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Client Intake Case Analyst

Dulth, GA 30096

Posted: 11/17/2023 Industry: Administrative Job Number: 48811

Job Description

alary Recommendation:

Base: $45,000
Commission: $20000 (split monthly; KPI: TBD eligibility 90 days after hire)

Job Summary:
The Intake Case Analyst plays a vital role in the initial intake and assessment process of clients. They are responsible for gathering essential information, answering inquiries, and ensuring a smooth transition into the Firm’s services. The Intake Case Analyst serves as the first point of contact, providing exceptional customer service and effectively managing incoming requests.  The role also requires the analyst to act as a liaison between the client and their attorney team until the client fully transitions to their assigned attorney team.  This role requires excellent communication skills, strong attention to detail, and the ability to handle sensitive and confidential information.

Core Competencies:
1. Client Intake: Receive and process incoming inquiries and requests for services, assessing the needs and determining the appropriate course of action.
2. Information Gathering: Conduct thorough interviews with clients to collect accurate and relevant information, including personal details, contact information, and specific case requirements and details.
3. Documentation: Complete and maintain accurate intake forms, applications, and related documentation, ensuring all required fields are properly filled and signed.
4. Database Management: Enter and update client information in the organization's database or case management system, ensuring data integrity and confidentiality.
5. Inquiry Resolution: Provide prompt and professional responses to inquiries, addressing questions, concerns, and providing appropriate information or directing inquiries to the relevant parties.
6. Screening and Qualification: Assess client qualification for a case based on predetermined criteria, making informed decisions, and referring ineligible clients to alternative resources or services.
7. Follow-Up: Maintain regular communication with clients to ensure a smooth transition into the organization's services.
8. Customer Service: Deliver exceptional customer service by actively listening to clients, empathizing with their concerns, and providing accurate information and guidance.
9. Confidentiality: Handle sensitive and confidential information with the utmost discretion and comply with legal and ethical standards related to data protection and privacy.
10. Administrative Support: Assist with general administrative tasks, such as scheduling appointments, reading reports or email correspondence as required.
11. Work collaboratively with legal professionals and staff to ensure smooth operations
12. Capable of dealing with a high amount of customer inquiries and preparing tasks accordingly
13. Leverage thought leadership to proactively connect the dots between client issues and insights we can share, as well as seek out meaningful ways to partner with clients to drive value beyond expectation

- Bachelor's degree in a relevant field or equivalent work experience.
- At least 5-7 years of sales or account management experience with a record of success
- Have solid understanding and use of Strategic Selling techniques
- Analytical mindset, with the ability to gather and interpret data, generate actionable insights, and make informed decisions
- Capable of managing multiple tasks and priorities in a dynamic work environment
- Knowledge of legal terminology and practices/being able to learn quickly
-Proficient in utilizing case management systems and other relevant software
- Strong attention to detail, ensuring accuracy and completeness in data collection and documentation.
- Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple inquiries simultaneously.
- Proficiency in using computer systems, databases, and standard office software.
- Knowledge of social services, community resources, or the organization's specific field is a plus.
- Ability to work independently with minimal supervision, while also being a team player.
- Strong problem-solving skills and the ability to make sound decisions based on established guidelines or procedures.
- Empathy, patience, and a genuine desire to help individuals in need.
- Ability to maintain composure in high-pressure situations and handle difficult or emotional interactions.
- Willingness to adhere to organizational policies, procedures, and ethical guidelines.

Note: This job description is a general overview and may be subject to modifications or additions as per organizational requirements.


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