Client Intake Specialist

JOB REQUIREMENTS

This role requires a mature, empathetic and strong communicator. The fundamental purpose of this role is

to call back potential clients that have reached out due to institutional sexual abuse complaints.

Understandably the individual requires the ability to open the conversation and set up an meeting in an

efficient and empathetic way without allowing the conversation to extend to advising or engaging in any

accounting of the abuse. This requires a fine line of action to introduce the purpose of the call, sensitivity to

know how to close the call through setting up a meeting with one of the Koffels experts.

JOB DETAIL

We are looking for a Client Intake Specialist to join our team and oversee the follow-up process for our

leads. The team member will be responsible for contacting leads through phone calls, utilising our CRM

system for efficient lead management.

Key Responsibilities:

1. Lead Follow-up: Call each lead within 24 hours of receiving it, with the goal of making initial contact.

2. CRM Management: Access and utilize the client's CRM system to record notes for each call and update lead statuses accordingly.

3. Communication and Reassurance: Reassure leads that lawyers will be in touch and inquire about their preferred time for a call.

4. Lead Allocation: Mark qualified leads as Opportunity in the system and allocate them to the appropriate lawyers for further follow-up and conversion to a matter.

Qualifications:

Excellent communication skills, both written and verbal.

Preferred background in counselling, psychology, worked in Trauma (RPM accreditation)

Familiarity with CRM systems.

Ability to handle rejection and navigate through various responses from leads.

Strong organizational and time-management skills.

Comfortable working independently and remotely.