Legal Intake Manager - Legal Experience Required

The Ward Law Group, PL•Miami Lakes, FL

1d•Onsite

About The Position

The Ward Law Group is seeking a Legal Intake Manager to lead and mentor a team of Intake case managers and supporting staff. This role involves providing guidance, support, and fostering a collaborative and innovative work environment. The manager will set clear goals, monitor performance, and provide regular feedback to ensure individual and team success. The position is on-site, Monday-Friday, in Miami Lakes, FL, with a salary range of $85,000 - $125,000 annually. The Ward Law Group is a recognized 'Best Place to Work' that values faith, accountability, leadership, loyalty, and service, and is expanding nationally.

Requirements

Proven experience in a management or supervisory role
Strong organizational and leadership skills
Excellent communication and interpersonal abilities
Proficiency in Litify software and Microsoft Office Suite
Must be fluent in English and Spanish
Must consistently be on time and reliable
Must work well in a team environment
Must have excellent written and verbal communication skills, including the ability to successfully communicate with other employees

Nice To Haves

Legal background in personal injury strongly preferred

Responsibilities

Develop recommended standards and guidelines for screening, referral, information for case review, advice, and brief service.
Maintain relationships with cross-functional teams.
Expand the use of technology in support of intake.
Direct management and supervision of centralized intake activities and collaboration with unit managers and practice group leaders.
Develop practice standards and monitoring systems to ensure quality control.
Accomplish department objectives by managing staff; planning and evaluating department activities.
Ensure a safe, secure, and legal work environment.
Develop personal growth opportunities for staff.
Accomplish staff results by communicating job expectations, planning, monitoring, and appraising job results.
Coach, counsel, and discipline employees.
Develop, coordinate, and enforce systems, policies, procedures, and productivity standards.
Establish strategic goals to accomplish monthly KPIs.
Define objectives, identify and evaluate trends and options, choose a course of action, and evaluate outcomes.
Maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
Contribute to team effort by accomplishing related results as needed.
Participate in leadership trainings to improve managerial skills and contribute to team performance enhancement.
Coordinate team trainings ensuring all team members are well-prepared to deliver outstanding service.
Foster leadership development within the team through coaching and training initiatives.
Serve as the primary contact for addressing escalated client issues promptly and effectively, ensuring high client satisfaction and adherence to company standards.
Engage with clients who are considering terminating their relationship with the firm, aiming to persuade them to continue and sustain their business.
Contact clients who have provided feedback on poor service experiences and conduct exit interviews.
Ensure high standards of client service and satisfaction.
Address client concerns and inquiries promptly and professionally.
Monitor and improve client communication protocols.
Address escalated client issues coming from Social media, emails to Jany or calls to the firm.
Develop and track key performance indicators (KPIs) for team and individual performance.
Conduct regular performance reviews and provide feedback.
Implement performance improvement plans as needed.
Ensure accuracy and compliance with legal standards and regulations.
Conduct regular audits of case files and documentation.
Implement and monitor quality assurance measures.
Prepare and present regular reports on case status, productivity, and performance.
Analyze data to identify trends and areas for improvement.
Develop and implement strategies for operational enhancement.