PNC Intake Auditor & Sign-Up Coordinator

About the role

This position exists to protect our sign-up pipeline. The person in this role is responsible for monitoring every priority PNC in the office, auditing attorney follow-up, observing live phone activity for professionalism and closing discipline, and ensuring that all required intake facts are entered into Salesforce immediately and accurately.

Responsibilities

• Serve as the San Antonio office point person for priority PNC monitoring, sign-up follow-up, and intake quality assurance.
• Identify, flag, and track every priority PNC from first contact through signed status.
• Audit attorney follow-up to confirm wanted PNCs receive timely, documented contact and a clear next step.
• Observe and review inbound and outbound sign-up calls for professionalism, urgency, empathy, fact capture and closing discipline.
• Walk the office floor continuously throughout the day; pop into live PNC calls; monitor real-time intake activity.
• Review night, weekend, and web-origin PNCs each morning to confirm timely first touch and proper ownership has occurred through the evenings and weekends.
• Verify that intake facts, notes, dispositions, and required fields are entered into Salesforce immediately after every meaningful contact.
• Confirm Salesforce stage and status accurately reflect the real-world condition of every priority PNC.
• Escalate stalled sign-ups, missing facts, poor call handling, and broken follow-up the same day, in writing, to the responsible attorney, manager and central operations.
• Cook up real time corrective action with attorneys and office leadership on case signups.
• Maintain Salesforce queue views, exception reports, and SLA timers; act on the queue throughout the day.
• Prepare the daily Office PNC Exception Report and the weekly office scorecard.
• Identify coaching opportunities and repeat-offender trends; surface them to the Office Manager and the Director of Intake Operations.

Requirements

• Associate or bachelor’s degree required.
• Three or more years of experience in legal intake, admissions, sales operations, call-quality auditing, client services, or comparable workflow-heavy roles.
• Experience with Salesforce or another major CRM is strongly preferred; Salesforce dashboard, queue view, and task experience preferred.
• Prior experience in a personal injury, plaintiff-side, or contingency-fee environment strongly preferred.
• Spanish-language ability is preferred.
• Must have clean criminal history.
• Must be able to work holidays, weekends, and overtime as needed.

Qualifications

• Superb organizational and time-management skills, with meticulous attention to detail.
• Strong follow-through and assertive but professional command presence around attorneys and office leadership.
• Must be able to work under pressure and adhere to deadlines.
• Outstanding attendance and punctuality.
• Excellent written and verbal communication skills; researching and problem-solving skills.
• Ability to handle highly confidential information with professionalism and integrity.
• Excellent phone instinct and client-service awareness.
• Ability to move continuously throughout the office rather than work only from a desk.
• Teamwork capacity, including the ability to establish and maintain healthy working relationships with people in the department and the organization in general.
• Ability to use logic and reasoning to understand, analyze, and evaluate situations and exercise good judgment to make appropriate decisions.
• Excellent client service skills and ability to promote and maintain a strong commitment to the mission and values of the organization.

Skills

• Aggressive about follow-up; relentless on details.
• Mobile, hands-on, and proactive — does not wait to be told.
• Calm under pressure; comfortable holding professionals accountable.
• Highly credible with lawyers and managers.
• Naturally observant.
• Focused on protecting revenue and client experience.

Benefits

• Health insurance, dental insurance, vision insurance.
• 401(k) with 4% match.
• Paid vacation and sick leave.
• Gym membership.