Intake Specialist

Job Title: Intake Specialist
Location: Remote
Reports To: Intake Manager
Job Type: Full-Time

About Horton & Mendez

Join Our Team: The Culture Behind Horton & Mendez, a Growing NC Law Firm

Horton & Mendez is a dedicated personal injury law firm based in Wilmington, North Carolina. Our firm brings unparalleled expertise and insider knowledge to each case and client. Our mission is simple: to provide personalized, compassionate, and effective legal representation to individuals who have suffered injuries due to accidents or negligence.

About the Role:

Horton & Mendez is seeking a Senior Legal Intake Specialist to play a meaningful role at the front end of the client experience. This person serves as the first point of contact for individuals seeking legal support following a personal injury and helps ensure each prospective client feels heard, supported, and thoughtfully guided from the very first interaction.

In this role, you will combine empathy and strong communication skills with sound judgment to gather key information, assess potential matters, and help prospective clients understand their next steps. You will also partner closely across the firm to ensure qualified cases are positioned for a smooth transition into the appropriate workflow.

This role carries a high degree of ownership. The Senior Legal Intake Specialist balances client care with thoughtful case screening and consistent follow-through, playing an important part in maintaining intake quality, supporting healthy conversion, and thoughtfully nurturing prospective clients along the way.

What You'll Do:

• Serve as the initial point of contact for prospective clients across intake channel
• Conduct structured, high-quality intake interviews and gather key case details
• Assess potential matters using established criteria and sound judgment
• Navigate complex or nuanced intake conversations with confidence and empathy
• Guide prospective clients through next steps and support forward momentum toward engagement
• Proactively follow up on warm and stalled leads with thoughtful persistence
• Prepare clear, concise case summaries for attorney review
• Maintain clean, current, and well-documented records in the firm’s CRM system
• Work collaboratively across the firm to ensure a smooth handoff of qualified cases to the appropriate department
• Contribute to the ongoing strength and consistency of the firm’s intake and client experience standards

How This Role Creates Impact:

• Prospective clients feel heard, supported, and well guided
• Qualified matters are identified accurately and move efficiently through intake
• Lead follow-up is timely, thoughtful, and effective
• CRM documentation remains consistently complete and reliable
• Intake quality and conversion outcomes remain strong as volume scales
• The intake experience consistently reflects the firm’s service standards

What we are looking for:

• 2+ years of experience in legal intake, personal injury law firm, or other high-volume consultative intake environments
• Demonstrated ability to handle complex and nuanced intake conversations with sound judgment
• Strong understanding of qualified vs. non-qualified matters and the ability to apply consistent screening criteria
• Proven ability to guide prospective clients through the decision process and effectively move matters toward engagement
• Advanced lead nurturing skills, including thoughtful follow-up and persistence when prospects stall in the signing process
• Strong ownership of intake quality, not just intake volume
• Confident communicator with strong written and verbal skills and high attention to detail
• Highly organized with accurate and timely documentation in CRM systems
• Ability to work independently while collaborating effectively across teams
• Professional discretion in handling sensitive information

Bonus Points:

• Prior personal injury intake experience strongly preferred
• Bilingual in Spanish
• Exposure to downstream legal or operations workflows
• Experience with Lead Docket or similar CRM/case management platforms

EEO Statement

We are committed to hiring the best people for the job, regardless of race, religion, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Notice of E-Verify Participation

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