Member Services Intake Specialist

🔥 17 hours ago

🇺🇸 United States – Remote

💵 $15 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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PPLSI

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

PPLSI is a company dedicated to protecting and empowering individuals through affordable legal services and identity protection. Their mission is to provide equal access to justice and security for everyone, regardless of their background. PPLSI offers a range of services including identity protection, legal consultations, and privacy monitoring, aiming to simplify access to the legal system, which they describe as traditionally expensive and complex. With a significant impact demonstrated through savings for their members, PPLSI strives to be a disruptive force in the legal industry, akin to how major companies have transformed their respective fields.

📋 Description

• Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels • Conduct comprehensive legal intake interviews and gather accurate information about members' legal matters • Determine the appropriate legal service category and route matters to the appropriate provider law firm • Complete conflict-of-interest checks and required intake verification processes • Collect, verify, and organize supporting documentation for legal consultations • Accurately document member interactions and case details in CRM and case management systems • Serve as the primary point of contact throughout the intake and referral process • Conduct outbound communications, provide case updates, and communicate next steps • Manage member expectations regarding timelines, education, and service status • Monitor assigned matters through resolution and follow up for timely progression • Resolve routine concerns and escalate complex or sensitive issues • Coordinate attorney consultations between members and provider law firms • Partner with attorneys, legal staff, provider law firms, and internal teams to obtain updates and facilitate communication • Request documentation and records on behalf of provider law firms • Monitor referral, intake, and consultation timelines against service-level expectations • Maintain complete, accurate, and timely case documentation • Ensure compliance with company policies, privacy requirements, legal regulations, confidentiality standards, and operational workflows • Protect sensitive member information and exercise sound judgment and discretion • Identify trends, service gaps, and process improvement opportunities • Deliver compassionate, professional, and high-quality member service • Meet performance metrics for satisfaction, quality, productivity, timeliness, schedule adherence, follow-up compliance, documentation accuracy, and resolution of inquiries • Participate in training, coaching, and continuous improvement initiatives

🎯 Requirements

• High school diploma or equivalent required • Minimum of two years of experience in customer service, contact center operations, intake coordination, case management, or a related client-facing role • Minimum of two years of experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry • Experience handling confidential or sensitive information while maintaining accuracy and professionalism • Knowledge of customer service best practices and member experience principles • Working knowledge of legal intake, case management, referral coordination, or regulated service environments • Knowledge of privacy, confidentiality, and information security practices • Familiarity with CRM systems, case management platforms, and Microsoft Office applications • Understanding of contact center operations, SLAs, quality assurance standards, and productivity expectations • Ability to learn and apply LegalShield products, services, provider law firm processes, and company policies • Excellent verbal, written, and interpersonal communication skills • Strong active listening, interviewing, and information-gathering abilities • Exceptional attention to detail and organizational skills • Ability to analyze information, exercise sound judgment, and make appropriate decisions • Strong problem-solving and conflict-resolution skills • Ability to manage multiple priorities in a fast-paced, deadline-driven environment • Ability to maintain professionalism, empathy, and composure in stressful or sensitive situations • Proficiency in Microsoft Office applications and ability to quickly learn new technology platforms • Regular and reliable attendance • Flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business needs • Associate's or bachelor's degree in a related field preferred • Experience conducting interviews, coordinating service requests, or managing cases preferred • Experience working with attorneys, law firms, healthcare providers, or external business partners preferred • Bilingual or multilingual communication skills 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 • Annual/quarterly bonus eligibility based on company and individual performance; incentive awards are discretionary and not guaranteed • Fully remote work arrangement