Case Specialist

Responsibilities

• Conduct in-depth consultations with prospective new clients (PNCs) with the goal of guiding families through the intake process and retaining legal services.
• Follow established policies and procedures to communicate with PNCs in the most effective, compassionate, and professional manner.
• Gather detailed information regarding the PNC’s circumstances and the legal assistance they are seeking from the Firm.
• Provide reassurance and confidence that the Firm’s attorneys and staff are equipped to support and guide them through their situation.
• Demonstrate empathy, compassion, and active listening throughout every interaction.
• Educate PNCs on the Firm’s services and explain how the Firm may be able to assist with their specific needs.
• Oversee and coordinate the client onboarding process by Preparing Engagement Agreements and collecting payments while collaborating with attorneys for final approval and acceptance.
• Collaborate with appropriate departments and team members to initiate new cases promptly and efficiently.
• Maintain detailed and accurate records regarding consultations, communications, and client interactions.
• Follow up with PNCs who miss consultations or who choose not to retain services immediately, keeping communication open and supportive should they decide to move forward in the future.
• Actively communicate with management regarding lead quality, consultation trends, and opportunities for process improvement based on direct client interaction and front-line experience.

Qualifications

• Minimum of 5 years of experience in sales of products and/or services required; experience selling luxury or high-end services is strongly preferred.
• Education and/or professional experience equivalent to a bachelor’s degree.
• Strong passion for consultative, relationship-driven sales.
• Experience using CRM systems is required, including reporting and pipeline management.
• Previous experience or familiarity with the legal and/or behavioral health industry is considered a plus.