Client Intake Specialist; Personal Injury- REMOTE​/WFH

Join a Team That's Fighting for New Mexico

Parnall Law Firm
, one of New Mexico's largest personal injury firms, is looking for an experienced, people-first New Client Intake Specialist to be the first voice injured clients hear when they reach out for help. This role sits at the heart of our mission - and the right person will take that seriously.

If you're a confident communicator who leads with empathy, thrives on connection, and knows how to guide someone through a difficult moment with care and clarity - read on.

Albuquerque, NM: In-office work required for those residing in this area.

Remote: Available for those living outside the Albuquerque/Rio Rancho/Bernalillo/Los Lunas/Belen/Bosque Farms/Edgewood/Moriarty/Santa Fe/Roswell metro areas

We take care of our people. Parnall Law has been recognized as one of New Mexico's best places to work year after year - and that's no accident. Here's what you can look forward to:

• $49,940-$64,500/year DOE - your reliability and hard work get rewarded regularly, not just at review time
• Full benefits package - comprehensive health, dental, and vision insurance
• PTO, paid sick leave, and paid holidays - because life happens, and we've got you covered
• Annual company goal trip - when the team wins, everyone celebrates together
• A supportive, growth-oriented culture with growth opportunities

• High school diploma or equivalent
• 2+ years of direct legal intake experience required - personal injury experience strongly preferred
• Bilingual (English/Spanish) strongly preferred
• Confident, charismatic, and compassionate - equally warm at 4:30 on a Friday as on Monday morning
• Strong active listening skills and the ability to put clients at ease during difficult moments
• Analytical ability to assess liability, damages, and source of recovery
• Comfortable guiding clients toward a decision without providing legal advice
• Exceptional written and verbal communication skills
• Inbound sales experience is a strong plus
• Proficient with computers and eager to learn case management software
• Professional demeanor and a genuine team-first mindset
• Available Monday-Friday, 8:00-5:00 MT, with rotating holiday coverage
• Ability to pass a background check

As a New Client Intake Specialist, you are often the first person a potential client speaks with after an injury changes their life. Your ability to listen, connect, and guide them toward the right path - whether that's retaining their case or referring them to the right resource - directly shapes their experience and their outcome. This is a role for someone who takes that responsibility seriously.

To conduct initial contact with all potential clients, treating them with empathy and understanding, while determining whether the firm can help. If we can help, the intake specialist's mission is to retain the cases at a rate of 95% or better. If we cannot handle the case in-house, the intake specialist's mission is to place the potential client with a referral partner or another entity that might be able to help the potential client.

• Attend weekly firm-wide huddle every Monday morning at 8:00 am Mountain
• Attend daily team mini huddle Tuesday through Friday at 8:00 am Mountain
• Attend biweekly meeting with the Lead to go over KPIs and metrics.
• Achieve a 95% good call conversion rate
• Convert all pending cases within 3 days of the initial inquiry.
• Send out decline letters to non-clients within 5 days of decision.

• Establish rapport with potential clients immediately over the phone.
• Answer calls and emails from potential clients about their claims, determine whether to Vine Sign or schedule for attorney intake.
• Post all new cases on intake sheets, and messages, in Smart Advocate promptly and accurately.
• Research the potential client and case as necessary and document the file.
• 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.
• After-hours rotation for qualified calls (paid).

• Manage and update provider contact information in Smart Advocate.
• Data entry, party entry, witness info entry.
• Conflict checks…