Bilingual (English/Spanish) Intake/Client Relations Representative

Full job description

The Driscoll Firm is looking for experienced, bilingual Customer Case Associates to work in our busy office in downtown Raleigh in assisting clients.

Responsibilities

• Conduct initial interviews with prospective clients to gather essential information.
• Assess the client's legal needs and determine if their issue falls within the organization's scope of services.
• Collect and verify client information, including personal details, case history, and relevant documents.
• Ensure that all required forms are completed accurately.
• Analyze the information provided to identify the appropriate legal resources or referral options.
• Maintain clear and professional communication with clients throughout the intake process.
• Provide clients with information about their case, available services, and the next steps in their case.
• Enter client information and case details into the organization’s database or case management system.
• Ensure that all records are accurate, up-to-date, and confidential.
• Work closely with attorneys, paralegals, and other legal professionals to ensure smooth case transitions.
• Provide relevant information and updates about client cases to the legal team.
• Adhere to legal and ethical standards regarding client confidentiality and data protection.
• Ensure compliance with organizational policies and legal regulations.
• Address and resolve any issues or concerns that clients may have during the intake process.
• Provide support and assistance in overcoming obstacles or misunderstandings.
• Stay informed about changes in relevant case statuses and procedures to provide accurate and up-to-date information.
• Participate in ongoing training and professional development to enhance skills and knowledge.

Qualifications:

• Excellent verbal and written communication skills.
• Experience with cold lead sales REQUIRED.
• Excellent organizational skills and interpersonal skills
• Extended ability to use PC and widely used software packages (Excel, MS Word, PowerPoint, Neos)
• Ability to meet deadlines; accomplish work in order of priority.
• MUST be Bilingual - English/Spanish
• Experience using VOIP

We’re looking for people who are passionate about taking care of others – If that’s you, we’d love to speak with you!

This Role:

The Client Relations Representative will handle inquiries from our clients via phone, email, chat, and social media channels.

You are:

• A strong communicator - able to clearly articulate information in English verbally and in writing.
• A great listener – able to listen for our clients needs and use probing questions to understand how you can best help.
• Detail oriented and thorough because you want to make sure that customers are handled well and on the first contact.
• A problem solver – you’re willing to go find the answer to a client’s question and you are happy to help share information you’ve learned with other teammates.
• Able to learn new processes quickly and able to work multiple systems simultaneously.
• Reliable – our clients rely on us and you are the human brand of the Firm
• Able to multi-task and can at times handle a high volume of work
• Able to provide high quality personalized service. Maybe you have worked in other contact centers or you’ve worked in other client service industries.

Job Type: Full-time

Pay: $35,000.00 - $37,500.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Shift:

• Day shift
• Evening shift

Experience:

• Call Center/Customer Service: 2 years (Required)
• Law Firm: 1 year (Required)

Ability to Commute:

• Raleigh, NC 27601 (Required)

Work Location: In person

Salary : $35,000 - $37,500