Case Supervisor

Position: Case Supervisor

Employment Type: Full-Time

Position Summary

As a Case Supervisor, you will play a key role in guiding potential clients through the intake process and preparing qualified cases for legal review. This position combines client service, sales, case evaluation, documentation management, and workflow coordination. Success requires someone who can build rapport quickly, establish trust, address objections confidently, and convert qualified leads into signed retainers.

You will take ownership of each lead from initial contact through the intake and documentation process, ensuring potential clients receive timely communication and that case files are complete, accurate, and ready for legal review.

This is a client-facing, results-driven role for someone who is both service-oriented and comfortable closing deals. Your ability to follow through, manage competing priorities, maintain accurate records, and move viable cases forward directly contributes to the firm's success.

Strong performers who demonstrate consistent results, reliability, initiative, and a commitment to continuous improvement may have opportunities for performance-based incentives and future career advancement.

Key Attributes

The ideal candidate demonstrates the following qualities:

• Sales and closing ability: Confidently guides potential clients toward signing while addressing questions and objections professionally.
• Client-focused communication: Builds rapport, establishes trust, and communicates with empathy and professionalism.
• Attention to detail: Maintains accurate case records and ensures documentation is complete and properly organized.
• Critical thinking: Evaluates information, identifies potential issues, and applies sound judgment when determining next steps.
• Ownership and accountability: Takes initiative, follows through on commitments, and proactively manages assigned leads and cases.
• Organization and time management: Balances multiple priorities in a fast-paced environment without sacrificing quality.
• Problem-solving mindset: Identifies obstacles, recommends solutions, and contributes to process improvements.
• Technical proficiency: Comfortable working with CRM systems, case management platforms, and digital workflows.
• Teamwork and leadership potential: Collaborates effectively with colleagues and management while contributing to a positive team environment.

Key Responsibilities

Client Intake and Case Evaluation

• Serve as a primary point of contact for potential clients, responding to inquiries and conducting thorough intakes.
• Gather and document essential vehicle, repair, ownership, and case information.
• Evaluate initial eligibility against established intake criteria and identify cases that require additional review.
• Build rapport, address concerns, explain the next steps, and confidently guide qualified potential clients toward signing a retainer.

Sales, Conversion, and Follow-Up

• Take ownership of assigned leads and maintain consistent, timely outreach throughout the intake process.
• Send, track, and follow up on retainer agreements and required documents.
• Address questions and objections professionally while helping potential clients make informed decisions.
• Proactively follow up with unresponsive leads and potential clients with outstanding documentation or unsigned retainers.
• Work toward established individual and departmental goals for conversion, signed retainers, and case progression.

Case Preparation and Documentation

• Collect, review, and upload required documentation into the appropriate CRM and case management systems.
• Verify that case information is accurate, complete, and consistent across records and supporting documents.
• Prepare case files for legal review in accordance with firm procedures and documentation requirements.
• Identify missing information or documentation gaps and take appropriate steps to resolve them before advancing a case.

Workflow and Case Management

• Monitor assigned leads and cases to ensure timely progression through the intake pipeline.
• Identify stalled cases, overdue follow-ups, and outstanding tasks, taking proactive steps to move them forward.
• Maintain accurate case statuses, notes, and activity records in HubSpot, FileVine, and other firm systems.
• Provide timely updates and escalate non-standard issues or eligibility questions when additional guidance is needed.

Team Collaboration and Process Improvement

• Collaborate with colleagues, management, and the legal team to support departmental goals and ensure a seamless transition from intake to legal review.
• Communicate case updates, document outstanding issues, and assist with resolving workflow challenges.
• Follow established firm policies, procedures, and quality standards.
• Identify opportunities to improve efficiency, client experience, documentation accuracy, and overall conversion performance.
• Contribute to a collaborative, accountable, and results-oriented team environment.

Requirements and Qualifications

• At least two years of experience in sales, client services, legal intake, customer service, or legal support.
• Fluency in both English and Spanish, with strong written and verbal communication skills in both languages.
• Demonstrated ability to build rapport, handle objections, and guide customers or clients toward a decision.
• Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
• Proficiency in Microsoft Office, including Word, Excel, Outlook, and PowerPoint.
• Experience with CRM or case management platforms; HubSpot and FileVine experience preferred.
• Ability to work independently, exercise sound judgment, and collaborate effectively with a team.
• Comfort working in a fast-paced, deadline-driven environment with measurable performance expectations.
• A professional, empathetic, and solutions-oriented approach to client interactions.
• Dependability, accountability, and a proactive approach to follow-up and problem-solving.

What Success Looks Like

A successful Case Supervisor consistently takes ownership of assigned leads, provides a positive client experience, converts qualified potential clients into signed retainers, maintains accurate and complete case files, and ensures timely progression through the intake process. This individual balances strong sales performance with attention to detail, professionalism, and a commitment to the firm's standards.