Remote Bilingual Intake Specialist — English/Spanish

Job Duck LLC; United States; Remote; USD 13,000 - 14,000; Full time

Job summary

Job Duck LLC is seeking a compassionate bilingual Intake Specialist to connect community members with qualified attorneys. You will conduct high-volume intake in English and Spanish, evaluate legal service needs, coordinate referrals, and guide clients through consultations with clear, reassuring language.

The role emphasizes accuracy, timely follow-up, and a professional client experience. Working remotely, you will help individuals understand their options while ensuring records are complete

Qualifications

• Bilingually fluent in English and Spanish, with complete intake in both languages.
• Experience in legal intake or high-volume service environments.
• Ability to handle 20+ calls per day with accuracy and professionalism.
• Familiarity with legal terminology in both languages.
• Available to work 8:00 AM–5:00 PM Pacific Time, Monday–Friday.

Responsibilities

• Conduct high volume intake via phone and web.
• Evaluate legal service needs, coordinate referrals, and guide clients through the consultation process.
• Translate complex legal terminology into plain language for clients.
• Review call recordings to identify opportunities for improving intake quality and client experience.
• Track metrics including call volume, referral rates, declined referrals, reassigned matters, and follow-up completion.
• Maintain records with referral partners and legal service organizations.
• Review Spanish translations of website content and client materials for clarity and accuracy.
• Recommend improvements to intake, referral, and follow-up procedures.
• Assist with preparation of recurring reports.
• Screen clients for financial eligibility for reduced-fee and pro bono programs.
• Record successful referrals, reassignments, and follow-up activity in the case management system.
• Send referral confirmations to clients and attorneys and verify receipt when appropriate.
• Determine whether a matter may be referred to a panel attorney.
• Conduct complete client intake in English and Spanish, including intake for clients who communicate exclusively in Spanish.
• Schedule paid consultations and process related payments accurately.
• Ask focused questions to identify caller’s legal concern, practice area, deadlines, and court information.
• Direct callers to government agencies or legal service providers when attorney referral is unavailable.
• Explain the consultation process, applicable fees, and next steps without providing legal advice.
• Review and respond to online referral requests within established timeframes.
• Keep clients informed of referral reassignments and follow up until consultations are confirmed.
• Monitor self-referral bookings and reassign declined referrals within one business day.
• Answer calls from the legal referral queue promptly and professionally (20+ calls/day).
• Contact attorneys’ offices to place eligible cases and share relevant facts and dates.
• Obtain missing information and complete screening process.
• Maintain accurate and detailed records for intake, referrals, payments, and follow-up.
• Support monthly registration activities for legal access clinics.

Skills

Bilingual English/Spanish

High-volume call handling

Legal intake experience

Client services

Tools

Qase

GoTo Connect

Microsoft Teams

Microsoft 365 (Outlook/Teams)

Job description

Job Duck LLC is seeking a compassionate bilingual Intake Specialist to connect community members with qualified attorneys. You will conduct high-volume intake in English and Spanish, evaluate legal service needs, coordinate referrals, and guide clients through consultations with clear, reassuring language.

The role emphasizes accuracy, timely follow-up, and a professional client experience. Working remotely, you will help individuals understand their options while ensuring records are complete