LegalEASE, A Legal Access Company · 2 months ago
Member Services Specialist - TEXAS Residents Only - Hybrid
Houston, TX
Full-time
Hybrid
New Grad, Entry LevelLegalEASE is a legal access employee benefits company dedicated to offering the best product and service to its members. The Member Services Specialist role focuses on assisting members in obtaining legal representation through effective communication and support in a call center environment.
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
Texas residents only
Detail oriented and efficient
Customer service experience
Ability to maintain metrics/KPI's as defined by management
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
High attention to detail
Proven ability to manage multiple, competing priorities simultaneously with minimum supervision
Ability to build relationships with leadership team/department heads
Ability to maintain in-depth working knowledge of LegalEASE's systems and processes
High School Diploma
Strong customer service skills
Ability to manage customer expectations by resolving issues in a timely manner
Ability to plan work appropriately and balance multiple priorities
Microsoft Office proficiency
Minimum typing speed of 55 wpm
Valid work authorization for the U.S
Criminal background investigation
Preferred
College Degree
Benefits
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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