Job Description: Intake Representative

Position Overview
We are seeking a Intake Representative to support one of Excello’s legal clients. This role serves as the first point of contact for prospective and current clients, handling incoming and outgoing calls, gathering essential information, and guiding clients through the intake and application process with professionalism and empathy.

Key Responsibilities

• Answer and manage incoming and outgoing client calls using established scripts and procedures.

• Determine whether callers are new or existing clients and respond appropriately.

• Conduct initial eligibility screenings to assess if the client’s case meets program criteria.

• Collect and accurately record personal and case-related information in the system.

• Guide eligible clients through the next steps of the application process.

• Send and follow up on client documentation through e-signature or mail.

• Maintain detailed notes in the client management system for every interaction.

• Transfer calls or messages to the appropriate departments as needed.

• Participate in team meetings and training sessions.

Qualifications

• Prior experience in customer service, call center, or legal intake preferred.

• Strong communication and active listening skills.

• High attention to detail and accuracy in data entry.

• Ability to manage sensitive information professionally.