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Scope of the Role
The Member Advocate Specialist position plays a crucial role in Pre-Paid Legal Services, Inc. by partnering closely with provider law firms and members to resolve potentially negative experiences that customers may have encountered. These specialists are responsible for conducting thorough research, gathering all relevant facts, and working towards finding timely solutions to address the members' concerns. With a comprehensive understanding of the company's products and services, Member Advocates are well-equipped to assess the member's situation and provide appropriate resolutions within the company's offerings.
Strong customer service skills are essential in this role, as specialists must actively listen to members, empathize with their experiences, and effectively communicate solutions. Additionally, Member Advocates possess a clear understanding of the company's escalation policy, ensuring that member issues are escalated to the appropriate level of management or department when necessary. By establishing partnerships, conducting research, and employing excellent customer service and problem-solving skills, Member Advocate Specialists contribute to providing a positive and satisfactory experience for Pre-Paid Legal Services, Inc. Members.
Under moderate supervision, this role contributes to an organization independently to help support its goals and mission. The Member Advocate Specialist focuses on specific tasks or facets of the company as assigned by their direct leader. The Member Advocate Specialist is responsible for completing tactile tasks and completing assigned work duties that help drive the success of the organization.
Performance Outcomes
Customer Interaction and Support
Listen to customer requests, questions and/or problems and offer prompt and professional responses that move toward resolution
Listen intently and respond to customers clearly and persuasively with empathy, sincerity and confidence in both positive and negative situations
Provide support for escalations and guarantee all escalations are resolved in a timely manner with a high level of service while protecting the business and our relationships
Responsible for daily direct relationship with law firms and customers
Build relationships with provider law firms to maintain ongoing communication around discovered issues and potential process improvements
Knowledge and Communication
Understand the LegalShield membership and articulate to the member the benefits and service levels
Ensure work product is accurate, clear, and concise with a strong attention to detail
Must be detailed and process-oriented requiring demonstrated excellence in customer service, client relations, time management and project prioritization
Work closely with management to identify pain points, wide-spread issues and patterns, and identify defects or errors in processes, procedures and systems
Cross train in multiple departments and disciplines to increase overall knowledge and allow for quicker complaint resolution
Maintain a comprehensive working knowledge of all systems, policies, and procedures
Problem Solving and Process Improvement
Work closely with management to identify pain points, wide-spread issues and patterns, and identify defects or errors in processes, procedures and systems
Education, Knowledge, and Experience
1 year of experience in related field, preferred
High School Degree Required
Customer success focus and passion for our offerings
Competency in overcoming customer issues
Excellent verbal and written communication skills
Proficient in MS office applications
Strong organizational skills and attention to detail
Dynamic and well-spoken, online and offline
Problem-solving skills and ability to maintain composure and calm in tough situations
At least 1 year of tenure on an inbound line of business (preferably Customer Care)
Must be very organized
Must be able to analyze a situation to identify the root cause of problems and recommend solutions.
FLSA (Fair Labor Standards Act) Status
Non-Exempt
Physical and Mental Requirements/ Work Environment
The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Prolonged periods sitting or standing at a desk and working on a computer
The ability to learn, process, and apply knowledge, analyze and reason, and evaluate and decide is
#LI-Onsite
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
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