Empathetic Legal Intake Specialist | Client Onboarding

Cowen | Rodriguez | Peacock; San Antonio (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Cowen Law Care & Truck Accident Lawyers is seeking an Intake Specialist to be the first point of contact for prospective clients. You will gather critical case information, conduct initial interviews, and guide qualified leads through the intake process with empathy and professionalism.

The role requires excellent communication, strong organization, and the ability to manage a high volume of inquiries while maintaining client confidentiality and delivering an outstanding client experience.

Qualifications

• 1–3 years of experience in legal intake, personal injury, law firm administration, healthcare intake or related client-facing role.
• Excellent verbal and written communication skills.
• Strong interpersonal and active-listening abilities.
• Ability to communicate compassionately with individuals under stress due to injuries or financial hardship.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize in a fast-paced environment.
• Comfortable handling a high volume of calls and inquiries.
• Proficiency with CRM, case management, Microsoft Office, Google Workspace; experience with Lead Docket and Filevine is helpful.
• Ability to learn and follow firm-specific intake procedures and qualification criteria.
• Bilingual English/Spanish is preferred.

Responsibilities

• Respond promptly and professionally to inbound calls, website inquiries, emails, and other prospective client leads.
• Conduct comprehensive intake interviews to gather information about accidents, injuries, medical treatment, insurance, damages, and liability.
• Build rapport with prospective clients and establish trust through empathy and professionalism.
• Document all relevant client and case information in the firm’s case management/CRM system.
• Screen potential personal injury cases based on firm criteria.
• Identify time-sensitive matters such as statutes of limitations and urgent needs, and escalate appropriately.
• Schedule consultations with attorneys or team members.
• Follow up with prospective clients until intake is complete.
• Maintain accurate intake records and obtain all required information and documentation.
• Coordinate with attorneys, paralegals, and staff to ensure smooth transition from intake to representation.
• Maintain confidentiality of sensitive information.
• Provide general information about intake and consultation processes without giving legal advice.
• Meet or exceed intake, follow-up, conversion, responsiveness, and quality standards.
• Maintain professionalism and client-focused approach in every interaction.
• Perform other administrative and client-service duties as assigned.

Skills

Verbal communication

Written communication

Interpersonal skills

Active listening

Multitasking

Prioritization

CRM familiarity

Microsoft Office

Google Workspace

Lead Docket

Filevine

Bilingual English/Spanish

Tools

CRM systems

Microsoft Office

Google Workspace

Lead Docket

Filevine

Job description

Cowen Law Care & Truck Accident Lawyers is seeking an Intake Specialist to be the first point of contact for prospective clients. You will gather critical case information, conduct initial interviews, and guide qualified leads through the intake process with empathy and professionalism.

The role requires excellent communication, strong organization, and the ability to manage a high volume of inquiries while maintaining client confidentiality and delivering an outstanding client experience.