Intake and Referral Specialist, Lawyer Referral Service

Job Title: Intake and Referral Specialist, Lawyer Referral Service

Department: Marketing, Communications and Member Outreach

FLSA Status: Full-time, hourly, non-exempt

Summary: Client intake and attorney referral for NHBA’s Lawyer Referral Service (LRS) call center, as well as clerical and other tasks supporting the LRS Full-Fee and Modest Means programs. At least 66% of time is spent on phone receiving referral requests. Provide administrative support for Free Legal Answers-NH and Lawline programs. This position has the possibility of two days per week remote work once the employee is fully trained.

Duties and Responsibilities include, but are not limited to, the following.

DIRECT COMMUNICATION WITH PEOPLE SEEKING REFERRALS AND LEGAL ASSISTANCE

1. Answer telephone calls from public; retrieve and respond to voicemails

1. Review and respond in a timely and helpful manner to e-mails and mail

DIRECT COMMUNICATION WITH PANELIST ATTORNEYS

1. Ensure that panelists have adequate liability insurance

1. Assist with LRS panelist renewal billing

1. Follow-up on deferred cases

1. Communicate survey results/feedback as appropriate.

COLLABORATION WITH OTHER NHBA STAFF

1. Distribute semi-monthly client surveys; analyze results

1. Attend department and company-wide meetings

MISCELLANEOUS ADMINISTRATIVE WORK

1. Prepare LRS reports

OTHER DUTIES MAY INCLUDE:

• Overseeing and coordinating the Law Line

• Processing of Modest Means applications

• Checking lawyer malpractice insurance

• Processing/renewing applications for lawyer panelists

• Communicating with new lawyer panel members

• Updating panelist biographies

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily . The requirements listed are representative of the knowledge, skill, and/or ability required.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, company communications or government regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent, and to draw and interpret bar graphs.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Essential and Preferred Software Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office Suite, forums, and database software (must be able to learn and work with The Associate membership database).

Education/Experience:

HS Diploma/GED, Bachelor’s degree preferred, and two to four years related experience and/or training.

Certificates and Licenses:

Valid driver’s license and access to an insured vehicle is required

Knowledge, Skills and Other Abilities:

• High level of multi-tasking ability
• Ability to prioritize
• Flexibility in time, attitude, and outlook
• Customer and member service motivation
• High level of good judgment
• High level of diplomacy and sensitivity when dealing with co-workers
• Ability to cope under stressful conditions
• Ability to boil down information to communicate essentials quickly and effectively
• Appreciation for value of lawyers and legal system
• Commitment to quality
• Pleasant and Professional in attitude and demeanor
• Dependable
• Organized
• Conscientious
• Team Player

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, talk and hear. The employee is occasionally required to stand, and stoop. The employee must occasionally lift and/or move up to 20 pounds.

Specific vision abilities required by this job include close vision .

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Includes medical insurance, dental insurance, vision insurance, short-term disability, long-term disability, life insurance, voluntary accident and hospitalization insurance, additional life insurance, vacation and sick time, 13 paid holidays per year.