Intake Specialist

Alonso & Alonso Attorneys at Law; Bogotá; Presencial; COP 27.900.000 - 44.640.000; Jornada completa

Descripción de la vacante

Alonso & Alonso Attorneys at Law in Bogotá seeks a client intake and engagement specialist to support immigration services. You will screen inbound leads, guide clients through intake questionnaires, and initiate outbound outreach to promote consultations.

In this role you will maintain accurate client profiles in the case management system, track interactions, adhere to SOPs and compliance, and collaborate with Sales Consultation leadership to optimize the intake-to-consultation workflow and

Formación

• Preferred experience in the legal field.
• Minimum 1 year of experience in customer service and sales; outbound calling experience preferred.
• Bilingual proficiency in English and Spanish (spoken and written) required.
• Strong communication, persuasion, and interpersonal skills.
• High empathy, emotional intelligence, and a client-centered mindset.
• Ability to thrive in a fast-paced, metric-driven environment.
• Strong organizational and time-management skills.

Responsabilidades

• Conduct inbound eligibility screenings to assess potential client qualification for immigration services.
• Provide a professional, compassionate, and client-focused experience during all interactions.
• Guide prospective clients through a structured intake questionnaire to identify potential immigration solutions.
• Proactively conduct outbound calls to engage prospective clients and promote consultations.
• Execute timely follow-up communications based on pipeline stage and business priorities.
• Maintain consistent client contact to support conversion and reduce lead drop-off.
• Ensure client profiles are accurately completed and maintained in the case management system.
• Track and document all interactions, dispositions, and follow-up actions with precision.
• Adhere to intake SOPs, quality standards, and compliance requirements.
• Collaborate closely with Sales Consultation leadership to ensure a smooth intake-to-consultation handoff.
• Actively participate in sales contests, training sessions, coaching, and team meetings.
• Continuously build knowledge of firm services, immigration processes, and effective engagement techniques.
• Perform other duties as assigned in support of team and organizational objectives.

Conocimientos

Customer service

Sales experience

Bilingual English/Spanish

Communication skills

Empathy

Herramientas

Litify

Calendly

RingCentral

Descripción del empleo

At Alonso & Alonso, we provide personalized attention and services that are tailored to meet the specific needs of each of our clients. We achieve this through client education, consistent updates, thorough assessment of each case, and customized legal strategies based on each client's circumstances

Essential Responsibilities and Duties

Client Intake & Engagement

• Conduct inbound eligibility screenings to assess potential client qualification for immigration services.
• Provide a professional, compassionate, and client-focused experience during all interactions.
• Guide prospective clients through a structured intake questionnaire to identify potential immigration solutions.
  
• Proactively conduct outbound calls to engage prospective clients and promote consultations.
• Execute timely follow-up communications based on pipeline stage and business priorities.
• Maintain consistent client contact to support conversion and reduce lead drop-off.
  

Data Accuracy & Process Management

• Ensure client profiles are accurately completed and maintained in the case management system.
• Track and document all interactions, dispositions, and follow-up actions with precision.
• Adhere to intake SOPs, quality standards, and compliance requirements.
  
• Collaborate closely with Sales Consultation leadership to ensure a smooth intake-to-consultation handoff.
• Actively participate in sales contests, training sessions, coaching, and team meetings.
• Continuously build knowledge of firm services, immigration processes, and effective engagement techniques.
• Perform other duties as assigned in support of team and organizational objectives.
  

Required Qualifications

• Preferred experience in the legal field.
• Minimum 1 year of experience in customer service and sales; outbound calling experience preferred.
• Bilingual proficiency in English and Spanish (spoken and written) required.
• Strong communication, persuasion, and interpersonal skills.
• High empathy, emotional intelligence, and a client-centered mindset.
• Ability to thrive in a fast-paced, competitive, and metric-driven environment.
• Strong organizational and time-management skills.
  

Technical Requirements

• Computer: Intel i5 (8th Gen+) or AMD Ryzen 5 (3000+) or Mac M1+
• OS: Windows 11 or macOS
• Headset: USB wired or wireless
• Internet: Wired connection, minimum 20 Mbps
  

Key Performance Indicators (KPIs)

• Adhere to intake discovery, legal disclosures, and confidentiality protocols on live calls to maintain an average Quality Assurance audit score of 85% or higher, evaluated weekly in RingCentral following a structured 90-day onboarding ramp.
• Drive intake pipeline efficiency by converting at least 15% of all assigned prospective client leads into qualified, scheduled legal consultations in Litify, evaluated on a rolling monthly basis.
• Consistently schedule and confirm 35 or more qualified prospective client consultations per month via Litify and Calendly following the initial 60-day ramp period.
• Maintain an overall inbound queue call answer rate of at least 8% to maximize caller availability and prevent dropped lead opportunities, tracked continuously via RingCentral analytics.
• Execute initial outbound contact via call or SMS for 90% or more of newly assigned web and campaign leads within 5 minutes of pipeline entry, monitored daily via Litify timestamp logs.

This position primarily involves sedentary work, requiring the ability to sit for extended periods while using a computer, phone, and other office equipment. Must handle typing and data entry tasks efficiently.

Equal Opportunity Employment Statement

Alonso & Alonso attorneys at law is an equal opportunity employer and is committed to building a diverse and inclusive organization. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, age, or any other protected characteristic.

Acknowledgment Signatures

This clause confirms that the employee acknowledges and understands the duties and responsibilities outlined in their job description at Alonso & Alonso. The employee agrees to fulfill these responsibilities to the best of their abilities in accordance with company policies and procedures. Any queries regarding the job description can be directed to their supervisor or the human resources department for clarification.