Intake Manager – Trainer

Tort Experts

. Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements .

Posted 9/18/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in legal mass tort intake processes and training methodologies, with a strong focus on communication, organization, and problem-solving skills. Proficient in navigating multiple software applications and workflows while providing effective coaching and support to agents.

Highest-signal resume keywords

Legal Mass Tort Intake ExperienceLegal Intake Trainer ExperienceStrong Technical ProficiencyExperience with Five9, Balto, SalesforceStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Intake ProceduresCase Qualification RequirementsCall ShadowingCall ReviewsDocumentation AccuracyTraining Material CreationSystem Guidance UpdatesTroubleshootingMultitaskingPerformance Tracking

Soft Skills

Coaching SkillsOrganizational SkillsProblem-Solving Skills

Tools & Technologies

Five9BaltoSalesforce

Industry Keywords

Intake TrainingCall Support ResourcesQuality StandardsPerformance Standards

About the role

Key responsibilities & impact

Train and onboard new hires on intake procedures, systems, communication skills, and case qualification requirements
Provide ongoing coaching through call shadowing, call reviews, and constructive feedback
Assist agents during assigned shifts by answering questions, reinforcing procedures, and escalating issues when needed
Handle inbound and outbound intake calls
Maintain accurate records and meet quality and performance standards
Track training progress and work with intake leadership to address performance gaps
Create and maintain training materials, reference guides, FAQs, and call support resources
Update system guidance and coaching playbooks as processes and case criteria change

Requirements

What you’ll need

Legal mass tort intake experience required
At least two years of experience as a legal intake trainer, in addition to the required mass tort experience
Strong technical proficiency navigating multiple screens, software applications, and workflows simultaneously
Strong multitasking skills while maintaining accuracy during calls, documentation, and agent support
Ability to learn new systems quickly, troubleshoot routine issues, and clearly teach system workflows to others
Strong communication, organization, problem-solving, and coaching skills
Evening and weekend availability required
Experience with Five9, Balto, Salesforce, or comparable platforms preferred
External hires must complete the intake training program
External hires spend approximately 50% of their time handling intake calls and 50% training and assisting agents during the first 90 days

Benefits

Comp & perks

100% company-paid monthly premiums for Fortune 500 level quality medical, dental, and vision insurance plans for you and any/all dependents (US based employees)
100% company match on employee contributions to HSA or FSA flex benefits plans (US based employees)
$500 free FSA company contribution, even if $0 employee contribution
401k plan with full company match of up to 6% of salary and no vesting period required (US based employees)
Unlimited paid time off with planned role/responsibilities coverage
Wellhub wellness benefit with access to 20,000+ gyms, studios, and wellness apps, fully covered by the company
Work from home equipment budget (at company's discretion)
Forever remote work environment
Growth opportunities
Flexible work environment