Remote Client Intake Specialist - Empathetic, Calm Support

Resolv Global; Birmingham (AL); Remote; USD 37,250,000 - 43,091,000; Full time

Job summary

Resolv Global is seeking a Client Intake Specialist to welcome and guide clients through the intake process over the phone, delivering empathy and clarity in high-stress situations.

This fully remote US role requires strong communication, active listening, and meticulous documentation in the CRM, with a focus on accuracy, compliance, and fast, reliable service to clients seeking professional assistance.

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.
• Ability to type at least 35 words per minute accurately.
• Comfortable working across multiple applications and windows while speaking with clients and documenting information.
• Reliable attendance and availability, particularly during the first 90 days.

Responsibilities

• 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.

Skills

Customer service

Phone experience

Verbal communication

Written communication

Empathy

Active listening

Compliance

Typing 35 wpm

Multitasking

Reliability

Attention to detail

Job description

Resolv Global is seeking a Client Intake Specialist to welcome and guide clients through the intake process over the phone, delivering empathy and clarity in high-stress situations.

This fully remote US role requires strong communication, active listening, and meticulous documentation in the CRM, with a focus on accuracy, compliance, and fast, reliable service to clients seeking professional assistance.