The Specialist will receive training on LegalShield products, services, and processes and is expected to provide a positive member experience with every interaction.Responsibilities:
- Assist members with questions and service requests through inbound calls and other communication channels.
- Listen to members, gather information, and identify the appropriate next steps.
- Provide accurate information and help members understand available services.
- Document member interactions and information accurately in company systems.
- Follow established company procedures and guidelines.
- Communicate with internal teams and provider law firms as needed to assist members.
- Follow up on member requests when necessary.
- Handle member information with professionalism and confidentiality.
- Resolve routine questions and concerns and escalate issues when appropriate.
- Meet established customer service, quality, productivity, and attendance expectations.
- Participate in training, coaching, and ongoing development.
Performance Outcomes
Member Service
- Provide friendly, professional assistance to LegalShield members.
- Answer member questions and assist with service requests.
- Listen carefully to members and gather the information needed to assist them.
- Provide accurate information and explain next steps clearly.
- Create a positive member experience with every interaction.
Communication & Follow-Up
- Communicate with members by phone and other available channels.
- Follow up on member requests when needed.
- Work with internal teams and provider law firms to help address member needs.
- Keep members informed about the status of their requests.
Documentation & Procedures
- Accurately document member interactions and information in company systems.
- Follow established company procedures and guidelines.
- Protect member information and maintain confidentiality.
- Escalate questions or concerns that require additional assistance.
Service & Performance
- Meet established expectations for customer service, quality, productivity, and attendance.
- Handle multiple customer requests in a fast-paced environment.
- Remain professional, patient, and empathetic when assisting members.
- Participate in training, coaching, and team activities.
- Learn and apply LegalShield products, services, and processes.
- Demonstrate a willingness to learn and continuously improve.
Education, Knowledge & Experience
- High school diploma or equivalent required.
- Customer service experience preferred.
- Call center or contact center experience preferred.
- Previous experience in a fast-paced, customer-facing environment is a plus.
- No prior legal experience required; training will be provided.
- Strong verbal and written communication skills.
- Good listening and problem-solving skills.
- Basic computer skills and the ability to learn new systems.
- Ability to work in a fast-paced, team-oriented environment.
- Professional, friendly, and customer-focused attitude.
- Ability to remain calm and helpful when assisting customers with questions or concerns.
- Bilingual or multilingual communication skills are a plus.
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.
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: [email protected].
Skills Required
- High school diploma or equivalent
- Minimum two years of experience in customer service, contact center operations, intake coordination, case management, or a related client-facing role
- Minimum two years of experience supporting legal services, healthcare, insurance, financial services, or another highly regulated industry
- Experience handling confidential or sensitive information while maintaining accuracy and professionalism
- 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 sensitive member information
- Familiarity with CRM systems, case management platforms, and Microsoft Office applications
- Understanding of contact center operations, service-level agreements, quality assurance standards, and productivity expectations
- 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
- Ability to maintain professionalism, empathy, and composure during sensitive legal situations
- Associate's or bachelor's degree in Business, Communications, Criminal Justice, Legal Studies, Healthcare Administration, or a related field
- Experience conducting interviews, coordinating service requests, or managing cases from initiation through resolution
- Experience working with attorneys, law firms, healthcare providers, or external business partners
- Bilingual or multilingual communication skills
PPLSI Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PPLSI and has not been reviewed or approved by PPLSI.
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Healthcare Strength — Medical, dental, and vision coverage begin on the first day with multiple plan options and FSA/HSA availability. Immediate eligibility and plan choice indicate robust core health coverage.
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Leave & Time Off Breadth — PTO increases with tenure and allows substantial rollover, and paid parental leave is offered. The ability to carry over a large PTO balance provides added flexibility for time away.
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Retirement Support — A dollar-for-dollar 401(k) match begins after one year, signaling meaningful long-term savings support.
PPLSI Insights
What We Do
We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down. Our Mission PPLSI protects and empowers people with the tools and services needed to affordably live a just and secure life. Real Impact PPLSI is making a difference in the lives of our members. Through affordable legal services, we recovered and saved our members over $22 million in 2020. With our privacy and identity theft protection services, we saved our members an additional $5,000,000. With more than 1.8 million family members and 100,000 small business members, PPLSI brands provide access to technology and professional experts to make life better. Disrupting Justice We innovate and disrupt the traditional legal system – an expensive, complicated, and time-consuming system to make legal access simple, easy and affordable. In the same way that Uber forever changed the transportation industry, Amazon created a new way to shop for everyday goods and Netflix changed how people consume TV shows and movies; PPLSI is the disruptive force providing millions of people with access to the legal and identity protection services they deserve.
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