Intake Specialist I

Broughton Partners; Savannah (GA); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Broughton Partners seeks an Intake Specialist to be the first point of contact for potential claimants. In a call-center environment, you will assess eligibility, provide information, and guide callers through the documents needed to secure representation in mass tort cases.

Ideal candidates demonstrate exceptional communication, listening skills, and the ability to handle distressing topics with empathy and confidentiality; English and Spanish fluency is a plus.

Qualifications

• Education: High school diploma, GED, or equivalent.
• 0 years of experience required; customer service experience preferred.
• HIPAA certification preferred.
• Fluency in English and Spanish a plus.

Responsibilities

• Field inbound calls from prospective claimants and follow training scripts.
• Participate in ongoing training on processes and best practices.

Skills

Strong verbal and written comms

Active listening

Multitasking

Empathy in difficult conversations

Emotional maturity

Spanish bilingual (plus)

Education

High school diploma or GED

Job description

Job Details

Job Location: Savannah, GA 31405

The Intake Specialist is the heart of Broughton Partners and is the potential claimants' first point of contact with our company. Our Intake Specialists will determine if the people calling in have a valid legal claim, answer their questions, and take the time to explain the documents they'll need to sign to secure representation by a litigating law firm that is right for them. This is a call center environment, which means that at times, there will be a high volume of calls that you'll be expected to handle. As our company primarily deals with mass tort cases involving personal injury, many of the people the Intake Specialists interact with may be distressed or have a traumatic history. Being empathetic and patient is crucial to the success of our specialists.

What's the role like and who's a good fit:

Intake Specialists are the heart of Broughton Partners as they're the potential claimants first point of contact with our company. The goal of the Intake Specialist is to (a) determine if the people calling in have a valid legal claim (b) and answering their questions to help determine if signing a legal retainer to be represented by a litigating law firm is right for them. As our company deals primarily with mass tort cases, many of the people you interact with in this role may be distressed and being empathetic and patient is crucial to success.

Main Responsibilities of an Intake Specialist:

90% Fielding inbound calls

The vast majority of the time working as a Intake Specialist is spent fielding inbound calls from potential claimants who have opted in to be contacted either by calling us directly after seeing an ad or by completing a web form to be contacted. There are no cold calls made to potential claimants who have not opted in previously. You'll be provided with training on detailed scripts, Formsite surveys to determine eligibility, and Salesforce to manage calls efficiently.

10% Ongoing training on process and best practices

We conduct training sessions frequently as new torts emerge and we identify best practices. We also want to hear your feedback and areas you think we can improve so we can address them.

Must-Haves:

• Strong verbal and written communication skills
• Strong active listening skills
• Ability to multitask
• Comfortable having conversations on difficult subjects
• High level of emotional maturity
• Fluency in both English and Spanish is a plus

Minimum Position Requirements:

Education: High school diploma, GED, or equivalent educational certification required.

Work Experience: 0 years of experience required, customer service experience preferred.

Licenses or Certification: HIPAA certification preferred.

Skills Required:

• Strong verbal and written communication skills
• Strong active listening skills
• Ability to multitask
• Comfortable having conversations on difficult subjects
• High level of emotional maturity
• Ability to maintain confidentiality when handling sensitive information