Business Intake Liaison

Overview

This role manages the intake process for new work (clients and/or matters) and ensures required information is accurate and complete before it is uploaded into firm systems. Responsibilities include coordinating cross-functional partners to keep the intake workflow efficient and completed end-to-end. The position may be filled remotely or in any of the firm’s locations.

Responsibilities

• Manage attorney requests to open new business in firm systems, including:
  • Gather defined intake information via direct attorney interview and/or attorney-completed intake form to move a matter to “Open for Time” status.
  • Gather defined secondary information to move a matter to “Open for Billing” status.
• Review and evaluate data provided by other functional areas for accuracy before updating firm systems.
• Research and resolve reported inaccurate data through completion.
• Own issues and/or problems that arise in downstream functional areas due to incorrect data; resolve to completion while minimizing impact to CRM and the client.
• Manage the business intake workflow by tracking and following up on outstanding items and/or issues until resolved.
• Maintain accurate and up-to-date business records in the firm’s database.
• Provide excellent customer service to clients and potential clients.
• Stay current on cross-functional area needs and stakeholder positions (e.g., conflicts, information governance, docketing, billing) and build relationships to strengthen the client and attorney intake experience.
• Other duties as assigned.

Requirements

• High School Diploma or GED required; 2-year degree preferred.
• 3–5 years’ relevant experience in a legal or customer service environment required, preferably in a professional services environment.
• Proficiency in Microsoft Office applications: Excel, Outlook, Word, PowerPoint; Microsoft Teams; and EMS required.
• Excellent client and customer service skills.
• Ability to assess the accuracy of data associated with matters and make sound judgments and decisions.
• Knowledge of legal terminology and processes required.
• Excellent written and oral communication skills.
• Excellent time management skills.
• Excellent research, interpersonal, and organizational skills.
• Ability to work under pressure in a fast-paced environment.

Compensation & Benefits

• Compensation commensurate with skill and experience. Exact compensation varies based on skills, experience, location, and other factors permitted by law.
• Expected compensation ranges by location/jurisdiction:
  • State of California: $72,000 - $146,000
  • Cleveland, OH: $69,000 - $101,000
  • State of Colorado: $66,000 - $118,000
  • Columbus, OH: $67,000 - $98,000
  • State of Connecticut: $57,000 - $144,000
  • State of Illinois: $65,000 - $126,000
  • State of Maine: $49,000 - $113,000
  • State of Maryland: $70,000 - $105,000
  • State of Massachusetts: $72,000 - $137,000
  • State of Minnesota: $72,000 - $119,000
  • Jersey City, NJ: $78,000 - $141,000
  • State of New York: $67,000 - $144,000
  • State of Vermont: $71,000 - $136,000
  • State of Virginia: $47,000 - $136,000
  • State of Washington: $70,000 - $132,000
  • Washington, D.C.: $93,000 - $136,000
• Discretionary bonus opportunities are non-guaranteed and dependent upon individual and firm performance.
• Full-time benefits include:
  • Medical and dental coverage
  • Life insurance
  • Short-term and long-term disability insurance
  • Pre-tax flexible spending account for certain medical and dependent care expenses
  • Employee assistance program
  • Paid Time Off
  • Paid holidays
  • Retirement plan program participation after meeting eligibility requirements
  • And more

Location

Remote or in any of the firm’s locations (United States).