INTAKE SPECIALIST
Company Overview:
ProLegal is a leading provider of pre-settlement funding, dedicated to helping plaintiffs access the financial resources they need while awaiting the resolution of their legal cases. Our mission is to support our clients through difficult times with empathy, efficiency, and professionalism.
Position Summary
The Intake Specialist is often the first point of contact for prospective clients seeking funding from ProLegal. This role is responsible for providing a professional, compassionate, and efficient intake experience while gathering the information necessary for the Funding team to evaluate each request.
The ideal candidate has experience working with law firms, attorneys, paralegals, legal assistants, or within a legal services environment and understands the importance of accuracy, confidentiality, professionalism, and timely communication when handling legal matters.
The Intake Specialist must be comfortable speaking with clients who may be experiencing financial hardship, injuries, litigation stress, or other difficult circumstances. This position requires excellent communication skills, strong attention to detail, good judgment, empathy, and the ability to work efficiently in a fast-paced environment.
Core Responsibilities
- Respond promptly to incoming client calls, emails, online inquiries, referrals, law firms, and other funding leads.
- Conduct complete and accurate client intakes for new funding requests.
- Gather and document essential client and case information, including contact information, case type, date of incident, law firm and attorney information, treatment status, funding requested, prior advances, and other relevant details.
- Communicate professionally with law firms, attorneys, paralegals, and legal assistants regarding case and client information.
- Review information for completeness and accuracy and follow up on missing or unclear information.
- Explain ProLegal’s funding process and next steps clearly to clients and, when appropriate, law firm personnel.
- Accurately maintain client information, case notes, communications, documents, and status updates within Company systems.
- Maintain detailed notes and provide clear, organized handoffs to the Funding team.
- Monitor shared phone lines, emails, and intake queues to ensure inquiries are handled promptly.
- Communicate calmly and professionally with clients experiencing stressful or emotional circumstances and appropriately de-escalate concerns.
- Collaborate with Funding Specialists, underwriters, management, and other team members to keep cases moving efficiently.
- Protect confidential client, legal, medical, financial, and Company information.
- Identify recurring issues or opportunities to improve the intake process and communicate them to management.
Performance Expectations
- Communication: Communicate clearly and professionally with clients, law firms, attorneys, and coworkers.
- Legal Experience: Understand basic legal terminology and the importance of accurate case information, documentation, confidentiality, and professional communication with law firms.
- Client Service: Demonstrate empathy and patience while maintaining control of the conversation and obtaining required information.
- Accuracy & Organization: Maintain complete, accurate, and well-organized files, notes, and follow-ups.
- Ownership: Take responsibility for assigned intakes and ensure outstanding items are followed up on.
- Efficiency: Manage multiple calls, intakes, and follow-ups while maintaining quality and accuracy.
- Teamwork: Communicate effectively with the Funding team and provide clean, complete handoffs.
- Reliability: Maintain consistent responsiveness, attendance, and completion of assigned responsibilities.
Qualifications & Skills
- Experience working with law firms, attorneys, paralegals, legal assistants, or in a legal services environment strongly preferred.
- Experience in legal intake, personal injury, litigation, law firm administration, litigation funding, customer service, or a related field preferred.
- Familiarity with legal terminology, law firm processes, or personal injury matters is a plus.
- Excellent spoken and written English.
- Strong verbal communication, active listening, and customer service skills.
- Professional and confident phone presence.
- Strong attention to detail, organization, and follow-through.
- Ability to communicate effectively with individuals experiencing stressful or emotional circumstances.
- Ability to manage multiple calls, leads, tasks, and follow-ups.
- Comfortable using CRM systems, email, phone systems, document management platforms, and other business technology.
- Good judgment and discretion when handling confidential information.
- Ability to work independently and effectively as part of a team.
Language Requirements
Fluent spoken and written English is required. Spanish or additional language proficiency is a plus but not required.
What Success Looks Like
A successful Intake Specialist ensures that clients and law firm contacts feel heard, respected, and properly guided while ensuring the Funding team receives complete, accurate, and well-documented information.
The successful candidate will be comfortable working with law firms and legal professionals, following up on outstanding information, maintaining organized files, and ensuring that every interaction reflects ProLegal’s standards for professionalism, responsiveness, confidentiality, and client service.
