Client Intake Specialist

Resolv Global; Raleigh (NC); Remote; USD 37,250,000 - 49,594,000; Full time

Job summary

Resolv Global is hiring a Client Intake Specialist to support individuals seeking professional help in serious situations. This fully remote US role emphasizes listening, empathy, and guiding clients through the intake journey with accuracy and care.

You will verify information, schedule consultations, document in the CRM, and escalate sensitive issues per procedures. A quiet workspace and reliable internet are required for success.

Qualifications

• At least 1 year of customer service experience in a phone-based or client-facing position.
• Experience handling both inbound and outbound calls.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Demonstrated empathy and emotional intelligence.
• Ability to follow strict compliance guidelines.
• Typing at least 35 words per minute accurately.
• Comfortable working across multiple applications and windows while documenting information.
• Reliability and punctuality, especially during the first 90 days.

Responsibilities

• Handle inbound and outbound calls with clients.
• Verify client information accurately.
• Explain the intake process, client journey, and next steps.
• Schedule consultations and appointments.
• Document interactions in the CRM.
• Escalate complaints and sensitive situations per procedures.
• Follow established processes and compliance requirements.

Skills

Customer service

Phone support

Active listening

Empathy

Communication

Attention to detail

Compliance

Typing 35 wpm

Multitasking

CRM documentation

Job description

Make the first conversation count.

We are hiring Client Intake Specialists to join a growing remote team supporting individuals who are seeking professional assistance during serious and often stressful situations.

This high-touch, phone-based customer service role lets you listen, communicate clearly, show empathy, and guide people through the next steps, making a real difference.

You will be one of the first people clients speak with, so we're looking for someone who can build trust quickly, remain calm under pressure, and handle emotionally charged conversations with professionalism and compassion.

What You'll Do

• Handle inbound and outbound calls with new and existing clients
• Verify client information accurately
• Explain the intake process, client journey, and expected next steps
• Schedule consultations and appointments
• Follow up with clients who have completed enrollment but have not yet connected with the appropriate team
• Assist clients who have not completed the enrollment process
• Listen to client concerns and objections and respond with empathy
• De-escalate challenging conversations while maintaining professionalism
• Educate clients on the process and next steps without providing professional or legal advice
• Accurately document every interaction in the CRM
• Help clients obtain required documents and records when needed
• Escalate complaints and sensitive situations according to established procedures
• Follow established processes, procedures, and compliance requirements

Work From Home

This is a fully remote US position, and company equipment will be provided. We do still require that you have the following:

• A quiet, distraction-free workspace
• Reliable, wired Ethernet internet
• A reliable power backup solution
• Wired USB headset
• 2 additional monitors

Compensation & Hiring Requirements

• $13 USD/hour
• Paid weekly in arrears
• Full-time | 40 hours/week
• Work from home | United States
• A background check is required as part of the hiring process.

The Right Person for This Role

The best fit will be someone who can make a client feel heard without losing control of the conversation.

You know how to stay calm when someone is frustrated. You can explain a process clearly without overpromising. You listen before responding. You understand that accuracy and compliance matter just as much as customer service.

Most importantly, you can help people feel that they are in capable hands.

What We're Looking For

We're looking for someone confident on the phone and who genuinely understands how to work with people.

Required

• At least 1 year of customer service experience in a phone-based or client-facing position
• Experience handling both inbound and outbound calls
• Excellent verbal and written communication skills
• Strong listening and problem-solving abilities
• Demonstrated empathy and emotional intelligence
• Ability to handle emotionally charged conversations professionally
• Strong attention to detail
• Ability to follow strict compliance guidelines
• Ability to type at least 35 words per minute accurately
• Comfortable working across multiple applications and windows while speaking with clients and documenting information
• Ability to work effectively in a fast-paced environment
• Reliable attendance and availability, particularly during the first 90 days

Your Background Could Include

Experience in any of the following can be particularly valuable:

• Call center customer service
• Client intake
• Legal services
• Financial services
• Case management
• High-volume customer support
• Appointment scheduling
• Customer retention or client follow-up