Member Services Intake Specialist

The Member Services Intake Specialist at PPLSI serves as the vital first point of contact for members seeking legal assistance. This role is dedicated to delivering an exceptional member experience by conducting comprehensive intake interviews, assessing legal needs, and facilitating seamless referrals to our provider law firm network.

Key responsibilities

• Serve as the primary point of contact for members via inbound calls, chats, and digital channels.
• Conduct thorough legal intake interviews to identify needs and gather accurate information.
• Coordinate attorney consultations and manage communication between members and law firms.
• Maintain detailed case records within CRM systems while ensuring data accuracy.
• Monitor case progress and provide timely updates to members throughout their legal journey.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of two years of experience in customer service, contact center operations, or case management.
• Experience working within legal, insurance, financial, or other highly regulated industries.
• Strong verbal and written communication skills with a focus on empathy and active listening.
• Proficiency in CRM platforms, case management software, and Microsoft Office applications.
• Ability to handle sensitive information with discretion and maintain strict confidentiality.

What we offer

• Opportunity to work in a fully remote environment within a supportive team.
• Professional development through training, coaching, and continuous improvement initiatives.
• A role that makes a meaningful impact by helping members navigate complex legal situations.
• Collaborative work culture focused on service excellence and operational efficiency.