Intake & Engagement Specialist

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.

• 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.

Ability to work scheduled hours, and shifts may vary based on department needs. Hours for this role will range from 10AM-6PM to 12PM-8PM range. It will require an occasional weekend shift.

• Health/Dental insurance
• PTO
• 401K
• Breakfast/Lunch provided daily