[Hiring] Member Services Intake Specialist @PPLSI

Role Description

The Member Services Intake Specialist serves as the first point of contact for LegalShield members seeking legal assistance. This role is responsible for delivering an exceptional member experience by gathering accurate information, assessing legal service needs, and facilitating timely referrals to the appropriate provider law firm. The Specialist ensures every interaction is handled with professionalism, empathy, urgency, and confidentiality while adhering to established legal, regulatory, and company guidelines.

• Conduct comprehensive legal intake interviews.
• Gather and verify information related to members' legal matters.
• Determine the appropriate legal service category.
• Ensure cases are accurately documented and efficiently referred to the appropriate provider law firm.
• Coordinate communications between members and provider law firms.
• Schedule attorney consultations and request supporting documentation.
• Complete conflict-of-interest checks and maintain detailed case records.
• Monitor case progress and provide timely status updates.
• Manage member expectations regarding next steps and service timelines.
• Collaborate closely with provider law firms and internal operational teams.
• Identify service concerns and resolve routine issues.
• Maintain compliance with all company policies and regulatory requirements.

Qualifications

• High school diploma or equivalent required.
• Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred.
• Minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a related client-facing role.
• Experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry.
• Bilingual or multilingual communication skills are preferred.
• Knowledge of customer service best practices and member experience principles.
• Familiarity with customer relationship management (CRM) systems and Microsoft Office applications.

Requirements

• Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Strong problem-solving and conflict-resolution skills.
• Exceptional attention to detail and organizational skills.
• Ability to analyze information and exercise sound judgment.
• Demonstrated ability to build positive relationships with members and provider law firms.
• Proficiency in Microsoft Office applications and the ability to quickly learn new technology platforms.

Benefits

• Medical, dental, and vision coverage.
• Company-paid short-term disability and basic life and AD&D insurance.
• 401(k) retirement plan with company match.
• Paid time off, paid holidays, paid sick leave, and paid parental leave.
• LegalShield and IDShield membership plans.
• Annual/quarterly bonus based on company and individual performance.