Member Services Intake Specialist-9

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Member Services Intake Specialist-9 based in the United States. This fully remote role serves as a key first point of contact for members seeking legal assistance. You will conduct detailed intake conversations, understand member needs, and connect them with the appropriate legal service provider. The position combines customer service, case coordination, documentation, and ongoing communication. You will work closely with members, attorneys, law firms, and internal teams to keep cases progressing efficiently. Because the role handles sensitive legal information, confidentiality, accuracy, and sound judgment are essential. Success requires empathy and professionalism while maintaining productivity, quality, and service-level expectations. The position is ideal for a service-oriented professional who thrives in a structured, fast-paced, and highly regulated environment.

Serve as the primary point of contact for members seeking legal assistance through inbound calls, chat, and digital communication channels. Conduct comprehensive intake interviews to understand legal needs, gather relevant information, and determine the appropriate service category. Verify member information, complete required conflict-of-interest checks, and collect and organize documentation needed for legal consultations. Accurately document member interactions, case details, referrals, and follow-up activities within CRM and case management systems. Coordinate attorney consultations between members and provider law firms, ensuring referrals and consultations progress within established service timelines. Maintain proactive communication with members by providing case updates, explaining next steps, gathering additional information, and managing expectations. Monitor assigned matters through resolution, follow up on outstanding actions, and address routine concerns while escalating complex or sensitive situations appropriately. Collaborate with attorneys, legal staff, provider law firms, and internal teams to obtain case updates, facilitate communication, and support efficient case handling. Maintain complete, accurate, and timely documentation while complying with privacy, confidentiality, legal, regulatory, and operational requirements. Identify service gaps, recurring issues, and opportunities for process improvement while contributing to quality and continuous improvement initiatives. Deliver compassionate, professional service to members, including individuals experiencing stressful or sensitive legal situations. Meet established expectations for member satisfaction, intake accuracy, quality, productivity, timeliness, first-contact resolution, and schedule adherence. Participate in training, coaching, and development activities to strengthen knowledge of services, processes, systems, and service standards. Requirements High school diploma or equivalent required; an associate's or bachelor's degree in business, communications, criminal justice, legal studies, healthcare administration, or a related field is preferred. At least 2 years of experience in customer service, contact center operations, intake coordination, case management, or another client-facing environment. At least 2 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 is preferred. Experience working with attorneys, law firms, healthcare providers, or external business partners is an advantage. Experience handling confidential or sensitive information with accuracy, discretion, and professionalism. Knowledge of customer service best practices, member experience principles, privacy requirements, and information security practices. Familiarity with legal intake, case management, referral coordination, service-level agreements, quality assurance standards, or regulated service environments. Experience using CRM systems, case management platforms, Microsoft Office, and other business applications, with the ability to learn new technologies quickly. Excellent verbal, written, interpersonal, active listening, interviewing, and information-gathering skills. Strong attention to detail, organization, analytical thinking, problem-solving, and conflict-resolution abilities. Ability to exercise sound judgment and make appropriate decisions within established policies and guidelines. Ability to manage multiple priorities and deadlines while maintaining accuracy in a fast-paced, performance-driven environment. Strong relationship-building skills and the ability to collaborate effectively with members, legal providers, and internal stakeholders. Ability to remain professional, empathetic, composed, and resilient when assisting members with sensitive or stressful situations. Bilingual or multilingual communication skills are preferred. Willingness and ability to work assigned schedules that may include evenings, weekends, holidays, overtime, or additional hours based on business needs. Benefits Fully remote position within the United States. Base compensation of $15.00 per hour . Eligibility for an annual or quarterly performance-based bonus; incentive awards are discretionary and not guaranteed. Medical, dental, and vision coverage for eligible employees. Company-paid short-term disability and basic life and AD&D insurance. 401(k) retirement plan with company match. Paid time off, paid holidays, paid sick leave, and paid parental leave. Legal and identity protection membership plans. Additional benefits may be available depending on position and eligibility. Equal employment opportunity and reasonable accommodations for qualified applicants.

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