Intake Specialist I

Job Details

Who we are:

Broughton Partners is a technology-first legal marketing company. Our mission is to end corporate negligence by providing law firms with mass tort case generation solutions built on efficiency, data science, and transparency. This role is part of the Intake Operations department and reports to Intake Pod Managers.

 
What’s the role like and who’s a good fit:
Intake Specialists are the heart of Broughton Partners as they’re the potential claimants first point of contact with our company. The goal of the Intake Specialist is to (a) determine if the people calling in have a valid legal claim (b) and answering their questions to help determine if signing a legal retainer to be represented by a litigating law firm is right for them. As our company deals primarily with mass tort cases, many of the people you interact with in this role may be distressed and being empathetic and patient is crucial to success.

Main Responsibilities of an Intake Specialist: 

90% Fielding inbound calls

The vast majority of the time working as an Intake Specialist is spent fielding inbound calls from potential claimants who have opted in to be contacted either by calling us directly after seeing an ad or by completing a web form to be contacted. There are no cold calls made; potential claimants have to have opted in previously. You’ll be provided with training on detailed scripts, Formsite surveys to determine eligibility, and Salesforce to manage calls efficiently. 

10% Ongoing training on process and best practices
We conduct training sessions frequently as new torts emerge, and we identify best practices. We also want to hear your feedback and areas you think we can improve so we can address them. We believe in transparency and share regular town halls.

Must-Haves:

• Highly reliable and able to follow processes carefully.
• Excellent verbal and written communication skills.
• Emotional intelligence skills and conflict resolution skills.
• Ability to work with G Suite and be generally tech-savvy to manage complex tasks between several software tools.
• Outgoing and comfortable interacting with people for long periods of time.
• Fluency in both English and Spanish is a plus.
• Comfort in handling difficult conversations on sensitive subjects such as physical and sexual assault, death, suicide, and life-altering medical diagnoses.