Lead Intake Specialist – Closer

About the role

The Lead Intake Specialist – Closer will guide a fast‑moving intake team, ensuring high‑quality client interactions and seamless case transitions. Reporting to the Intake Manager, this role blends operational expertise with coaching to drive performance and support firm growth.

Key responsibilities

• Serve as the primary point of contact for intake team members on ownership changes, intake queries, and internal processes.
• Review intake calls and recordings to ensure quality, compliance, and alignment with firm standards.
• Audit My Team Kinetics (MTK) intakes for accuracy, completeness, and proper documentation.
• Analyze performance data, call metrics, and conversion trends to identify gaps and implement improvements.
• Conduct regular one‑on‑one meetings for feedback, coaching, and professional development.
• Lead team meetings focused on training, quality improvement, and adapting to process changes.
• Collaborate with Pre‑Litigation and other departments to resolve inquiries and support seamless case transitions.
• Utilize dialer systems and reporting tools to monitor activity, manage performance, and streamline communication workflows.

Required profile

• Experience working in a high‑volume, fast‑paced intake or contact‑center environment.
• Fluency in both English and Spanish with strong verbal and written communication skills.

Required skills

• Familiarity with dialer platforms such as Zoom.
• Proficiency in Salesforce for managing client records, tracking cases, and reviewing performance data.