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About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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