Director of Intake & Investigations

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Are you numbers-driven and tech-savvy, including AI? Our client is a Florida injury firm with offices in Orlando, Winter Park, and Tampa seeking a Director of Intake & Investigations for its highly successful law firm. We are seeking a management-level professional to oversee a call center team, develop processes and policies around client intake and investigation records procedures, and track metrics, meeting established KPIs. This position reports to ownership and the partnership.

Join a firm that embraces a culture of support and values caring fiercely about each other, its company, and their clients. They believe in fighting together and demonstrating commitment and accountability, digging in to support each other as they serve clients.

A numbers-obsessed professional with technology utilization expertise, a passion for serving others, and experience in the legal industry and client intake would do well in this high-level management team role. Other services industry experience will be considered.

Qualifications

• Tech-forward
• AI savvy (or rapidly learning)
• Numbers-oriented
• Drives results and measures success (establishes and meets KPIs)
• Superior leadership skills
• Action-oriented (proactive, innovative, growth-minded, career-minded)
• Data evaluation, organization, and presentation skills
• Client service obsessed
• Discernment (knows what excellent customer service is, and what it is not)
• Builder mentality (growth and expansion driven)

Expectations

• Lives the Firm’s core values:  1) caring fiercely (about each other, the company, and its clients); 2) battling together, committing (accountability) and 3) digging in (curiosity and persistence).
• Calm, clear communicator; direct and professional.
• Holds team accountable; focuses on solutions, not blame; has the hard conversations when needed.
• Outstanding computer and people skills.
• Owns outcomes across the intake and early investigation stages.
• Career-minded with drive, energy, and innovation.

Responsibilities

• Ensure incoming calls (leads) are routed appropriately and systematically; understands and delivers upon “speed to the lead.”
• Direct and drive the entire intake process and call center team.
• Ensure that declines are handled properly when case does not move forward.
• Handle clientele with poise, professionalism, urgency, and skill.
• Direct the intake forms process and progression, including triage rotation and escalations.
• Own the early investigation process (authorization, medical records requests, client communication, progress monitoring, and follow-up).
• Manage the Notice of Intent (NOI) process (attorney coordination, affidavits, and declines).
• Available for other initiatives and projects as they evolve and as needed.

Requirements

• High School Diploma or its equivalent.
• Ability to travel between offices.
• Quickly adapts to and masters new software systems.
• Ability to produce effectively and with accountability on a remote basis.
• Process improvement driven; previous management experience.
• Ability to create and report on Key Performance Indicators (KPIs).
• Artificial Intelligence (AI) knowledgeable.
• Previous law firm client intake and paralegal experience is a plus, combined with superior client service abilities.

Benefits & Compensation

• Salary range $80,000 – 100,000 annually (exempt), commensurate with relevant experience level.
• Incentives – Discretionary bonus-eligible
• 401(k) with a match
• Health insurance; optional dental/vision
• PTO + Holiday pay
• Ground floor opportunity for a high-energy, highly successful law firm in expansion mode
• A solid team of professionals and attorneys supportive of this role.

Work Location

On-site, preferably in Tampa or Winter Park, with a potential hybrid schedule after a proven period.

Remote work privileges are subject to change based on the firm’s needs and individual performance.

Apply

Confidentiality is a cornerstone of our recruiting services. Contact Monzingo | Legal Recruiting at (239) 770-8823 or mb@monzingolegal.com.