Member Services Intake Specialist

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 LegalShield members seeking legal assistance through inbound calls, chats, and digital channels • Conduct comprehensive legal intake interviews and gather, verify, and organize information and supporting documentation • Assess legal service needs, determine the appropriate legal service category, and refer matters to the appropriate provider law firm • Complete conflict-of-interest checks and required intake verification processes • Accurately document member interactions and case details in CRM and case management systems • Serve as the primary liaison throughout the intake and referral process • Conduct outbound communications, provide case updates, communicate next steps, and manage member expectations • Monitor assigned matters through resolution and follow up to ensure timely progression of legal services • Coordinate attorney consultations between members and provider law firms • Partner with attorneys, legal staff, provider law firms, and internal operational teams to obtain updates and facilitate communication • Request and organize documentation and records to support legal consultations • Monitor referral, intake, consultation, and provider follow-up timelines to meet service-level expectations • Resolve routine member concerns, escalate complex or sensitive issues, and identify service concerns and trends • Maintain complete, accurate, and timely case documentation throughout the member lifecycle • Ensure compliance with company policies, privacy requirements, legal regulations, confidentiality standards, intake procedures, and operational workflows • Protect sensitive member information through sound judgment and discretion • Identify service gaps and process improvement opportunities while supporting continuous quality initiatives • Deliver 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 • 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 related to handling sensitive member information • Familiarity with customer relationship management (CRM) systems, case management platforms, and Microsoft Office applications • Understanding of contact center operations, service-level agreements (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 within established guidelines • Strong problem-solving and conflict-resolution skills • Ability to manage multiple priorities in a fast-paced, deadline-driven environment • Demonstrated ability to build positive relationships with members, provider law firms, and internal business partners • Ability to maintain professionalism, empathy, and composure while assisting members experiencing stressful or sensitive legal situations • Proficiency in Microsoft Office applications and the ability to quickly learn new technology platforms • Demonstrated commitment to delivering exceptional member service and continuous improvement • Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred • Experience conducting interviews, coordinating service requests, or managing cases from initiation through resolution preferred • Experience working with attorneys, law firms, healthcare providers, or other external business partners preferred • Bilingual or multilingual communication skills preferred • May require flexibility to work assigned schedules, including evenings, weekends, holidays, overtime, or additional hours based on business needs • Regular and reliable attendance is an essential function of this position

🏖️ Benefits

• Equal employment opportunity protections • Reasonable accommodations available for individuals with disabilities • Potential schedule flexibility, including evenings, weekends, holidays, overtime, or additional hours based on business needs