Client Intake Specialist

We’re looking for a Client Intake Specialist to serve as one of the first and most important points of contact for prospective clients of Merlin Law Group.

This role sits at the intersection of client service, intake operations, relationship building, and case progression. The Client Intake Specialist is responsible for creating a professional and reassuring client experience while actively moving qualified leads through the intake process.

This is not a passive customer-service role. We are looking for someone who can communicate exceptionally well, stay organized, think critically, follow established processes, recognize when something needs attention, and keep prospective matters moving forward.

The Client Intake Specialist does not provide legal advice or make legal determinations. Instead, this role gathers and organizes factual information, collects required documentation, follows up with prospective clients, identifies missing or inconsistent information, and prepares complete and accurate intake packages for attorney review.

What You’ll Do

• Serve as a primary point of contact for prospective clients throughout the intake process
• Conduct professional, structured intake conversations and gather required factual information
• Build rapport and create a high-touch, responsive client experience
• Manage assigned leads and proactively move them through the intake process
• Request, collect, organize, and track required documentation
• Follow up consistently by phone, text, and email to prevent leads from stalling
• Review information for completeness and obvious inconsistencies
• Identify when additional information or escalation is needed
• Prepare clear, accurate intake records and factual summaries for attorney review
• Maintain complete and accurate information in HubSpot, Litify, and other firm-approved systems
• Recognize high-value, strategic, unusual, or time-sensitive opportunities and promptly escalate them
• Work closely with Intake leadership, attorneys, assistants, Marketing, and Operations to ensure smooth handoffs and a consistent client experience
• Support lead tracking, conversion visibility, and continuous improvement of the intake process

Our Ideal Candidate

You may be a great fit if you are someone who:

• Has exceptional communication skills and a polished, professional phone presence
• Naturally builds rapport and makes people feel comfortable
• Provides high-level customer service while still keeping conversations and processes moving
• Thinks ahead and asks, “What needs to happen next?”
• Is highly organized and detail-oriented
• Can manage multiple active leads, follow-ups, and priorities without losing track
• Follows through consistently and does not need to be reminded to complete the next step
• Can identify missing or inconsistent information and knows when to ask questions
• Uses good judgment and understands when to escalate rather than guess
• Is comfortable in a fast-paced, high-volume environment
• Has strong written communication and documentation skills
• Is comfortable learning and using CRM and case-management technology

Experience in legal intake, customer service, insurance, claims, sales, account management, call centers, or another high-touch client environment is preferred.

Experience with HubSpot, Litify, Salesforce, or similar systems is a plus.

Experience with property insurance claims is helpful, but not required for the right candidate.

Why Join Us

• Play a meaningful role in the client experience from the very first interaction
• Join a team where your judgment, communication, and follow-through make a direct impact
• Work in a collaborative environment with opportunities to learn and grow
• Develop experience across client service, legal operations, technology, and intake management
• Be part of a firm that is actively investing in improving and modernizing its intake process

What We Offer

• Competitive salary based on experience
• Medical, dental, vision, and life insurance
• 401(k) with competitive match
• Short- and long-term disability benefits

Note to Recruiters & Staffing Agencies: Thank you for your interest in our job advertisement. To streamline our communication process, please direct all inquiries to careers@merlinlawgroup.com. Please, no phone calls or direct emails to our employees.

Merlin Law Group is an equal employment opportunity employer and is committed to providing equal employment opportunity to all qualified persons without regard to race, color, sex, religion, national origin, age, disability, marital status, gender identity/expression, sexual orientation, genetic information, or any other protected status, consistent with federal, state, and local equal employment opportunity laws.