LegalEASE, A Legal Access Company · 6 hours ago
Member Services Specialist - Oklahoma Residents ONLY
United States
Full-time
Remote
New Grad, Entry LevelLegalEASE is a legal access employee benefits company that prioritizes member needs and aims to provide exceptional service. The Member Services Specialist role involves working in a call center environment to assist members in obtaining legal representation by handling inquiries and ensuring satisfaction throughout the process.
Responsibilities
Follow the vision, goals, and direction of the department
Answer incoming emails in a timely manner as defined by the Service Level Agreements
Quickly determine the caller’s needs and proceed to handle the intake of information and assist the caller
Confirm eligibility when necessary and verify plan benefits
Complete a thorough and accurate case profile during intake
Ensure that the member has a clear and correct understanding of benefits and process before ending the initial call
Attempt to create comfort zones with each member
Work with the team to proactively solve issues
Communicate effectively and in a timely fashion with customers, teammates, and management Notate all applicable information into each case within the CMS
Complete a Daily Status Updates when referrals are not ready the same day or the next day, so that the information can be communicated to the member
Provide Referral information to the member within 30 minutes of completion
Use every available contact method to provide the referral to the member
Follow up within one (1) day to confirm that the member received the referral information and was able to reach the attorney unless a success warm transfer call was completed during referral
Follow up with the members until it can be confirmed that the member has had a consultation using the Follow-up Guidelines when you are unable to reach the member
Ensure that the member was satisfied with the consultation and determine whether the member will use the Provider’s services, would prefer another Provider, or has received all necessary services
Continue following up with the member until the Providers are completed to ensure satisfaction, at each and every touch point, proactively and after
Report all issues, concerns, complaints and potential problems with Members or Providers using the Escalations Procedures
Respond to all phone messages and emails within two (2) business hours
Report daily activity, using the standard Daily Report format
All other duties as assigned
Perform other duties as assigned
Qualification
Required
Oklahoma residents only
High School Diploma, College Degree preferred
Must demonstrate strong customer service skills, displaying sound judgement and decision-making
Must manage customer expectations by resolving issues in a timely manner
Must plan work appropriately and balance multiple priorities
Excellent communication skills, both written and verbal
Must maintain the highest level of professionalism
Microsoft Office proficiency
Excellent verbal and written communication skills
Ability to take ownership of project
Ability to meet aggressive deadlines while maintaining a positive attitude
Ability to work under pressure and follow through on tasks
Strong organizational skills, Ardent, with an applicable sense of urgency
High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimum supervision
Ability to build relationships with leadership team/department heads, in order to more successfully and efficiently complete and prioritize Pricing Actuary/ Underwriter related tasks under deadline
Ability to maintain in-depth working knowledge of LegalEASE's systems and processes
Candidate must have valid work authorization for the U.S
A criminal background investigation is conducted on every Legal Access Plans employee
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Vision insurance
Wellness resources
Culture built on Trust, Respect, and Integrity
Environment that supports the personal drive for excellence
Access to robust health insurance and legal benefit plans
Training and Development opportunities
Paid vacation
Free Fitness Center on property
401 (k) Retirement plan
Company
LegalEASE, A Legal Access Company
LegalEASE believes people deserve to have a sense of safety and security, when it comes to being protected in legal matters.
Founded in 1971
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Robert L. Heston, Jr.
President and Chief Executive Officer
Kai Dawes
Senior Vice President Sales, Engagement Firms and Strategic Partnerships
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