Member Services Intake Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the initial point of contact for LegalShield members seeking legal support through inbound calls, chats, and digital platforms.

• Conduct thorough legal intake interviews, collecting, verifying, and organizing necessary information and documentation.

• Evaluate legal service requirements, identify the correct legal service category, and refer cases to the suitable provider law firm.

• Perform conflict-of-interest checks and fulfill necessary intake verification processes.

• Precisely document member interactions and case specifics in CRM and case management systems.

• Function as the main liaison during the intake and referral process.

• Execute outbound communications, provide case updates, outline next steps, and manage member expectations.

• Oversee assigned matters until resolution and follow up to ensure timely advancement of legal services.

• Coordinate attorney consultations between members and provider law firms.

• Collaborate with attorneys, legal personnel, provider law firms, and internal operational teams to get updates and enhance communication.

• Request and organize documentation and records to aid legal consultations.

• Monitor referral, intake, consultation, and provider follow-up timelines to achieve service-level expectations.

• Address routine member concerns, escalate complex or sensitive issues, and identify service concerns and trends.

• Maintain thorough, accurate, and timely case documentation throughout the member lifecycle.

• Ensure compliance with company policies, privacy regulations, legal standards, confidentiality norms, intake procedures, and operational workflows.

• Safeguard sensitive member information through sound judgment and discretion.

• Identify service gaps and opportunities for process enhancements while supporting ongoing quality initiatives.

• Provide compassionate, professional, and high-quality service.

• Meet or exceed performance metrics for member satisfaction, intake quality and accuracy, first-contact resolution, productivity, timeliness, schedule adherence, provider follow-up compliance, and documentation accuracy.

• Engage in training, coaching, and continuous improvement efforts.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a similar client-facing position.

• At least two years of experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry.

• Experience in handling confidential or sensitive information while upholding accuracy and professionalism.

• Understanding of customer service best practices and principles related to member experience.

• Practical knowledge of legal intake, case management, referral coordination, or regulated service environments.

• Awareness of privacy, confidentiality, and information security practices concerning the handling of sensitive member data.

• Familiarity with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications.

• Comprehension of contact center operations, service-level agreements (SLAs), quality assurance standards, and productivity expectations.

• Capability to learn and apply LegalShield products, services, provider law firm processes, and company policies.

• Excellent verbal, written, and interpersonal communication abilities.

• Strong active listening, interviewing, and information-gathering skills.

• Exceptional attention to detail and organizational capabilities.

• Ability to analyze information, exercise sound judgment, and make appropriate decisions within set guidelines.

• Strong problem-solving and conflict-resolution skills.

• Capability to manage multiple priorities in a fast-paced, deadline-oriented environment.

• Proven ability to establish positive relationships with members, provider law firms, and internal business partners.

• Ability to maintain professionalism, empathy, and composure while assisting members facing stressful or sensitive legal situations.

• Proficiency in Microsoft Office applications and the aptitude to quickly learn new technology platforms.

• Demonstrated commitment to delivering outstanding member service and ongoing improvement.

• An associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field is preferred.

• Experience in conducting interviews, coordinating service requests, or managing cases from initiation to resolution is preferred.

• Experience collaborating with attorneys, law firms, healthcare providers, or other external business partners is preferred.

• Bilingual or multilingual communication abilities are preferred.

• Flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business needs may be required.

• Regular and reliable attendance is a fundamental aspect of this position.

🏝️ Benefits

• Protections under equal employment opportunity laws.

• Reasonable accommodations available for individuals with disabilities.

• Potential for schedule flexibility, including evenings, weekends, holidays, overtime, or additional hours based on business needs.