Client Intake Specialist
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Job Description
Client Intake Specialist guiding US clients through phone-based enrollment and consultations. Handling sensitive conversations, documenting CRM interactions, and supporting clients through next steps.
Responsibilities:
- Handle inbound and outbound calls with new and existing clients
- Verify client information accurately
- Explain the intake process, client journey, and expected next steps
- Schedule consultations and appointments
- Follow up with enrolled clients who have not connected with the appropriate team
- Assist clients who have not completed enrollment
- Listen to client concerns and objections and respond with empathy
- De-escalate challenging conversations professionally
- Educate clients on processes and next steps without providing professional or legal advice
- Document every interaction accurately in the CRM
- Help clients obtain required documents and records
- Escalate complaints and sensitive situations according to established procedures
- Follow established processes, procedures, and compliance requirements
Requirements:
- At least 1 year of customer service experience in a phone-based or client-facing position
- Experience handling both inbound and outbound calls
- Excellent verbal and written communication skills
- Strong listening and problem-solving abilities
- Demonstrated empathy and emotional intelligence
- Ability to handle emotionally charged conversations professionally
- Strong attention to detail
- Ability to follow strict compliance guidelines
- Ability to type at least 35 words per minute accurately
- Comfortable working across multiple applications and windows while speaking with clients and documenting information
- Ability to work effectively in a fast-paced environment
- Reliable attendance and availability, particularly during the first 90 days
- A quiet, distraction-free workspace
- Reliable, wired Ethernet internet
- A reliable power backup solution
- Successful completion of a background check required for employment
Benefits:
- Paid weekly in arrears
- Company equipment provided
- Work from home
- Full-time, 40 hours/week
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