As a New Client Specialist at NOVA Injury Law, you will be the first point of contact for new and potential clients, responsible for managing incoming leads, determining their viability, and guiding them through the initial stages of the intake process. You will work closely with the Team Lead to ensure seamless transitions for qualified leads and assist with various administrative tasks to support the intake process. Your role will be crucial in maintaining high standards of client care, improving internal processes, and ensuring timely follow-ups, all while working remotely.
TL;DR
- Position: New Client Specialist
- Primary Focus: Lead management, qualifying new leads, handling client communications, and ensuring smooth transitions for viable leads to the Team Lead.
- Key Skills: Strong communication, client management, time management, multitasking, and the ability to quickly assess lead viability.
- Growth Opportunity: Gain hands-on experience in legal intake while contributing to a fast-paced, remote environment.
The Roles and Responsibilities of this Position Are:
- Lead Generation & Qualification:
- Screen & Qualify Leads: Handle incoming calls, emails, and web inquiries, quickly assessing whether leads are viable and meet the firm’s case criteria.
- Determine Lead Viability: Ask targeted questions to determine the suitability of the lead for the firm’s services (e.g., injury type, case details, location).
- Pass Viable Leads to Team Lead: Forward qualified leads to the Team Lead for further review and to initiate the intake process.
- Track Lead Sources: Keep accurate records of where leads are coming from (e.g., referrals, online ads, website) for future analysis and marketing insights.
- Client Communication & Support:
- Initial Contact: Be the first point of contact for potential clients, answering questions, providing information about the firm's services, and gathering essential case details.
- Client Follow-Up: Ensure timely follow-ups with leads, answering their questions, reminding them about required documents, and confirming appointments.
- Provide Information: Educate prospective clients about the firm’s services, next steps, and how the legal process works, ensuring they understand what to expect.
- Document Collection & Organization:
- Gather Client Documentation: Request and collect relevant documentation from potential clients (e.g., accident reports, medical records, insurance details) to determine case viability.
- Organize & Upload: Ensure all collected documents are properly organized and uploaded into the firm’s case management system ( Lead Docket, Dropbox, etc.) for easy access by the Team Lead.
- Follow-Up on Documents: Proactively follow up with clients who have not submitted required documents to avoid delays in case processing.
- Scheduling & Appointment Coordination:
- Initial Consultation Scheduling: Schedule initial consultations and case reviews for qualified leads, confirming appointments and sending out reminders.
- Appointment Tracking: Keep track of scheduled appointments and manage changes or cancellations, ensuring the intake process flows smoothly.
- Client Experience & Satisfaction:
- Deliver Exceptional Service: Provide a high level of customer service to every lead, ensuring they feel valued and supported, even before they officially become clients.
- Set Expectations: Help clients understand the firm’s intake process, including what to expect next and how they will be supported by the legal team.
- Client Feedback: Gather feedback from clients regarding their experience during the intake process and relay it to the Team Lead to improve the process.
- Administrative & Reporting Support:
- Track Incoming Calls & Leads: Monitor and record all incoming calls and leads, ensuring that no inquiry is missed and that follow-ups are completed promptly.
- Lead Reporting: Maintain accurate records of lead status, and assist in reporting on lead conversion rates and other intake metrics to the Team Lead.
- Support Team Lead with Intake Tasks: Provide general administrative support to the Team Lead, such as assisting with follow-ups, updating client records, and handling scheduling issues.
- Process Improvement & Efficiency:
- Suggest Process Improvements: Identify inefficiencies within the intake process and suggest ideas for improvement, helping to streamline workflows for faster lead conversion.
- Technology Utilization: Use case management software, CRM tools, and other technologies to stay organized and ensure accurate tracking of leads and client information.
- Continuous Learning: Keep up with any changes to the firm’s intake process or software tools and adapt quickly to new technologies.
- Maintain Confidentiality & Ethical Standards:
- Protect Client Privacy: Handle all client information with confidentiality and integrity, adhering to legal and ethical standards to maintain trust and security.
- Compliance: Ensure compliance with data protection laws, confidentiality agreements, and internal processes for handling client data.
What You Already Know:
- Strong Communication Skills: You communicate clearly, confidently, and empathetically, especially when dealing with sensitive situations or first-time clients.
- Customer Service Experience: You have experience working in a client-facing or customer service role, where you handled inquiries, built rapport, and provided exceptional service.
- Basic Document Management: You’re familiar with organizing and maintaining documents, ensuring they’re processed correctly and stored in an organized manner.
- Multitasking & Time Management: You are highly organized and able to manage multiple tasks at once, prioritizing client needs while maintaining accuracy and timeliness.
- Tech-Savvy & Quick Learner: Comfortable using software like Google Workspace, Microsoft Office, and case management systems, with the ability to quickly adapt to new technologies.
- Confidentiality & Ethics: You understand the importance of confidentiality and are committed to maintaining privacy standards in handling client information.
What You Will Learn:
- Personal Injury Law & Legal Intake: Gain insight into personal injury law and the steps involved in qualifying and onboarding clients for legal cases.
- Case Management Systems: Learn to navigate case management tools (e.g., Lead Docket, Filevine) and CRM systems to manage leads, cases, and client communications.
- Best Practices in Lead Qualification: Develop your skills in qualifying leads, determining case viability, and passing on high-value leads for further intake action.
How Success is Measured:
- Lead Qualification & Conversion: Success will be measured by how effectively you qualify leads, ensuring that only viable leads are passed on to the Team Lead for further processing.
- Client Experience: Your ability to provide excellent service to potential clients will be evaluated based on feedback and the smoothness of their experience during intake.
- Efficiency in Document & Appointment Handling: The speed and accuracy with which you handle client documents and appointments will contribute to the overall success of the intake process.
- Lead Follow-Up & Tracking: Tracking and managing incoming leads, following up as necessary, and maintaining accurate records of all interactions will be key to your success.
About the Team
At NOVA Injury Law, we’re a dynamic team dedicated to providing the best legal representation and client care. Our firm values collaboration, innovation, and dedication to client success. As a New Client Specialist, you’ll work closely with the New Client Team Lead and other key members of our team to ensure the firm’s intake process runs smoothly, helping potential clients get the legal help they need.
If you’re a highly organized, tech-savvy professional with a passion for client care and administrative efficiency, we encourage you to apply. This remote position offers the opportunity to contribute meaningfully to the firm’s success while gaining hands-on experience in the legal field.
Job Types: Full-time, Permanent
Pay: From $40,000.00 per year
Benefits:
Education:
- Secondary School (preferred)
Experience:
- Customer service: 2 years (preferred)
Work Location: Hybrid remote in Halifax, NS
