Intake Specialist

Call Center & Customer Service
in Orlando
, FL
Reference: 19-03231

Customer Service/Communication:

  • Greets all calls with enthusiasm and eagerness to assist
  • Responds to all calls (potential clients, outside firms, outside agencies) with accuracy and courtesy
  • Appropriate in all discussions with potential clients ensuring that service is within the realm of position duties
  • Clearly, thoroughly and effectively presents information in written and oral form
  • Escalates issues for further assistance as necessary
  • Accurately documents all intakes, evidence, information, etc. into computer systems via Captorra, CP and Outlook
  • Ensures all documentation to clients, referrals sources, outside agencies is factually accurate and without grammatical errors
  • Consistently maintains professionalism and respects the rights of all internal and external customers

Work Ethic/Initiative:

  • Exhibits strong organizational, planning and time management skills
  • Able to multitask and prioritize appropriately in order to meet job demands and deadlines
  • Demonstrates flexibility for changes in processes and responsibilities
  • Able to work independently
  • Shows consistency in all work assignments
  • Show an eagerness to learn new systems and procedures within the firm
  • Shows a cooperative spirit and works as a team player


  • Attendance is within company policy
  • Consistently on time for work
  • Employee can be relied upon to be available for work and to complete work properly
  • Able to anticipate problems and work collaboratively on solutions
  • Accountable and responsible to carry out the mission of the firm and the intake department

Overall Requirements:

  • Responds timely and appropriately to inquiries via phone and internet
  • Documents all required information in Captorra and CP for each inquiry
  • Maintains client contact for updated contact information
  • Reviews the file to preserve any evidence and maintains the evidence database
  • Tracks all SOL’s and SOR’s
  • Tracks deadlines all referred out cases
  • Sends correspondence to the appropriate parties including DND’s, declinations, contract packages, etc.