Member Services Intake Specialist-9

LegalShield; Northern (KY); Hybrid; USD 39,950,000 - 46,150,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with match

Paid time off

Paid holidays

Paid sick leave

Parental leave

IDShield membership

LegalShield membership

Job summary

LegalShield is seeking a Member Services Intake Specialist to be the first point of contact for members seeking legal help. You will conduct thorough intake interviews, gather information, categorize services, and route matters to the appropriate provider law firm.

In this remote role, you will coordinate communications between members and law firms, verify documents, perform conflict checks, and document cases in CRM and case management systems with accuracy and discretion.

Qualifications

• High school diploma or equivalent required.
• Associate's or bachelor's degree preferred.
• Minimum of two years in customer service, intake coordination, or case management in a regulated environment preferred.

Responsibilities

• Serve as the first point of contact for members via calls, chats, and digital channels.
• Conduct thorough legal intake interviews and gather accurate information.
• Determine appropriate legal service category and route to provider law firms.
• Complete conflict-of-interest checks and collect supporting documentation.
• Document all interactions in CRM/case management systems with accuracy.
• Coordinate attorney consultations between members and provider law firms.
• Maintain complete, accurate case documentation and ensure compliance with privacy standards.

Skills

Active listening

Verbal communication

Written communication

Interviewing

Case management

Conflict resolution

Attention to detail

Multitasking

Customer service

Education

High school diploma or equivalent

Associate's degree or bachelor’s preferred

Tools

CRM systems

Case management platforms

Microsoft Office

Job description

## Member Services Intake Specialist-9Apply: Remote Job Posting: Full time: Posted 3 Days Ago: R0002833# **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*** Coordinate attorney consultations between members and provider law firms.* Partner with attorneys, legal staff, and provider law firms to obtain case updates and facilitate timely communication.* Request documentation and records on behalf of provider law firms to support legal consultations.* Monitor referral, intake, and consultation timelines to ensure service level expectations are achieved.* Foster collaborative relationships with provider law firms to improve efficiency and member outcomes. **Case Documentation, Compliance & Quality*** Maintain complete, accurate, and timely case documentation throughout the member lifecycle.* Ensure compliance with company policies, privacy requirements, legal regulations, and confidentiality standards.* Protect sensitive member information by exercising sound judgment and discretion.* Maintain quality standards by adhering to established intake procedures, documentation guidelines, and operational workflows.* Identify trends, service gaps, and process improvement opportunities while supporting continuous quality initiatives. **Service Excellence & Performance*** Deliver compassionate, professional, and high-quality service during every member interaction.* Demonstrate empathy, active listening, critical thinking, and sound judgment when assisting members with sensitive legal matters.* Collaborate effectively with internal departments and provider law firms to ensure a seamless member experience.* Meet or exceed established performance metrics for member satisfaction, quality, productivity, timeliness, and schedule adherence.* Participate in training, coaching, and continuous improvement initiatives to enhance knowledge and performance. **Education, Knowledge, and Experience*** High school diploma or equivalent required.* Associate's degree or bachelor’s degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field preferred.* 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 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 is preferred.* Experience handling confidential or sensitive information while maintaining accuracy and professionalism.* Bilingual or multilingual communication skills are preferred.* 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. **FLSA Status**Non - Exempt **Physical Requirements/ Work Environment** The work environment characteristics and physical demands described here are representative of these an employee encounters while preforming the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Remain stationary for extended periods while performing computer and telephone-based work.* Frequently operate a computer, keyboard, mouse, headset, telephone, and other standard office equipment.* Frequently communicate with members, provider law firms, and internal team members via telephone, video conferencing, chat, email, and other electronic communication methods.* Ability to read, review, and accurately enter information into multiple computer systems simultaneously.* Frequently move between applications and utilize multiple monitors while documenting member interactions.* Occasionally move or transport office materials weighing up to 10 pounds.* Maintain the manual dexterity and visual acuity necessary to perform detailed data entry and review electronic documents.* Work is performed primarily in an office or remote contact center environment.* Requires prolonged use of computers, telephones, and headset equipment throughout the workday.* Position involves frequent interaction with members who may be experiencing stressful or emotionally sensitive legal situations, requiring professionalism, empathy, and emotional resilience.* Requires the ability to manage multiple priorities, adapt to changing workloads, and maintain accuracy in a fast-paced, performance-driven environment.* 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.# **Additional Information:****Location:** Remote – United States **Work Arrangement:** Fully Remote **Department:**Member Intake Specialists **Employment Type:** Full Time **FLSA:** Nonexempt **Application deadline:** This posting is anticipated to close on October 20, 2026 **Compensation:** $15.00/hour **Benefits:**LegalShield offers eligible employees a comprehensive benefits package that includes medical, dental, and vision coverage; company-paid short-term disability and basic life and AD&D insurance; a 401(k) retirement plan with company match; paid time off, paid holidays, paid sick leave, and paid parental leave; and LegalShield and IDShield membership plans. Additional benefits may apply based on position and eligibility.