BZ-Bilingual Intake Specialist

CustomerHD; Chicago (IL); On-site; USD 30,000 - 45,000; Full time

Benefits offered by this job

Paid training

Daily training bonuses

Complimentary meals

Recognition programs

Vacation & sick leave benefits

Job summary

CustomerHD is looking for a Bilingual Consultation Specialist Agent to work in their Belize office. The role requires handling inbound leads with compassion and efficiency, ensuring clients receive proper support post-accidents.

The ideal candidate will have strong communication skills, a high school diploma, and preferably experience in a customer service or legal environment. Benefits include paid training and recognition programs.

Qualifications

• High school diploma or equivalent is required.
• Paralegal certificate or legal studies background preferred.
• 1-2+ years in customer service, sales, or call center environment.

Responsibilities

• Respond to inbound leads within 3 minutes.
• Conduct empathetic conversations with potential clients.
• Evaluate potential cases for viability and eligibility.

Skills

Exceptional verbal communication

Bilingual (Spanish/English)

Strong active listening skills

Empathy skills

Data entry accuracy

Multitasking in fast-paced environments

Education

High school diploma or equivalent

Paralegal certificate or legal studies background

Tools

CRM or case management systems

Job description

Position: BZ-BILINGUAL CONSULTATION SPECIALIST AGENT

Location: 160 Newtown Barracks Road

2nd Church Street

Belize City, Belize

Job Id: 736

# of Openings: 1

Working Location: In Office

Office Location: Belize City: 160 Newtown Barracks Road

Channels: Phone calls, Emails, and Social media

Start Date: June 18th, 2026

About the Role:

The Consultation Specialist serves as the first point of contact between prospective clients and the firm and plays a critical role in converting qualified leads into retained cases. This fast‑paced, high‑volume position requires exceptional communication skills, strong attention to detail, and the ability to engage empathetically with individuals who have recently experienced traumatic accidents or injuries.

The ideal candidate balances compassion with efficiency while ensuring strict adherence to case qualification standards and firm protocols.

Key Responsibilities:

• Respond to inbound leads within 3 minutes across phone, web forms, chat, and text.
• Conduct empathetic, professional conversations with potential clients in vulnerable situations.
• Build immediate rapport and trust to establish the firm as the client’s advocate.
• Handle high call volumes while maintaining quality and consistency.
• Follow up on missed calls, voicemails, and incomplete inquiries.
• Address objections and concerns about hiring legal representation.
• Assess case viability, potential value, and urgency.
• Identify case types (e.g., motor vehicle accidents, slip and falls, wrongful death, etc.).
• Evaluate liability factors, jurisdiction, and insurance coverage.
• Screen for conflicts of interest and eligibility criteria.
• Determine if cases meet firm acceptance standards.
• Disqualify or refer cases that do not meet firm requirements.
• Clearly present the firm’s value proposition.
• Explain the legal process in simple, client‑friendly language.
• Address fee structures and client expectations transparently.
• Secure verbal commitment and initiate retainer process.
• Send and follow up on retainer agreements and required documents.
• Collect and document full accident and injury details.
• Record all involved parties, witnesses, and insurance information.
• Capture medical treatment history and provider details.
• Maintain accurate CRM records and case notes.
• Ensure proper lead source tracking for reporting and ROI analysis.
• Monitor case progression through intake stages.
• Flag urgent or statute‑sensitive cases.
• Serve as primary contact during intake and early case stages.
• Provide guidance on legal process and expectations.
• Offer reassurance and emotional support to clients.
• Respond promptly to client questions and concerns.
• Coordinate with internal teams to resolve client issues.
• De‑escalate difficult or emotional interactions professionally.
• Follow all applicable legal and ethical standards for client intake.
• Maintain confidentiality in accordance with firm policies.
• Adhere strictly to intake scripts, procedures, and compliance guidelines.
• Ensure accurate and complete documentation of all interactions.
• Participate in quality assurance reviews and ongoing training.
• Report any ethical or compliance concerns immediately.

Required Qualifications:

Education

• High school diploma or equivalent (required).
• Paralegal certificate or legal studies background strongly preferred.

Experience

• 1–2+ years in customer service, sales, or call center environment.
• Prior experience in a personal injury law firm strongly preferred.
• Experience handling high‑volume inbound/outbound calls preferred.
• CRM or case management system experience preferred.
• Exceptional verbal and written communication skills.
• Strong active listening and empathy skills.
• Ability to explain complex legal concepts in simple terms.
• High level of professionalism and phone etiquette.
• Strong organizational and data entry accuracy.
• Ability to multitask in a fast‑paced environment.
• Bilingual (Spanish/English) highly preferred or required.
• Fast‑paced, high‑volume intake environment experience.
• Requires urgency, accuracy, and emotional intelligence.
• Team‑oriented with performance‑driven expectations.

Benefits:

• Paid on time, every time.
• Full hourly rate paid training.
• Daily training cash bonus for the first week.
• Taxi services provided for the first week and during off‑hours (shifts starting at or before 7:00 AM, or ending at or after 8:00 PM).
• Complimentary meal on your first day.
• Foosball tables and games in office.
• Casual dress code.
• Recognition program offering dotbox donuts, CHD swag, food and grocery vouchers, phone top‑up cards, and more.
• Employee of the month, quarter, and year awards with bonuses.
• Vacation & sick leave benefits.
• Company swag provided.
• Volunteer opportunities.