Intake Specialist I - Spanish Bilingual (Legal Fund)

Job Title: Intake Specialist I

Department: Intake

Reports To: Intake Supervisor

FLSA Status: Local 1101 - Non-Exempt

Salary Range: Established by contract

Summary: The 32BJ Legal Services Fund provides legal advice and representation to eligible 32BJ members and their dependents. Under the supervision of the Intake Supervisor, the Intake Specialist I will work as a benefit representative for the Legal Services Fund, verifying member eligibility, determining coverage and, among other tasks, opening matters.

Essential Duties and Responsibilities:

• This role involves providing exceptional customer service, answering legal inquiries, and assisting in the overall functioning of the Legal Service Fund’s operations.
• Professionally handle phone calls, emails and in-person intakes, addressing client inquiries, legal concerns, and appointment scheduling.
• Excellent interpersonal, written, and oral communication skills.
• Ability to effectively manage multiple priorities and adapt to change within a fast-paced call center environment.
• Conduct preliminary assessment of the legal matter, review relevant documents and determine coverage as directed by the Legal Summary Plan Description.
• Schedule appointments/referrals, and follow-up with related documentation to completion.
• Recognize and prioritize critical issues concerning court dates, deadlines and potential conflicts.
• Handle each inquiry in a confidential manner.
• Effectively communicate with stakeholders.
• Maintain professional appearance and demeanor.
• Perform any other relevant work or duties as necessary or assigned.

Technical Skills

• Ability to organize, prioritize work and meet deadlines.
• A demonstrated capability to effectively use multiple software programs simultaneously.
• Strong analytical, problem solving, decision-making skills, and attention to detail.
• Excellent organizational and prioritizing skills.

Qualifications:

• Bilingual in English and Spanish required.
• BA required.
• Previous experience in customer service or call centers is preferred.
• Excellent communication skills, both verbal and written, in English and Spanish.
• Ability to analyze customer needs and provide appropriate solutions.
• Strong problem-solving and time management skills.
• Ability to work in a fast-paced environment with tight deadlines.
• Exceptional attention to detail.
• Proficient in using computer systems and software applications.
• Call center experience a plus.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.