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 members seeking legal assistance via incoming calls, chats, and digital platforms.

• Perform thorough legal intake interviews to collect precise information regarding members' legal issues.

• Identify the correct legal service category and direct issues to the appropriate provider law firm.

• Execute conflict-of-interest checks and necessary intake verification procedures.

• Gather, verify, and organize documentation to support legal consultations.

• Meticulously record member interactions and case information in CRM and case management systems.

• Function as the main point of contact during the intake and referral process.

• Initiate outbound communications, provide case updates, and explain subsequent steps.

• Manage members' expectations concerning timelines, education, and service status.

• Track assigned matters until resolution and follow up to ensure timely progress.

• Address routine concerns and escalate complex or sensitive issues as necessary.

• Facilitate attorney consultations between members and provider law firms.

• Collaborate with attorneys, legal staff, provider law firms, and internal teams to secure updates and enhance communication.

• Request documents and records on behalf of provider law firms.

• Oversee referral, intake, and consultation timelines in accordance with service-level expectations.

• Maintain thorough, accurate, and timely case documentation.

• Ensure adherence to company policies, privacy regulations, legal standards, confidentiality protocols, and operational workflows.

• Safeguard sensitive member information while exercising sound judgment and discretion.

• Recognize trends, service gaps, and opportunities for process improvement.

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

• Achieve performance metrics related to satisfaction, quality, productivity, timeliness, schedule adherence, follow-up compliance, documentation accuracy, and inquiry resolution.

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

⛳️ Requirements

• High school diploma or equivalent is a must.

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

• Minimum of two years of experience in supporting legal services, healthcare, insurance, financial services, or another highly regulated sector.

• Proven ability to handle confidential or sensitive information while maintaining accuracy and professionalism.

• Familiarity with customer service best practices and principles of member experience.

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

• Understanding of privacy, confidentiality, and information security best practices.

• Proficiency in CRM systems, case management platforms, and Microsoft Office applications.

• Comprehension of contact center operations, SLAs, quality assurance standards, and productivity expectations.

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

• Excellent verbal, written, and interpersonal communication skills.

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

• Exceptional attention to detail and excellent organizational abilities.

• Ability to analyze information, make sound judgments, and respond appropriately.

• Strong problem-solving and conflict-resolution capabilities.

• Ability to juggle multiple priorities in a fast-paced, deadline-driven environment.

• Maintain professionalism, empathy, and composure in stressful or sensitive situations.

• Proficiency in Microsoft Office applications and quick adaptability to new technology platforms.

• Consistent and reliable attendance is essential.

• Flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business requirements.

• Associate's or bachelor's degree in a related field is preferred.

• Prior experience in conducting interviews, coordinating service requests, or managing cases is preferred.

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

• Bilingual or multilingual communication skills are preferred.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Company-paid short-term disability insurance.

• Company-paid basic life and AD&D insurance.

• 401(k) retirement plan with company match.

• Paid time off.

• Paid holidays.

• Paid sick leave.

• Paid parental leave.

• LegalShield and IDShield membership plans.

• Eligibility for annual/quarterly bonuses based on both company and individual performance; incentive awards are discretionary and not guaranteed.

• Fully remote work arrangement.