Bilingual Call Center Agent - Legal Intake

Journeyfront; Monterrey; Presencial; MXN 167.000 - 246.000; Jornada completa

Descripción de la vacante

Journeyfront in Monterrey, Mexico is seeking a Bilingual Call Center Agent for Legal Intake to screen inbound and outbound legal leads and evaluate case viability. You will convert qualified leads into signed clients with empathy and professionalism, using firm scripts and CRM systems.

The role requires high English proficiency (C1+) with a neutral US accent, fluent Spanish, and experience in legal intake or CRM-driven environments.

Formación

• Advanced English fluency (C1 or higher) with neutral US accent.
• Spanish language proficiency required.
• Experience in legal intake, contact center operations, lead conversion, or customer service.
• Empathy, compassion, and professionalism in handling sensitive client situations.

Responsabilidades

• Answer inbound calls and place outbound calls with excellent customer service and professionalism.
• Conduct unbiased screening to evaluate potential client eligibility.
• Assess case viability during intake screening.
• Record case details accurately in the CRM using firm scripts and business rules.
• Convert potential leads into signed clients through effective communication.
• Assist in locating missing or unreachable clients as assigned by management.
• Manage overflow calls and execute intake workflows as part of the team.
• Perform special projects and other duties as assigned by leadership.

Conocimientos

English fluency

Spanish language

Legal intake experience

Customer service

Communication skills

Time management

Multitasking

Herramientas

Microsoft Office

Adobe applications

Litify

Salesforce

Zoom Phone

Descripción del empleo

Bilingual Call Center Agent - Legal Intake

Schedule: Monday through Friday, 6:00 AM to 8:00 PM Pacific Time window (Rotational shifts covering 8 hours per day)

Position Summary

The Bilingual Legal Intake Specialist works directly within intake operations to screen inbound and outbound legal leads and evaluate case viability. Serving as a seamless extension of the legal intake team, this role identifies qualified Personal Injury, Employment Law, and Workers Compensation legal matters and converts potential leads into signed clients through professional, empathetic, and effective communication.

Responsibilities

• Answer inbound phone calls and place outbound calls with stellar customer service, professionalism, enthusiasm, and compassion.
• Perform unbiased screening on phone calls to evaluate potential client eligibility.
• Assess and determine case viability during the client intake screening process.
• Utilize firm scripts, business rules, and CRM systems to record case details accurately.
• Turn potential leads into signed clients through effective communication and lead conversion skills.
• Assist in locating missing or unreachable clients as assigned by management.
• Manage overflow calls and execute intake workflows as a seamless extension of the legal intake team.
• Execute special projects and additional duties as assigned by leadership.

Requirements

• Advanced C1 or higher English fluency, written and spoken, with a neutral accent for US audiences.
• Proficiency in Spanish language skills.
• Experience in legal intake, contact center operations, lead conversion, or customer service.
• Ability to demonstrate empathy, compassion, and professionalism when handling sensitive client situations.
• Excellent verbal and written interpersonal communication skills.
• Strong attention to detail, active listening, time management, and multitasking skills.
• Ability to maintain composure and professionalism in a fast-paced environment under pressure.
• Proficiency in Microsoft Office Suite including Word, Excel, and Outlook, as well as Adobe applications.
• Ability to work effectively both independently and as part of a team.
• Ability to work onsite in Monterrey, Mexico.

Nice to Have

• Familiarity with Personal Injury, Employment Law, or Workers Compensation legal matters.
• Experience with CRM software such as Litify or Salesforce.
• Experience with VoIP systems such as Zoom Phone.

What Success Looks Like

• Screening inbound and outbound leads accurately to identify viable legal claims.
• Converting qualified potential leads into signed clients efficiently.
• Recording precise case details and notes within CRM systems in alignment with firm protocols.
• Maintaining high standards of customer service, empathy, and composure during client interactions.
• Meeting schedule adherence and operational intake responsiveness across assigned rotational shifts.