Immigration Intake Specialist - Remote - #35256

This is a great opportunity to join a well-established firm with over two decades of experience in U.S. immigration law. The organization is recognized for its strong track record in successfully guiding clients through complex legal processes with a high level of success. You will be part of a diverse, multicultural team that values respect, collaboration, and empathy.

Company Profile:

Our client is a top immigration & federal practice firm based in the US. They provide legal services supporting individuals, families, and businesses with matters such as visas, green cards, citizenship applications, and divorce proceedings. Our client is dedicated to helping families and businesses navigate the complexities of U.S. immigration law.

Duties and Responsibilities:

The Immigration Intake Specialist is responsible for managing prospective clients from the moment they contact the firm through consultation scheduling, follow-up, retention, and handoff to the legal team.

This is a highly client-facing role. The Intake Specialist is often the first person a prospective client speaks with and is responsible for creating a professional, organized, responsive, and compassionate first impression of the firm.

The successful candidate must be comfortable speaking with prospective clients by telephone, text, email, and video; gathering detailed immigration and personal history; maintaining accurate records; following up consistently; and ensuring that no viable lead is lost because of poor communication or lack of follow-through.

This position does not provide legal advice or determine immigration eligibility.

New Lead Response:

• Respond promptly to new inquiries from telephone calls, website forms, email, text messages, referrals, social media, and other lead sources.

• Make outbound calls to new prospective clients as required.

• Contact new leads within the firm’s established response-time standards.

• Maintain consistent follow-up with prospective clients who do not immediately respond.

• Ensure every inquiry is documented and accounted for in the firm’s system.

• Identify urgent matters and escalate them appropriately.

• Escalate urgent matters (ICE holds, emergency cases) immediately.

Immigration Intake Interviews:

• Conduct detailed intake interviews with prospective clients.

• Gather relevant personal, family, immigration, criminal, employment, and procedural history according to firm intake protocols.

• Ask appropriate follow-up questions to ensure the attorney receives a complete factual picture.

• Identify the general type of immigration issue involved without providing legal advice.

• Document prior immigration filings, entries and exits, government encounters, court matters, deadlines, and other relevant information.

• Obtain copies of initial documents when appropriate.

• Prepare clear and accurate intake summaries for attorney review.

Consultation Scheduling:

• Schedule consultations with attorneys according to firm procedures.

• Match prospective clients with the appropriate consultation type or attorney when directed by firm protocol.

• Confirm consultation dates and times.

• Send consultation instructions, questionnaires, payment links, and reminders.

• Follow up with prospects who have not completed required intake information.

• Reduce consultation no-shows through proactive reminders and follow-up.

• Reschedule missed appointments promptly when appropriate.

• Schedule consultations and collect consultation fees.

Lead Follow-Up:

The Intake Specialist is responsible for ensuring that prospective clients do not disappear from the firm’s pipeline simply because they were not ready to retain immediately.

• Follow up with leads who have not scheduled consultations.

• Follow up with prospects who scheduled but did not attend.

• Follow up after consultations according to firm protocol.

• Maintain scheduled follow-up sequences for undecided prospects.

• Re-engage appropriate older leads.

• Document every follow-up attempt.

• Identify prospects requiring personal attorney or management follow-up.

• Maintain an organized pipeline so that no lead falls through the cracks.

CRM and Docketwise Management:

• Enter complete and accurate prospective-client information into Docketwise and/or the firm’s CRM.

• Maintain current lead statuses.

• Document every call, email, text, consultation, and follow-up.

• Create follow-up tasks and reminders.

• Maintain accurate referral-source information.

• Upload relevant prospective-client documents.

• Ensure notes are sufficiently detailed for another team member to understand the history of the lead without additional explanation.

• Regularly review the intake pipeline for stale or incomplete records.

Consultation Preparation:

• Confirm intake information is complete.

• Ensure questionnaires have been submitted when required.

• Confirm payment when applicable.

• Organize relevant documents.

• Prepare a concise intake summary.

• Identify important dates and deadlines.

• Flag obvious inconsistencies or missing information for attorney review.

• Ensure the attorney has the information necessary to conduct an efficient consultation.

Post-Consultation Follow-Up:

• Record consultation disposition promptly.

• Send approved follow-up communications.

• Follow up with prospective clients who have not made a retention decision.

• Answer administrative questions concerning fees, scheduling, engagement procedures, and next steps.

• Escalate substantive legal questions to the attorney.

• Track prospective clients through retention or closure of the lead.

Retention and Handoff:

• Confirm completion of the engagement agreement.

• Send out Professional Service Agreements (PSAs) to new clients.

• Confirm required initial payment according to firm procedures.

• Update the lead status to retained.

• Ensure all intake information and notes are complete.

• Initiate the firm’s onboarding workflow.

• Facilitate a clean and professional handoff to the Case Manager and legal team.

• Ensure the retained client understands who will be their primary contact moving forward.

• The Intake Specialist remains responsible for the quality of the intake record transferred to the Case Manager.

• Convert leads to signed clients and handle onboarding process.

Referral Management:

• Accurately record referral sources for every prospective client.

• Identify referral partners requiring acknowledgment or follow-up.

• Track attorney, client, professional, and community referrals.

• Maintain accurate source data for marketing and business-development reporting.

• Reach out to successful clients for reviews and testimonials.

Client Service Standards:

• Communicate professionally and confidently.

• Demonstrate patience with clients who may be anxious, confused, or emotional.

• Listen actively and ask thoughtful questions.

• Avoid rushing prospective clients through the intake process.

• Maintain appropriate boundaries.

• Protect confidential information.

• Never promise outcomes or guarantee results.

• Never provide legal advice.

• Represent the firm’s brand and service standards consistently.

• Follow established SOPs and scripts while developing independent judgment.

• Minimum 2 years of experience in legal intake, U.S. immigration law, or a comparable high-volume professional client-intake environment.

• Strong experience handling telephone-based client intake.

• Excellent spoken and written English.

• Strong active-listening skills.

• Ability to gather detailed information while maintaining control of a conversation.

• Excellent client-service skills.

• Strong follow-up discipline.

• Experience working with CRM or case-management systems (Docket-Wise, Clio, MyCase, or similar)

• Excellent documentation and note-taking skills.

• Ability to manage a high volume of incoming leads or customer service experience.

• Strong organizational and time-management skills.

• Comfort discussing professional fees and consultation requirements.

• Ability to recognize when a question requires attorney involvement.

• Ability to follow scripts, SOPs, intake questionnaires, and workflows without sounding robotic.

• Ability to work independently and consistently during U.S. Eastern Time business hours.

• Reliable high-speed internet and professional remote work environment.

• Reliable computer equipment and a professional remote workspace.

• Strong phone communication skills and comfort with client-facing interactions.

• Empathetic listening skills and cultural sensitivity

• Ability to work with clients from diverse backgrounds and spell names correctly.

• Self-starter mentality with ability to work independently.

• Available for daily morning team meetings (10-15 minutes).

Preferred Qualifications but not required

• Candidates with U.S. immigration law experience will be given strong preference.

• Previous experience working for a U.S. immigration law firm.

• Previous legal background or paralegal experience.

• Experience with Ring Central or similar VOIP systems.

• Familiarity with common U.S. immigration case types.

• Experience with lead-management and follow-up systems.

• Experience with consultation scheduling and conversion tracking.

• Prior remote work for a U.S.-based law firm.

• Experience handling high inbound call volumes.

• Sales or consultative-service experience in a professional environment.

• The Intake Specialist is not responsible for deciding whether the prospective client qualifies for any immigration benefit. That decision belongs to the attorney.

• Bilingual ability is a plus.

Key Performance Indicators:

• Speed to first contact.

• Percentage of new leads successfully contacted.

• Consultation booking rate.

• Consultation show rate.

• Lead-to-consultation conversion.

• Consultation-to-retention conversion where appropriate.

• Follow-up completion rate.

• Accuracy and completeness of inta