Legal Intake Specialist / Client Support Representative WFO

Cloudstaff; Bogotá; Ibrido; COP 113.586.000 - 183.000.000; Tempo pieno

Descrizione del lavoro

Cloudstaff is seeking a detail-oriented Legal Intake Specialist / Client Support Representative to support our Legal and Client Services teams in the debt settlement process. The role involves client intakes, documentation gathering, case record maintenance, and delivering exceptional service to U.S. clients.

Ideal candidates have experience aiding U.S. clients in legal, financial services, collections, or customer service, and are comfortable handling inquiries via phone, email and chat.

Competenze

• Minimum 2 years of experience in customer service or legal intake.
• Experience supporting U.S. clients in legal/financial services or collections.
• Excellent written and verbal English communication skills.
• Strong phone etiquette and customer service skills.
• Ability to accurately document conversations with clients.
• Highly organized with attention to detail.
• Proficient with Microsoft Outlook, Word and Excel.
• Comfortable working full-time in U.S. business hours (PST) in Cloudstaff office.

Mansioni

• Conduct initial client intake interviews and gather required case information.
• Collect, review, organize, and maintain legal and financial documents.
• Maintain accurate client records within CRM and case management systems.
• Follow up with clients regarding missing documents and required information.
• Handle inbound and outbound calls, emails, and texts with professionalism and empathy.
• Document all client conversations and case activity accurately.
• Assist attorneys, paralegals, negotiators, and account managers with administrative tasks.
• Identify urgent legal matters and escalate appropriately.
• Respond to customer service inquiries about debt settlement and legal processes.
• Maintain confidentiality of all client information.
• Manage multiple cases while meeting quality and productivity expectations.
• Learn and effectively use multiple software platforms and internal systems.

Conoscenze

Customer service

English communication

Phone etiquette

Documentation

Time management

Multitasking

Microsoft Office

CRM platforms

Strumenti

CRM platforms

Descrizione del lavoro

We are seeking a detail-oriented, compassionate, and customer-focusedLegal Intake Specialist / Client Support Representativeto join our growing team.

This role supports our Legal and Client Services departments by conducting client intakes, gathering required documentation, maintaining accurate case records, and providing exceptional customer service throughout the debt settlement process.

The ideal candidate has experience supporting U.S. clients in a legal, financial services, collections, debt settlement, or customer service environment. They are comfortable speaking with clients over the phone, documenting conversations, collecting information, managing case-related documentation, and providing professional service in a fast-paced environment.

Candidates with experience as aParalegal, Legal Assistant, Legal Intake Specialist, Case Manager, Customer Service Representative, Collections Representative, or Financial Services Representativeare encouraged to apply.

Key Responsibilities

• Conduct initial client intake interviews and gather all required case information.
• Collect, review, organize, and maintain legal and financial documentation.
• Maintain accurate client records within CRM and case management systems.
• Follow up with clients regarding missing documents, signatures, and required information.
• Handle inbound and outbound phone calls, emails, and text messages with professionalism and empathy.
• Accurately document all client conversations and case activity.
• Assist attorneys, paralegals, negotiators, and account managers with administrative and case support.
• Identify urgent legal matters and escal…
• Respond to customer service inquiries related to debt settlement and legal processes.
• Maintain confidentiality of all client information.
• Manage multiple cases simultaneously while meeting quality and productivity expectations.
• Learn and effectively utilize multiple software platforms and internal systems.

What Success Looks Like

• Complete accurate and timely client intakes.
• Maintain organized and detailed case records.
• Follow up promptly on outstanding client documentation.
• Provide exceptional customer service during every client interaction.
• Meet quality assurance and productivity expectations.
• Effectively communicate with attorneys, negotiators, and internal departments.
• Handle sensitive client situations with professionalism and empathy.
• Help clients navigate the debt settlement process with confidence and care.

What We Offer

• Stable, full-time employment with a growing U.S.-based company.
• Competitive compensation and benefits through Cloudstaff.
• Comprehensive training and ongoing professional development.
• Opportunities for career advancement and internal promotion.
• Collaborative and supportive team environment.
• Long-term career growth within an expanding organization.

Requirements

• RequiredMinimum of2 years of experiencein customer service, legal intake, client support, collections, financial services, or a related field.
• Previous experience working in one or more of the following:Law firm, Legal services provider, Debt settlement company, Collections agency, Financial institution, Consumer finance company, Business Process Outsourcing (BPO) supporting U.S. clients.
• Excellent written and verbal English communication skills with the ability to communicate confidently and professionally with U.S. clients.
• Strong phone etiquette and customer service skills.
• Comfortable handling a high volume of inbound and outbound client communications.
• Ability to accurately document conversations while speaking with clients.
• Highly organized with exceptional attention to detail.
• Strong time management and multitasking skills.
• Proficient with Microsoft Outlook, Word, and Excel.
• Comfortable learning CRM platforms, case management systems, and other business software.
• Ability to work full-time in the Cloudstaff office during U.S. business hours (8:00 AM – 5:00 PM PST).

Preferred Qualifications

• Experience as a Paralegal or Legal Assistant.
• Legal intake or case management experience.
• Experience working in debt settlement, consumer finance, bankruptcy, collections, or civil litigation.
• Experience using CRM platforms such as Salesforce, HubSpot, Zoho, or similar systems.
• Experience supporting U.S.-based clients.

Key Competencies

• Exceptional Customer Service
• Professional Verbal and Written Communication
• Client Intake and Case Management
• Legal and Financial Documentation
• Critical Thinking and Problem Solving
• Attention to Detail
• Time Management and Organization
• Multitasking
• Confidentiality and Professionalism
• Team Collaboration
• Adaptability in a Fast-Paced Environment
• Empathy and Compassion