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Customer Support Intake Specialist

ContactPoint360
Bengaluru, Karnataka

Apply Now

Job details

Full-time

Qualifications

Bilingual
CRM software
Spanish
Go
Multilingual
Customer service
English
Bachelor's degree
Organisational skills
Medical terminology
Communication skills

Full job description

Are you passionate about helping others and thrive in fast-paced, client-focused environments? We are seeking a Legal Intake Specialist to serve as the first point of contact for individuals seeking legal assistance in personal injury law. In this pivotal role, you will gather essential case information, guide clients through their first steps, and set the tone for their entire legal journey—ensuring every person feels heard, supported, and informed.

If you're detail-oriented, empathetic, and driven by purpose, this is an opportunity to join a mission-driven team making a real difference every day. You will be the gateway to justice for many individuals navigating difficult times. Your voice will be the first they hear, and your care and precision will be what gives them confidence in choosing us.

Role Overview

As a Legal Intake Specialist, you will initiate the legal process by conducting compassionate welcome calls, collecting and verifying client documentation, and maintaining accurate case records. You will follow standardized intake protocols, identify missing information early, and ensure seamless handoffs to Case Managers. Bilingual fluency in English and Spanish is highly preferred to better serve our diverse clientele.

Key Responsibilities

Serve as the initial point of contact for new clients via phone, text, email, and web inquiries—providing a warm, respectful, and professional experience.
Conduct detailed welcome calls, explain the legal process, set expectations, and answer initial questions.

Collect and input essential information to assess case viability, including accident details, insurance information, medical status, state of accident vs. residence, and other case-specific facts.
Manage and obtain critical documents such as Letters of Representation (LORs), IDs, police reports, hospital records, and discharge paperwork while adhering to state- specific deadlines.
Guide clients through the property damage process, coordinate follow-ups with insurance companies, and ensure all documentation is received and properly recorded.
Enter accurate and complete information into our CRM systems (GHL, Sherpa, Clio) while maintaining compliance and documentation standards.
Follow standardized intake procedures including:

o 3 call attempts on Day 1

o 2 call attempts on Day 2

o Complete documentation of every touchpoint

Identify missing data or red flags early in the intake process and communicate clearly to avoid delays.
Collaborate with Case Managers to ensure smooth and timely transition of signed clients.
Maintain productivity, QA standards, and daily performance expectations.
Handle all interactions with professionalism, empathy, discretion, and confidentiality.

Our Ideal Candidate

Has strong customer service or client-facing experience, ideally in a legal, healthcare, sales, or high-volume service environment.
Possesses exceptional verbal and written communication skills with the ability to build rapport quickly and guide conversations effectively.
Demonstrates empathy, professionalism, and a calm demeanor when working with clients in stressful situations.
Shows excellent organizational skills with the ability to manage multiple cases, tasks, and follow-ups with accuracy and urgency.
Is highly attentive to detail and committed to maintaining accurate, compliant documentation.
Is comfortable navigating technology, digital communication platforms, and CRM systems. Experience with Go High Level (GHL) is a strong plus.
Bilingual in English and Spanish is highly preferred.
Brings persuasive communication or sales-oriented skills—especially helpful when guiding hesitant or unsure clients.
Familiarity with legal or medical terminology is beneficial, but not required; full training will be provided.

About ContactPoint360

If you want to be the next CEO… we’re not joking.

Our CEO started on the phones as a customer service agent. Around here, nothing is impossible when you lead with curiosity, kindness, and the right mindset.

ContactPoint360 is a Canadian, people-first company with 5,000 incredible humans across 12 countries. We’re proud that 70% of our leaders grew from within, proof that growth isn’t just a promise, it’s our culture. From day one, you’ll have a clear career path, real support, and a team that believes in your potential before you even see it yourself. We care about people, and we’re big believers in building futures, not just filling roles.

If you’re hungry, if you care, if you want to build a real career instead of just collecting a paycheck, you’re in the right place. We’ll give you the tools, the mentorship, and the path from day one. This is where potential turns into progression. Welcome home.

Apply Now

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