- Consultation Specialist (Personal Injury)
- Bilingual
- Working Location: In Office
- Office Location: Belize City: 160 Newtown Barracks Road
- Type: Full-Time Shift Overnight and Weekends
- Channels: Phone calls, Emails, and Social media
- Start Date: June18th, 2026Why Customer
- HD BPO?Paid on time, EVERY TIME! Full hourly rate paid training Daily training cash bonus for the first week Taxi Services provided for the first week & during off-hours (shifts starting at or before 7:00 AM, or ending at or after 8:00 PM) Complimentary meal on your first day Foosball tables and games in office Casual dress code Recognition program offering dotbox donuts, CHD swag, food and grocery vouchers, phone top-up cards, and more Employee of the month, quarter, and year awards with bonuses Vacation & sick leave benefits Company swag provided Volunteer opportunities Hear From
Our Team
- "I like the positive energy of my team and the help our Team Lead is always willing to give.""The bosses are very welcoming and friendly.
- In many workplaces, higher-level staff can be distant or unapproachable toward employees in non-managerial roles.
- However, at Customer
- HD BPO, leadership is kind, approachable, and treats all employees with respect and dignity.""I LOVE this job because this is the only place that accepted me as a junior college student.
- I am able to work around my school schedule.
- THANK YOU FOR THE OPPORTUNITY.""What I like about Customer
- HD BPO is that it offers a new experience in the BPO industry — it is less stressful and more enjoyable than others.
- I am really enjoying the experience and thankful for the opportunity to work with this company."About Customer
- HDCustomer
- HD headquarters is located in Raleigh, NC USA, and recently expanded to Belize City!
- We are a BPO determined to change the perception of "call centers" and "BPOs". Yes, we do email, phone and chat support for our clients, but we differentiate ourselves by investing in our people and work environment!
- We create a needed & known atmosphere to foster your growth to help you meet your ongoing professional and personal goals, all while making your experience as gratifying as possible with empowerment to think and solve problems, with some fun in the mix.
- That’s Customer
- HD BPO.
About the Role
The Consultation Specialist serves as the first point of contact between prospective clients and the firm and plays a critical role in converting qualified leads into retained cases. This fast-paced, high-volume position requires exceptional communication skills, strong attention to detail, and the ability to engage empathetically with individuals who have recently experienced traumatic accidents or injuries.
The ideal candidate balances compassion with efficiency while ensuring strict adherence to case qualification standards and firm protocols.
Key Responsibilities
- Lead Contact & Conversion
- Respond to inbound leads within 3 minutes across phone, web forms, chat, and text
- Conduct empathetic, professional conversations with potential clients in vulnerable situations
- Build immediate rapport and trust to establish the firm as the client’s advocate
- Handle high call volumes while maintaining quality and consistency
- Follow up on missed calls, voicemails, and incomplete inquiries
- Address objections and concerns about hiring legal representation
- Lead Qualification
- Assess case viability, potential value, and urgency
- Identify case types (e.g., motor vehicle accidents, slip and falls, wrongful death, etc.)
- Evaluate liability factors, jurisdiction, and insurance coverage
- Screen for conflicts of interest and eligibility criteria
- Determine if cases meet firm acceptance standards
- Disqualify or refer cases that do not meet firm requirements
- Conversion & Retention
- Clearly present the firm’s value proposition
- Explain the legal process in simple, client-friendly language
- Address fee structures and client expectations transparently
- Secure verbal commitment and initiate retainer process
- Send and follow up on retainer agreements and required documents
- Case Documentation & Data Management
- Collect and document full accident and injury details
- Record all involved parties, witnesses, and insurance information
- Capture medical treatment history and provider details
- Maintain accurate CRM records and case notes
- Ensure proper lead source tracking for reporting and ROI analysis
- Monitor case progression through intake stages
- Flag urgent or statute-sensitive cases
- Client Communication & Support
- Serve as primary contact during intake and early case stages
- Provide guidance on legal process and expectations
- Offer reassurance and emotional support to clients
- Respond promptly to client questions and concerns
- Coordinate with internal teams to resolve client issues
- De-escalate difficult or emotional interactions professionally
- Quality Assurance & Compliance
- Follow all applicable legal and ethical standards for client intake
- Maintain confidentiality in accordance with firm policies
- Adhere strictly to intake scripts, procedures, and compliance guidelines
- Ensure accurate and complete documentation of all interactions
- Participate in quality assurance reviews and ongoing training
- Report any ethical or compliance concerns immediately
Required Qualifications
- Education
- High school diploma or equivalent (required)
- Paralegal certificate or legal studies background strongly preferred
- Experience1–2+ years in customer service, sales, or call center environment
- Prior experience in a personal injury law firm strongly preferred
- Experience handling high-volume inbound/outbound calls preferred
- CRM or case management system experience preferred
- Skills &
Competencies
- Exceptional verbal and written communication skills
- Strong active listening and empathy skills
- Ability to explain complex legal concepts in simple terms
- High level of professionalism and phone etiquette
- Strong organizational and data entry accuracy
- Ability to multitask in a fast-paced environment
- Bilingual (Spanish/English) highly preferred or required
Work Environment
Fast-paced, high-volume intake environmentRequires urgency, accuracy, and emotional intelligenceTeam-oriented with performance-driven expectationsBenefits:
Training & Development Bonus and Incentive opportunities
