retrieval.
• Putting callers in contact with attorneys who best meet their needs.
• Respond promptly to all customer inquiries.
• Engage with customers and be positive and professional Training:
  Participate in continuous guided and self directed training to stay updated on procedures, terminology, and best practices for client interaction.
• Outstanding interpersonal, communication, organizational, and problem‑solving skills.
• Professional call center/scheduling experience a plus.

The ideal applicant has 2+ years customer service experience, preferably on the phone or in a call center. Google Workspace, Hub Spot, or Clio experience is a plus.

• Willingness to work in-office
• High call volume experience (both inbound and outbound)
• Demonstrated empathy and professionalism in previous roles
• Ability to adapt to rapidly changing work environments

• Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 11AM-7PM to 12PM-8PM range. The position will require an occasional weekend shift (9 to 5PM).