This is a great opportunity to join a well-established firm with over two decades of experience in U.S. immigration law. The organization is recognized for its strong track record in successfully guiding clients through complex legal processes with a high level of success. You will be part of a diverse, multicultural team that values respect, collaboration, and empathy.
Company Profile:
Our client is a top immigration & federal practice firm based in the US. They provide legal services supporting individuals, families, and businesses with matters such as visas, green cards, citizenship applications, and divorce proceedings. Our client is dedicated to helping families and businesses navigate the complexities of U.S. immigration law.
Duties and Responsibilities:
The Intake Specialist is a primary first point of contact for prospective clients. This is a telephone-intensive, client-facing role focused on communication, urgency recognition, consultation conversion, follow-up, accurate CRM records, and smooth onboarding. It is not a paralegal or immigration form-preparation position.
- Answer and return prospective-client calls promptly, professionally, and confidently.
- Gather essential intake information and recognize matters that require urgent escalation.
- Explain company consultation process and convert qualified leads to paid consultations.
- Handle common objections regarding consultation fees, scheduling, and attorney access.
- Schedule consultations and ensure confirmations and instructions are sent.
- Persistently follow up with open leads and maintain clear next actions.
- Maintain accurate CRM notes, statuses, contact attempts, and pipeline stages.
- Assist retained clients through approved onboarding steps, including engagement documents, payment steps, questionnaires, and initial document requests.
- Ensure a clean handoff to the appropriate company team member.
- Follow company scripts and escalation rules without giving legal advice.
Requirements
- Excellent telephone presence: warm, confident, concise, and able to control a conversation.
- Comfortable with distressed, frustrated, or demanding callers.
- Persuasive without being aggressive; comfortable discussing paid consultations.
- Persistent, organized, accurate, and accountable with follow-up.
- Mature and emotionally steady in a high-volume environment.
- Able to recognize urgency and escalate rather than attempt to solve legal issues.
- Prior U.S. immigration law-firm exposure is strongly preferred, but deep case-processing expertise is not required.
Job type: Permanent
Emp type: Full-time
Schedule: Monday - Friday, 9:00 AM to 5:00 PM EST (includes 45-minute lunch break)
Location: Work-from-home
Industry: Legal Services
Expertise: Immigration Intake Specialist