PPLSI

Member Services Intake Specialist

Full-timeEntryWorldwideieriOther

Salariu

Nedivulgat

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Despre rol

Job Summary:

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.

Responsibilities:

The Member Services Intake Specialist serves as the first point of contact for LegalShield Members seeking legal assistance through the provider law firm network and plays a critical role in shaping the overall member experience. This position is responsible for conducting comprehensive legal intake interviews, gathering and verifying information related to members' legal matters, determining the appropriate legal service category, and ensuring cases are accurately documented and efficiently referred to the appropriate provider law firm. The role requires exercising sound judgment, strong attention to detail, and a thorough understanding of LegalShield's service offerings to ensure members receive timely, accurate, and compassionate assistance from the initial interaction through referral and case progression.

As the primary liaison throughout the intake and referral process, the Member Services Intake Specialist assumes ownership of each member interaction by coordinating communications between members and provider law firms, scheduling attorney consultations, requesting and organizing supporting documentation, completing conflict-of-interest checks, and maintaining detailed case records within customer relationship management and case management systems. The role proactively monitors case progress, provides timely status updates, manages member expectations regarding next steps and service timelines, and works to eliminate communication barriers that could delay legal services. Through consistent follow-up and case coordination, the specialist ensures members remain informed, supported, and engaged throughout their legal journey.

This position collaborates closely with provider law firms, attorneys, paralegals, and internal operational teams to facilitate efficient case handling and ensure service-level commitments are achieved. The Member Services Intake Specialist develops strong working relationships with provider law firms by coordinating consultations, communicating member needs, obtaining case updates, documenting interactions, and identifying opportunities to improve operational efficiency and the overall member experience. The role also serves as an advocate for members by recognizing potential service concerns, resolving routine issues, escalating complex situations appropriately, and identifying trends that may impact service quality or member satisfaction.

Operating within a highly regulated environment, the Member Services Intake Specialist is entrusted with handling sensitive and confidential legal information while maintaining compliance with all company policies, privacy standards, regulatory requirements, and established operational procedures. The role requires exceptional professionalism, discretion, and accuracy when documenting legal matters, safeguarding confidential information, and ensuring all member interactions meet quality and compliance expectations.

Success in this position requires the ability to balance empathy with efficiency while managing multiple priorities in a fast-paced, performance-driven environment. The ideal candidate demonstrates excellent verbal and written communication skills, active listening, critical thinking, organization, adaptability, and a strong commitment to service excellence. Performance is measured through key operational metrics, including member satisfaction, intake quality and accuracy, first-contact resolution, productivity, schedule adherence, provider follow-up compliance, documentation accuracy, and the timely resolution of member inquiries. Through every interaction, the Member Services Intake Specialist reinforces LegalShield's commitment to delivering accessible, exceptional legal services while fostering trust, confidence, and long-term member relationships.

Performance Outcomes

Member Intake & Case Assessment

Serve as the first point of contact for members seeking legal assistance through inbound calls, chats, and digital channels.

Conduct comprehensive legal intake interviews to identify member needs and gather accurate information regarding legal matters.

Determine the appropriate legal service category and ensure matters are routed to the appropriate provider law firm.

Complete conflict-of-interest checks and other required intake verification processes.

Collect, verify, and organize supporting documentation necessary for legal consultations.

Accurately document all member interactions and case details within CRM and case management systems.

Member Case Management & Communication

Serve as the primary point of contact for members throughout the intake and referral process.

Conduct proactive outbound communications to gather additional information, provide case updates, and communicate next steps.

Manage member expectations by providing clear timelines, education, and status updates throughout the legal process.

Monitor assigned matters through resolution and follow up to ensure timely progression of legal services.

Resolve routine member concerns and escalate complex or sensitive issues in accordance with established procedures.

Provider Law Firm Coordination

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