Intake Specialist (Spanish / English) - Personal Injury (Inbound)

Washington Auto Law; Washington; Hybrid; MXN 240,000 - 360,000; Full time

Job summary

Washington Auto Law is seeking a full-time Legal Intake Specialist to manage the lead process from initial contact to client onboarding, handling data entry and scheduling in a fast-paced, collaborative team. You will conduct bilingual intake in English and Spanish, gather case details, coordinate with attorneys, and maintain accurate records while upholding confidentiality and professionalism.

Training is provided, and prior customer service or sales experience is valued.

Qualifications

• Bilingual English/Spanish required; fluent intake in both languages.
• High school diploma or equivalent; higher degree preferred.
• 1–2 years experience in insurance or legal industry is a plus.
• Strong computer skills, including MS Office and internet usage.

Responsibilities

• Handle incoming prospective client calls and guide intake to sign qualified cases.
• Enter details into the lead management system accurately.
• Coordinate with attorneys on case acceptance and record sources of calls.
• Perform case-related admin duties and manage multi-line phone system.
• Open new client files and ensure accurate, compliant documentation.
• Set appointments and collaborate with marketing to generate new cases.
• Maintain thorough, confidential client records and support continuous improvement.

Skills

Bilingual English/Spanish

Customer service

Sales experience

Strong computer skills

Organizational skills

Multitasking

Empathy

Independent worker

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

LeadDocket

VineSign

Filevine

Microsoft Office

Job description

Intake Specialist Job Description

At Washington Auto Law, we are dedicated to making a difference. Our mission is to provide exceptional service to our clients, ensuring they receive the justice and support they deserve. Every team member plays a vital role in achieving this mission by fostering a client-focused, efficient, and collaborative environment.

Our rapidly growing law practice seeks a full-time legal intake specialist to join our team. You’ll survey prospective clients, empathize with them about the details of their cases, manage new client onboarding and data entry, and help our lawyers book and manage their appointments. We’ll provide the training and resources to help you flourish in your role on a tight-knit, supportive, and passionate legal team. If you have prior customer service experience, excellent communication and lead management skills, and a passion for helping others, apply today!

Job Title: Law Firm Intake Specialist

Location: Washington Auto Law | Fully Remote Position

Reports To: Intake Manager

Summary:

The Legal Intake Specialist plays a crucial role in the Intake Department, managing the entire lead process from initial contact to client sign-up for all incoming prospective clients with new case inquiries. This position is an excellent opportunity for a highly driven and enthusiastic candidate who shares our vision, passion, and dedication to serving all potential new clients quickly, efficiently, and professionally.

Duties/Responsibilities:

• Answer all incoming potential client (PNC) calls as soon as possible, actively guide them through the intake process with the goal of signing qualified cases, ensuring every viable accident victim becomes a client of Washington Auto Law, and accurately enter details into the lead management system.
• Gather details regarding facts, injuries/damages, liability, and insurance coverage to determine the veracity of potential cases.
• Communicate with clients via phone, text, email, video conference, and in-person meetings to gather and follow up on case information and evidence.
• Communicate with attorneys about whether to accept a PNC's case promptly and record the source/origination of all calls received.
• Perform case-related administrative duties, such as organizing case files, scanning, filing, mailings, and managing a multi-line phone system.
• Process new client onboarding, establish client files through data entry and paperwork collection, and open all new cases promptly and accurately in case management software. Prepare accurate and error-free documents promptly and ensure all client interactions reflect the high standards and core values of Washington Auto Law.
• Build professional relationships with providers, clients, and teammates, maintaining professionalism and composure when interacting with all employees.
• Set appointments for potential clients that meet our criteria to keep our lawyers’ schedules organized and grow our caseload.
• Collaborate with marketing on outbound sales tactics and partnerships with other law firms to help bring in new cases.
• Evaluate prospective client inquiries and phone calls, analyze their case fit, and ensure they feel seen and heard.
• Assist in training new team members as required and participate in continuous improvement initiatives to enhance the intake process.
• Maintain thorough and accurate records in compliance with company policies and legal regulations, handling every matter confidentially.

Required Skills/Abilities:

• Bilingual English/Spanish required; must be able to conduct full intake conversations fluently in both languages.
• Exhibit a passion for helping the customers we serve.
• Previous experience in customer service or sales preferred.
• Personal injury experience is a plus, but not required; we train the right candidate.
• Strong computer skills, including proficiency with Microsoft Office products (Excel/Word/PowerPoint) and internet usage.
• Excellent customer service, communication, and organizational skills.
• Ability to prioritize workload and multitask in a fast-paced environment while maintaining attention to detail.
• Strong problem-solving skills and the ability to think critically.
• Ability to work independently and as part of a team.
• High level of empathy and understanding when dealing with clients in distress.
• Commitment to maintaining confidentiality and professional ethics.
• Adapt quickly to changing priorities and demands, maintaining a high level of productivity and accuracy.
• Foster a positive and collaborative work environment, contributing to the overall success of the team.
• Background in the legal or insurance industry preferred.
• Experience with LeadDocket, VineSign, and Filevine is a plus.
• Comprehensive training provided on Washington State personal injury law basics, Lead Docket CRM, Zoom phone system, and firm intake procedures.

Qualifications:

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Minimum of 1-2 years of experience in a related field (insurance or legal industry is a plus).
• Familiarity with managing client relationship software and lead management systems is a plus.

Working Conditions:

• This position may require sitting for long periods and working at a computer.
  
• This position requires processing a high volume of daily.
• Requires dedicated high-speed internet connection (minimum 25 Mbps).

Physical Requirements:

• Ability to perform repetitive tasks such as typing and phone use.
• Must be able to lift to 15 pounds at times.