Member Services Specialist - TEXAS Residents Only - Hybrid
Full Time • Hybrid - US
We are only accepting Texas residents at this time: Please do not apply if you do not live in Texas. Thank you!
Who we are:
Who we are:
We are a legal access employee benefits company that makes the needs of members a priority and strives to offer them the best product and service in a personal, but professional, manner.
At LegalEASE, we consider our culture to be among our most important resources. Over the decades our team members have built our culture into what it is today — an environment for our team members to be creative and grow, have fun and be successful, and help our customers to the best of their abilities. Today, this culture is the core at our decision making and strategy.
Join our Team:
We create a customer focused work environment by providing Team Members with the same level of service, respect, and dignity that we provide to our members. Our deeply instilled culture is personified by our Team Members who ensure that we have helped each and every member to the best of our abilities, and to become a company that is easy to work with. If you want to be a part of this cohesive team with opportunities to build a successful career, LegalEASE is the right place for you.
Job Purpose:
We are looking for a detail oriented, efficient individual who can derive a sense of pride and fulfilment in work well done. This role is a customer service position with the purpose of working with members to successfully obtain all pertinent information to be able to have them matched with the appropriate legal representation. This role works in a call center environment handling inbound and outbound calls from and to members and providers. This role works in a team environment and is expected to consistently maintain metrics/KPI’s as defined by management.
What you will do:
- 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.
You will do it using your:
- 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.
Basic Qualifications:
- 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 priories
- Excellent communication skills, both written and verbal
- Must maintain the highest level of professionalism
- Microsoft Office proficiency
Our Offering:
- 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
Work Authorization/Security Clearance:
- Candidate must have valid work authorization for the U.S.
- A criminal background investigation is conducted on every Legal Access Plans employee.
- All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.
AAP/EEO Statement:
Legal Access Plans is an equal opportunity employer.
Flexible work from home options available.
Compensación: $36,000.00 - $39,000.00 per year
Somos un empleador con igualdad de oportunidades y todos los candidatos calificados recibirán consideración por el empleo sin distinción de raza, color, religión, sexo, origen nacional, estado de discapacidad, estado de veterano protegido o cualquier otra característica protegida por la ley.
LegalEASE Mission Statement
To become the premier provider of legal plan benefits by providing extensive support, coaching and access to experienced attorneys in the highest quality manner, while holding true to our principles, values and goals as we grow.
Who we are
LegalEASE, a Legal Access Company, offers robust Legal Insurance Plans to employers and their employees across the nation. Through our service, members gain access to an easy-to-use legal service platform to get assistance with personal and family legal matters.
LegalEASE makes the needs of members a priority and strives to offer them the best product and service in a personal, but professional manner. We take into consideration the employee’s feelings about their legal issue and take the extra step in the attorney search process by providing an Advocate to the Member, who will remain with them throughout the entirety of their case.
Since 1971, LegalEASE has been the industry standard in legal benefits and service. For the past 50 years we have made it our mission to deliver the best service imaginable to our members.
Inc. Magazine awarded LegalEASE as one of the Top 5000 Fastest-Growing Companies in 2011, 2012, 2013, 2017, 2019, 2020, 2022, 2023 & now 2024!
We are 10 million members strong, with over 20,000 network providers, and growing.
Life and Culture
At LegalEASE, we consider our culture to be among our most important resources. Over the decades our team members have built our culture into what it is today — an environment for our team members to be creative and grow, have fun and be successful, and help our customers to the best of their abilities. Today, this culture rests at the core of our decision making and strategy.
When you join our Team, you get to work with an incredible group of extraordinary human beings passionately engaged in our mission to make a real difference in the lives of our members.
Our Guiding Principles
- Create a customer focused work environment by providing your coworkers with the same level of service, respect and dignity you would a member.
- Embrace diversity as an essential component in the way we do everything.
- Apply the highest standards of excellence in the credentials of our Providers, level of service and processes we use daily.
- Help each member individually and ensure that everything you do is in the interest of the member.
- Contribute positively to our industry, community and our environment.
- Recognize that productivity is essential to our profitability and future success.
Why LegalEASE?
We create a customer focused work environment by providing team members with the same level of service, respect, and dignity that we provide to our members. Our deeply instilled culture is personified by our team members who ensure that we have helped each and every member to the best of our abilities, and to become a company that is easy to work with.
If you want to be a part of this cohesive team with opportunities to build a successful career, LegalEASE is the right place for you.
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Growth and Career Advancement
At LegalEASE you are empowered to lead and be an active participant in your career growth with various coaching and mentoring opportunities.
Health and Wellness
Our benefits are designed to support you and your family and also build and promote a balanced approach to health and wellbeing. We offer a competitive benefits package with traditional benefits including medical, dental, vision, 401k and Life Insurance.
Compensation
We offer competitive compensation as well as a handsome company 401K match, holiday pay, Legal Plan, medical expense card and additional supplemental voluntary insurance plans that cater to the needs of our diverse team.
On-Site Amenties
Amenities include free Fitness Center, On-site Cafe, Outdoor Seating Lounge, Temperature-controlled walkway, Lunch Drop, Secured Parking, Car Detailing.
PTO
We value and encourage having a good work/life balance and want to make sure that our employees have time away from work to relax and recharge with Vacation, Sick and Personal Leave options.
Flexibility
Here at LegalEASE we know that one desk doesn't fit all, and that great work happens anywhere. Our flexible approach means we have remote, hybrid and in office opportunities.